CSR-CallCenter

Job Title: Customer Service Representative - Call Center (EBS)

Location: Remote Richmond, VA 23225

Duration: 6 Months+ (Possible Extension)

• Virginia Medicaid Enrollment Broker and Education Services (VAEBS) works in partnership with the Department of Medical Assistance Services (DMAS) and Managed Care Organizations/Health Plans (MCO), to serve the medically fragile community.
• Most of our applicants are enrolled in Medicare and/or Medicaid.

• Aged, blind, and disabled individuals.
• Pregnant women and low-income families.
• Dually eligible (Medicare/Medicaid) members.
• Elderly and disabled individuals with consumer-directed waivers.
• Foster care and adoption assistance enrollees.
• Our primary goal is to ensure that recipients receive timely and adequate information and education about managed care programs.
• We also handle all functions related to the enrollment of managed care members.

• Remote / Work from home (must reside in VA) - Client requires a private, secluded space to focus on your work, with no background noise or other distractions that may prevent from providing excellent customer service.

• Recruiting restricted to Virginia.
• The Agencies supporting the project are expected to conduct a thorough screening and interview process with each candidate.
• Candidates should be considered suitable based on their work history and supplier interview.
• Bilingual Eng/Spa must be verified by assessment.

• Real Job Preview.
• To help improve the candidate experience and improve the success of meeting our client expectations both in quantity (recruiting numbers) and in quality of staff, a Real Job Preview (RJP) will be conducted.
• When candidates are considering whether to accept a new position, its important to understand the Product of their duties and responsibilities.
• The RJP (Real Job Preview) will help give potential candidates a transparent summary of what the job requires.
• It will also allow HR and Ops to establish a connection with candidates at the very beginning of their employee experience with Maximus.
• Its also a self-evaluation tool for the candidates.
• It helps them reflect on the job expectations and determine if the position is right for them.
• VA EBS leadership will review Job Seeker resumes, so it is critical that formatting is correct, information is accurate, and the candidate is able to speak about anything on the resume.
• When you see a status of Shortlisted you can invite the Job Seeker to attend the RJP and add to the attached RJP roster template.
• Maximus will advise which Job Seekers can be extended offers post RJP.
• The candidates will need to be on camera during the RJP sessions.

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Track and document all inquiries using the applicable systems.
• Complete associated tasks according to the established guidelines.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• This position requires bilingual proficiency as applicable in languages specified.

• Mon Fri 9:00 AM - 4:00 PM / Approximately 3 weeks.

• Attendance during training is mandatory.
• The expectation is that a supplier will not present a candidate with a prescheduled…