Essential Duties and Responsibilities:
- Provide callers with informed and objective responses to complex concerns in regard to eligibility guidelines and policies, access to care issues, and escalated concerns.
- Respond effectively to all forms of inbound and outbound contacts.
- Process workflow documents, which include income, identity, and other eligibility verification documents.
- Accept new knowledge of policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.
- Guide applicants through the Medicaid, SNAP, and TANF application processes.- Provide clear and accurate information about program eligibility criteria.- Ensure excellent customer service by addressing client concerns with patience and professionalism.- Document interactions notate applications, and work across multiple systems to process eligibility.- Maintain a high standard of confidentiality.Work Environment Requirements: This is a fast paced, highly detailed oriented work environment. To succeed in this role, you must have a dedicated, quiet, and professional work environment, free from distractions. This ensures that you can focus on providing the highest level of service to our clients. A reliable high-speed internet connection is also required, as all computer equipment will be provided.
Training Requirements: Comprehensive training will be provided to ensure your success in assisting Virginia residents. Training will include live, instructor-led sessions via video, so a working webcam is mandatory. Active participation, including video engagement, is essential for successfully completing the training and maintaining ongoing performance standards.
WFH Dress Code Policy: When appearing on-camera, please ensure appropriate attire based on what will be in-view. All clothing should be without offensive language or inappropriate designs. Clothing should not be too revealing and should be free of holes, tears, or rips.
Minimum Requirements
- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience. - Strong communication skills, both verbal and written.- Call Center experience.- Familiarity with Medicaid, SNAP, or TANF programs is a plus but not required (training provided).- Ability to work independently in a remote environment.- High level of empathy, especially when interacting with individuals in vulnerable situations.- Strong computer skills, including the ability to navigate and work in multiple systems efficiently.
#LI-Remote EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.