Description

Maximus is currently hiring Bilingual Customer Service Representatives to join our team in Oklahoma! This position is responsible for supporting our project with the Oklahoma SoonerCare Program by providing customer care and enrollment services via telephone, IVR and web based portals. To prepare for this role, Maximus provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism.

• We are currently hiring to fill Full-Time positions where workers will have the choice to work onsite or remotely from the comfort of their home
• This position requires fluency in both the Spanish and English languages
• To be eligible for this position, you must reside in or within 40 miles of Oklahoma City

Why Maximus?

• Work/Life Balance Support - Flexibility tailored to your needs
• Competitive Compensation - Quarterly bonuses based on performance
• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching
• paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage
• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP)
• Recognition Platform - Acknowledge and appreciate outstanding employee contributions
• Tuition Reimbursement - Invest in your ongoing education and development
• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees
• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs
• Professional Development Opportunities: Participate in training programs, workshops, and conferences

Essential Duties and Responsibilities:

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers
• Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems
• Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness
• Navigate multiple computer systems while interacting with customers and perform data entry accurately
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed
• Facilitate translation or interpretation services for non English speaking customers according to procedures
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery
• Meet Quality Assurance (QA), productivity, and other key performance metrics
• Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures
• Perform other related duties as assigned by management

Minimum Requirements:

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.- Must be fluent in English and specified secondary language

Additional Minimum Requirements:

• Must be able to speak, write, and translate in Spanish and English 
• Must be able to pass all pre-employment screenings, including a background check
• Must have a HS Diploma or GED/equivalent
• Must live in the Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site)
• Customer service experience preferred
• Call Center service experience preferred

Home Office Requirements:

• Reliable, high-speed internet service
• Minimum 40 Mbps download speeds
• Must be a traditional, wired high-speed connection such as cable or fiber
• Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible
• Must be able to connect your computer directly to your modem or router via ethernet cable, WiFi connections are not allowed
• Quiet and distraction-free workspace