Bilingual Customer Service Representative I - Spanish/English - Bronx, NY

Maximus

22d•$19 - $21•Onsite

About The Position

Maximus is seeking a Bilingual Customer Service Representative I (English/Spanish) to join their team in the Bronx, NY. This role involves assisting New York Medicaid recipients with navigating healthcare options, accessing services, and making informed decisions about their coverage. The representative will provide face-to-face and telephone support, guiding individuals through enrollment, explaining managed care plans, and delivering compassionate service. Fluency in both English and Spanish is essential. The position offers training and support, including maintaining Certified Application Counselor (CAC) certification. It is a full-time, onsite position located in a Human Resources Administration (HRA) office at 847 Barretto Street, Bronx, NY, with a Monday-Friday schedule from 8:30 AM to 5:00 PM. Maximus offers comprehensive health and wellness benefits, competitive compensation with performance bonuses, and opportunities for professional development.

Requirements

High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
Ability to speak, read, and write in English and Spanish fluently.
Prior work experience in customer service, data entry and or data processing.
Experience working with MS office applications (Excel, PowerPoint & Word).

Nice To Haves

Intermediate to advanced proficiency with MS office applications (Outlook, Excel, PowerPoint & Word).
2+ years of experience in customer service or related position.
Experience with New York Medicaid.

Responsibilities

Coordinate and process intake referrals received via incoming calls, voicemail, email, or other designated channels.
Respond to inquiries, provide general program information, and refer clients or providers to appropriate agencies or resources in accordance with established guidelines.
Perform initial eligibility screening for services using defined criteria and procedures.
Review and screen applications and supporting documentation for completeness and accuracy.
Enter, update, and maintain application, intake, and case information in applicable databases and systems.
Research, verify, and document information by accessing approved internal or external systems, including government agency systems as applicable.
Contact customers or providers to obtain missing or incomplete information related to applications or documentation.
Coordinate with internal staff or field resources, including site visit personnel, to collect and verify required information or results.
Assist customers in accessing services aligning with specific program objectives including educational and vocational training, medical support, childcare, transportation, mental health services, legal aid and related needs.
Determine urgency and sensitivity of incoming matters and route or escalate appropriately.
Support outreach and engagement activities by assisting customers through defined phases of the application, enrollment, or service process.
Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients.
Assist Call Center Operations and other departments as determined by project management to meet business needs.
Regular member of a processing unit within the Outreach department: EEU, Data Entry, and Manual Notices.
Conduct shadowing / training activities with new hires.
Works in assigned special projects.
Maintain Certified Application Counselor CAC active certification.
Conduct Certified Application Counselor (CAC) tasks in select counties.
Maintain updated knowledge of the New York Medicaid Choice Project.
Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.
Perform other duties as assigned by Management.