Customer Service Representative I - Brooklyn, NY

Maximus

6d • $19 - $21 • Onsite

About The Position

Maximus is hiring a Customer Service Representative I to support New York Medicaid recipients in Brooklyn. The role provides face-to-face and telephone support to help individuals understand healthcare options, access services, and make informed decisions about coverage. The representative guides clients through enrollment, explains managed care options, and provides compassionate, clear communication. The position is full-time and onsite at the Maximus office at 1912 Mermaid Avenue, Brooklyn, NY, with a Monday–Friday schedule from 8:30 AM to 5:00 PM. Training and support are provided, including support for maintaining Certified Application Counselor (CAC) certification.

Requirements

• High school diploma or GED and 0–6 months of relevant professional experience, or an equivalent combination of education and experience.
• Prior work experience in customer service, data entry, and/or data processing.
• Experience with Microsoft Office applications, including Excel, PowerPoint, and Word.
• Ability to maintain active Certified Application Counselor (CAC) certification.

Nice To Haves

• Some college or a college degree.
• Experience working with New York Medicaid.
• Two or more years of experience in customer service or a related position.
• Ability to follow established guidelines and directions while taking a proactive approach to objectives and deadlines.
• Ability to manage multiple tasks and priorities under pressure while maintaining high-quality outcomes in a fast-paced environment.

Responsibilities

• Coordinate and process intake referrals received by phone, voicemail, email, or other designated channels.
• Respond to inquiries, provide general program information, and refer clients or providers to appropriate agencies or resources according to established guidelines.
• Conduct initial eligibility screening using defined criteria and procedures.
• Review applications and supporting documents for completeness and accuracy.
• Enter, update, and maintain application, intake, and case information in applicable databases and systems.
• Research, verify, and document information using approved internal or external systems, including government agency systems when applicable.
• Contact customers or providers to obtain missing or incomplete application or documentation information.
• Coordinate with internal staff and field resources, including site visit personnel, to collect and verify required information or results.
• Help customers access services such as education and vocational training, medical support, childcare, transportation, mental health services, and legal aid.
• Assess the urgency and sensitivity of incoming matters and route or escalate them appropriately.
• Support outreach and engagement by assisting customers through application, enrollment, or service processes.
• Conduct face-to-face and/or telephonic outreach and enrollment services, including educating clients at LDSS/HRA offices about managed care options and public health programs.
• Assist clients with enrollment, transfer, and disenrollment processes.
• Maintain professional and positive relationships with HRA/LDSS county staff and clients.
• Assist Call Center Operations and other departments as directed by project management to meet business needs.
• Participate as a regular member of an Outreach department processing unit, such as EEU, Data Entry, or Manual Notices.
• Conduct shadowing and training activities with new hires.
• Work on assigned special projects.
• Maintain active Certified Application Counselor (CAC) certification and perform CAC tasks in select counties.
• Maintain current knowledge of the New York Medicaid Choice Project.
• Meet the standards established for the position in the annual performance criteria and bonus template.
• Perform other duties as assigned by management.

Benefits

• Comprehensive health and wellness benefits, including medical, dental, vision, prescription coverage, and a partially funded HSA.
• Life insurance benefits and discounts on auto, home, renter's, and pet insurance.
• 401(k) retirement savings plan with company matching.
• Paid time off, holidays, and extended sick leave.
• Short- and long-term disability coverage.
• Employee Assistance Program (EAP) resources for physical, emotional, and financial wellness.
• Performance-based bonuses and other potential incentives or program-specific awards.
• Tuition reimbursement.
• Employee perks and discounts.
• Wellness programs and resources.
• Professional development opportunities, including training programs, workshops, and conferences.
• Recognition platform for acknowledging employee contributions.
• Flexible work/life balance support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED