Customer Service Representative I - Buffalo, NY

Maximus

5d•$17 - $20•Onsite

About The Position

Maximus is hiring a Customer Service Representative I in Buffalo, New York, to support New York Medicaid recipients as they navigate healthcare options, access services, and make informed coverage decisions. The role provides face-to-face and telephone support, explains managed care plan options, and assists clients with enrollment-related processes using clear, compassionate communication. The position is full-time and onsite at the Maximus office at 95 Franklin Street, Buffalo, NY, with a Monday–Friday schedule from 8:30 a.m. to 4:30 p.m. Two weeks of remote training require suitable computer equipment, a private and secure workspace, and reliable high-speed internet. Training and support are provided, including support for maintaining Certified Application Counselor 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 working with Microsoft Office applications, including Excel, PowerPoint, and Word.
Maintain active Certified Application Counselor (CAC) certification.

Nice To Haves

Some college or a college degree.
Experience 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 proactively meeting objectives and deadlines.
Ability to manage multiple tasks and priorities under pressure while ensuring 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 in accordance with established guidelines.
Conduct initial eligibility screening for services using defined criteria and procedures.
Review 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 using approved internal or external systems, including government agency systems as applicable.
Contact customers or providers to obtain missing or incomplete application information or documentation.
Coordinate with internal staff or field resources, including site visit personnel, to collect and verify required information or results.
Help customers access services related to program objectives, including educational 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 education on managed care options and public health programs at LDSS/HRA offices.
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 determined by project management to meet business needs.
Serve as a regular member of a processing unit within the Outreach department, including 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 conduct CAC tasks in select counties.
Maintain updated knowledge of the New York Medicaid Choice Project.
Meet 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.
Medical, dental, vision, and prescription insurance plans, 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.
Recognition platform for employee contributions.
Tuition reimbursement.
Employee perks and discounts.
Wellness programs and resources.
Professional development opportunities, including training programs, workshops, and conferences.
Performance-based bonuses and other potential incentives or program-specific awards.