Customer Service Representative II - Albany, NY

Maximus • Albany, NY

1d • $18 - $21 • Onsite

About The Position

Maximus is hiring a Customer Service Representative II to support New York Medicaid recipients in navigating healthcare options, accessing services, and making informed coverage decisions. The role provides face-to-face and telephone support, explains managed care plan choices, and guides recipients through enrollment and related processes with clear, compassionate, people-centered communication.

The position is full-time and onsite in Albany, New York, with a Monday–Friday schedule from 8:00 a.m. to 4:30 p.m. It includes outreach and enrollment work at LDSS/HRA offices and in the community, as well as participation in a processing unit within the Outreach department. Remote training for one to two weeks requires the employee to provide suitable computer equipment and a private workspace with reliable high-speed internet. Training and support are provided, including support for maintaining an active Certified Application Counselor (CAC) certification.

Requirements

• High school diploma or GED and at least 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 using Microsoft Office applications, including Excel, PowerPoint, and Word.
• Ability and willingness to travel and provide site coverage as needed.
• For one to two weeks of remote training, candidates must provide their own laptop or computer with Windows 11 or macOS 13 Ventura or higher.
• For remote training, candidates must have a private, secure workspace and reliable high-speed internet: at least 20 Mbps download (50 Mbps for shared internet connectivity) and 5 Mbps upload.
• Maximus restricts smartphones and low-performing computer platforms such as Chromebooks from accessing Amazon WorkSpaces; HP users must remove S Mode.

Nice To Haves

• Some college or a college degree.
• Experience with New York Medicaid.
• At least 2 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 maintaining high-quality outcomes in a fast-paced environment.

Responsibilities

• Conduct outreach through phone calls, home visits, community presentations, and other activities according to project protocols.
• Deliver individual and group outreach presentations to recipients and community members.
• Educate recipients about program offerings, enrollment options, managed care choices, dental plans, and public health programs.
• Conduct face-to-face and/or virtual telephonic outreach and enrollment services at LDSS/HRA offices.
• Assist clients with enrollment, transfer, and disenrollment processes.
• Build and maintain positive professional relationships with county staff, state agencies, community groups, HRA/LDSS staff, and recipients.
• Enter data into specified internal automated systems in accordance with project policies.
• Maintain familiarity with the community and participate in local events, health fairs, and related activities as required.
• Support team members in managing and completing daily tasks.
• Assist Call Center Operations and other departments as determined by project management to meet business needs.
• Participate in an assigned Outreach processing unit, 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 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 applicable annual performance criteria and bonus template.
• Perform other duties as assigned by management.

Benefits

• Medical, dental, vision, and prescription insurance plans.
• Partially funded health savings account (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 possible incentives or program-specific awards.
• Tuition reimbursement.
• Employee perks and discounts.
• Wellness programs and resources.
• Professional development through training programs, workshops, and conferences.
• Recognition platform for employee contributions.

What This Job Offers

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