Customer Service Representative II - Lake George, NY

Maximus•Lake George, NY

1d•$18 - $21•Onsite

About The Position

Maximus is hiring a Customer Service Representative II to help New York Medicaid recipients understand healthcare coverage, access services, and make informed decisions. The role provides face-to-face, virtual, and telephone support, including guidance through enrollment and explanation of managed care and public health program options. It is a full-time, onsite position in Lake George, New York, with a Monday–Friday schedule from 8:00 AM to 5:00 PM. The position also includes 1 to 2 weeks of remote training, for which candidates must provide appropriate computer equipment, a private and secure workspace, and reliable high-speed internet. The representative conducts outreach and enrollment services, supports recipients with enrollment changes, maintains relationships with clients and county and state partners, enters information into internal systems, and contributes to processing and special projects. The role requires maintaining an active Certified Application Counselor (CAC) certification and staying current on the New York Medicaid Choice Project. Travel and site coverage may be required. Maximus provides training and support, along with comprehensive health, wellness, retirement, paid time off, and professional development benefits.

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 with Microsoft Office applications, including Excel, PowerPoint, and Word.
Ability and willingness to travel and provide site coverage as needed.
Ability to provide a suitable computer for remote training: a laptop or computer running a supported Windows or macOS operating system, with S Mode removed for HP devices.
Ability to provide a private and secure workspace and reliable high-speed internet for remote training, with at least 20 Mbps download (50 Mbps for shared internet connectivity) and 5 Mbps upload.

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 by phone, home visits, community presentations, and face-to-face or virtual channels according to project protocols.
Deliver individual and group presentations to recipients and community members.
Educate recipients about program offerings, enrollment options, managed care choices, health and dental plans, and public health programs.
Assist clients with enrollment, transfer, and disenrollment processes.
Provide outreach and enrollment services to clients at LDSS/HRA offices.
Build and maintain positive, professional relationships with recipients, county staff, state agencies, community groups, and HRA/LDSS staff.
Enter data into designated internal automated systems in accordance with project policies.
Develop and maintain familiarity with the community and participate in local events, health fairs, and related activities as required.
Support fellow team members with daily tasks and assist Call Center Operations and other departments as project management determines.
Serve in an assigned Outreach processing unit, which may include 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 updated 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

Comprehensive health and wellness benefits, including medical, dental, vision, prescription, and partially funded HSA plans.
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.
Professional development opportunities, including training programs, workshops, and conferences.
Employee recognition platform.
Employee perks and discounts.
Wellness programs and resources.
Work/life balance support and flexibility tailored to employee needs.