Customer Service Representative - Marion, IN

$37,440 - $37,440/Yr

Maximus Services - Marion, IN

Full-time - Entry Level

Marion, IN

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Service Representative - Eligibility Specialist (ES) is responsible for managing high-volume inbound calls related to Medicaid, SNAP, and TANF programs. This role involves assisting customers with inquiries, resolving complaints, and processing applications while ensuring customer satisfaction and adherence to policies and procedures.

Responsibilities

• Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.
• Validate and calculate income, assess eligibility, and manage case referrals.
• Engage regularly with program participants on a daily basis.
• Educate clients on fundamental program services and eligibility prerequisites.
• Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.
• Handle high volume of inbound calls daily, answering questions regarding Medicaid, SNAP, and TANF programs.
• Apply State and/or federal eligibility rules for applicant/recipient information assessment.
• Verify applicant/recipient data through system interfaces.
• Facilitate the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach.
• Communicate with applicants/recipients while researching and updating cases and documenting calls simultaneously.
• Educate callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills.
• Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility.
• Verify and enter applicant/recipient data into the State's eligibility system and prepare cases for disposition by State Eligibility Consultant.
• Process cases and take necessary action on missing information promptly.
• Meet Quality Assurance and performance metrics and stay updated on project and corporate policies.
• Identify and escalate risks to management.
• Attend all meetings and complete all trainings to stay informed on project/position updates.

Requirements

• High school diploma or GED required.
• 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
• Proven customer support or Client Service Representative experience strongly preferred.
• Ability to handle complex service inquiries via telephone.
• Strong critical thinking and problem-solving skills.
• Accurate data entry (40 keystrokes/minute), strong interpersonal skills.
• Attention to detail; excellent organizational, verbal, and written communication skills.
• Comfortable in a fast-paced, deadline-oriented environment.
• Capable of executing many complex tasks simultaneously.
• Team player with the ability to work independently.

Nice-to-haves

• Some college or a college degree.
• 2+ years of relevant professional experience.

Benefits

• Base rate of $18.00/hr.
• Quarterly Bonus opportunity.
• 401K with company match.
• Paid time off and paid holidays.
• Medical, Dental and Vision benefits.
• Employee Assistance Program (EAP).
• Employee Wellness and Discount Programs.
• Career development and promotional opportunities.