Outreach Counselor - Midland and surrounding counties

Maximus

41d•$20 - $23•Hybrid

About The Position

Maximus is looking for an Outreach Counselor to support the Midland, TX area and surrounding counties. This important position provides effective customer services via telephone and in person to clients and community members regarding the selection, enrollment, and eligibility requirements for various Texas Health and Social Services Programs. As an Outreach Counselor, you will utilize excellent in-depth knowledge of enrollment requirements, program information, and policies. You'll also identify, develop, and build relationships with community, state, and faith-based organizations to enhance our presence in the community.

Requirements

High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.
Must be fluent in English and specified secondary language.
Handles more complex customer service inquiries and problems via telephone, recording consistent problem areas.
May respond to email inquiries.
Customer service is the primary function.
Calls are non-routine and require deviation from standard screens, scripts, and procedures.
Handles situations which may require adaptation of response or extensive research according to customer response.
Uses computerized system for tracking, information gathering, and/or troubleshooting.
May handle escalated or unresolved calls from less experienced representatives.
Works on assignments that are moderately difficult, requiring judgement in resolving issues.
Understands implications of work and makes recommendations for solutions.
Bilingual fluency in Spanish preferred
Required to travel within the region assigned
High School diploma, GED, or equivalent certification
DSHS Community Health Worker certification preferred.
One year of human services experience or experience dealing with the public.
Proficient in Microsoft Office products.
Knowledge of Excel required.
Ability to work with customers in a caring and respectful manner and with due understanding of and consideration for their unique circumstances.
Excellent organizational, written, and verbal communication skills.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
Ability to work as a team member, as well as independently.
Must be able to remain in a stationary position for an extended period of time.
Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
Work is often performed conducting home visits, presentations, and part in an office environment.
Reliable transportation with proper insurance and a Texas Driver’s License that meets the State of Texas requirements.
Medicaid knowledge preferred

Nice To Haves

Bilingual - Spanish skills are preferred for this role, but not required.
DSHS Community Health Worker certification preferred.
Medicaid knowledge preferred

Responsibilities

Interface with and refer complaints and/or inquiries to the appropriate departments, agencies, advocates, and/or client representatives.
Maintain updated knowledge of managed care as it relates to client supported programs.
Meet the established processing guidelines, protocols and contract requirements related to complaint processing and the handling of PHI/PII.
Assist consumers in enrolling, disenrolling, and transferring into health plans, when appropriate.
Perform other duties as may be assigned by the Complaint Unit Supervisor and/or Project Management.
Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.

Benefits

bonuses based on performance included
Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.
Life insurance benefits
discounts on Auto, Home, Renter's, and Pet insurance.
401K Retirement Savings plan and Company Matching.
PTO, Holidays, and sick leave.
Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
Tuition Reimbursement - Invest in your ongoing education and development.
Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.