About The Position
The Maximus SoonerCare Project is seeking a Senior Client Support Representative – Client Support (Tier 2). This role involves handling advanced and escalated inquiries that require research, analysis, sound judgment, and collaboration. The position supports customers, providers, stakeholders, and operational teams, contributing to trend identification, process improvement, and enhancing service delivery quality and accuracy. This is a Full-Time, Regular employment opportunity with the option to work from home or onsite. Applicants must reside in or within 40 miles of Oklahoma City.
Requirements
- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.
- Must be able to pass all pre-employment screenings, including a background check
- Must have at minimum a HS Diploma or GED/equivalent
- Must currently reside in the Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site)
- 1 year of Customer service experience required
Nice To Haves
- Call Center service experience preferred
Responsibilities
- Respond effectively to inbound and outbound customer, provider, or stakeholder contacts via telephone, Interactive Voice Response (IVR), written correspondence, or system workflows.
- Provide accurate, unbiased information regarding eligibility, enrollment, services, and program requirements across multiple contract programs.
- Investigate, analyze, and resolve complex or escalated issues originating from multiple service channels, including contact center, operations, research, and interface processes.
- Research beneficiary or case history, interpret data from multiple systems, and report findings or recommendations to management as needed.
- Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and compliance standards.
- Access, read, and interpret customer, beneficiary, provider, and system data elements to support issue resolution.
- Maintain up to date knowledge of programs, policies, procedures, and contract compliance requirements and apply them accurately to case resolution.
- Serve as a liaison or support resource for internal teams, health plans, or external partners by researching inquiries and coordinating resolution efforts.
- Provide backup support to operational functions as needed, which may include contact center operations, forms processing, research, interface tracking, or mailroom support.
- Anticipate potential issues, identify trends or risks affecting operations or service delivery, and proactively escalate concerns to management.
- Provide feedback to leadership regarding staff performance, training needs, or process gaps.
- Recommend procedural, workflow, or process improvements to enhance accuracy, efficiency, and compliance.
- Review knowledge base content, reference materials, or system documentation and make recommendations for updates or improvements.
- Participate in special projects, audits, or initiatives as assigned.
- Support the development and delivery of training or knowledge sharing activities when needed.
- Establish and maintain effective working relationships with internal teams, supervisors, and external partners.
- Meet or exceed established productivity, quality assurance, and performance standards.
- Maintain confidentiality and security of customer, provider, and program information at all times.
- Perform other related duties as assigned by management.
Benefits
- Flexibility tailored to your needs
- Bonuses based on performance
- 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 extended sick leave
- Short and Long Term Disability coverage.
- Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
- Recognition Platform
- Tuition Reimbursement
- Employee Perks and Discounts
- Maximus Wellness Program and Resources
- Professional Development Opportunities: Participate in training programs, workshops, and conferences.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
