Sr. Customer Service Representative - Albany, NY

MAXIMUS, Inc.•Albany, NY

36d•$19•Onsite

About The Position

Maximus is currently looking for a Sr. Customer Service Representative to join our growing team. This position is responsible for providing response to inbound inquiries from New York State providers regarding unpaid claims and other billing-related concerns. This is an onsite position located in Albany, New York. Why Maximus? Starting pay: $19/hour Work/Life Balance Support - Flexibility tailored to your needs! Competitive Compensation - Bonuses based on performance included! Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance. Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching ï¸ Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage. 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. Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs. Professional Development Opportunities: Participate in training programs, workshops, and conferences.

Requirements

High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.
Experience working with government sponsored programs

Nice To Haves

Experience working with NYSOH Marketplace or medical billing.

Responsibilities

Interface with clients and refer complaints or inquiries to appropriate departments, agencies, advocates, or client representatives.
Stay updated on managed care relevant to supported client programs.
Adhere to processing guidelines, protocols, and contract requirements for complaint processing and handling PHI/PII.
Assist consumers in health plan enrollment, disenrollment, and transfers when necessary.
Fulfill assigned duties directed by the Complaint Unit Supervisor or Project Management.
Meet performance standards outlined in the annual criteria and bonus template for the position.
Address complex customer service inquiries and problems over the telephone, noting consistent issues for resolution.
Potentially respond to email inquiries.
Prioritize customer service as the primary function, handling non-routine calls requiring deviation from standard procedures.
Manage situations needing adapted responses or extensive research based on customer needs.
Utilize computerized systems for tracking, information gathering, and troubleshooting.
Handle escalated or unresolved calls from less experienced representatives.
Tackle moderately difficult assignments, exercising judgment in issue resolution and recommending solutions.
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.
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.
Handles more complex provider inquiries and problems via telephone, recording consistent problem areas.
May respond to email inquiries.
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.
Demonstrates strong attention to detail to ensure accuracy and thoroughness in all tasks and documentation.
Follows established guidelines and directions while maintaining a proactive approach to meeting objectives and deadlines.
Effectively manages multiple tasks and priorities under pressure, ensuring high-quality outcomes in a fast-paced environment.
Performs other duties as assigned by management

Benefits

Work/Life Balance Support - Flexibility tailored to your needs!
Competitive Compensation - Bonuses based on performance included!
Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching
Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
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.
Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
Professional Development Opportunities: Participate in training programs, workshops, and conferences.