Customer Service Representative - Fort Wayne, IN
The Customer Service Representative - Eligibility Specialist (ES) is responsible for receiving high volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs. CSRs will assist customers by answer queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction. During calls, a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system. Additionally, an CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.
The Customer Service Representative is responsible for taking inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community.
Position Details & Benefits Package:
• Location: Onsite - Fort Wayne, IN
• Work Hours: 8:00 AM - 4:30 PM, Mon-Fri
• Base rate $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
Essential Duties and 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. - Potentially educate clients on fundamental program services and eligibility prerequisites. - Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility. - Fulfill additional responsibilities as delegated by Management.
- Handles high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift to answer questions regarding the Medicaid, SNAP, and TANF programs. - Apply State and/or federal eligibility rules for applicant/recipient information assessment. - Verifies applicant/recipient data through system interfaces. - Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy. - Communicates with applicants/recipients while researching and updating cases and documenting calls simultaneously. - Educates 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, fostering positive working relationships. - Verifies and enters applicant/recipient data into the State’s eligibility system and prepares cases for disposition by State Eligibility Consultant. - Processes cases and takes 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. - Attends all meetings and completes all trainings to stay informed on project/position updates. - Fulfill all performance requirements associated with eligibility processes. - Perform additional duties as assigned by management.
Minimum Requirements
- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
- At least 6 months of previous experience supporting the Indiana Eligibility project is required. - 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. - Moderate difficulty assignments requiring judgment and issue resolution. - Understanding of work implications and ability to recommend solutions. - Accurate data entry (40 keystrokes/minute), strong interpersonal skills. - Positive relationship-building with customers and state eligibility consultants. - 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. - Ability to remain stationary for an extended period. Preferred Qualifications:  - Some college or a college degree.  - 2+ years of relevant professional experience. 
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com.
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