Customer Service Representative
About MAXIMUS
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People®, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. With approximately 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore, and the United Kingdom. Launch your career with Maximus through one of our dynamic customer service centers. Read employee reviews here
Maximus is hiring 1000 Customer Service Representative - Dept. of Education (Remote)
FL-Jacksonville, SC-Blythewood, US-TX-El Paso,
Job Introduction
Maximus is currently looking for Customer Service Representatives to support the Department of Education. The primary responsibilities will be to respond to incoming calls, emails or chats regarding Federal Student Aid (FSA) Loan Servicing. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism. Pay and Benefits:
Base rate = $13.58/hour
Plus an additional $4.54/hr for health and wellness benefits
Paid training
The opportunity to work from the comfort of your home
A supportive environment with peers who share your passion for improving people’s lives
A career path that unfolds based on how you want to grow within the company
Job Description Summary
Respond to incoming calls, e-mails, or chats regarding Federal Student Aid (FSA) Loan Servicing
Answer inquiries and notate accounts regarding the information provided and actions taken in response to those inquiries
Make outbound calls to follow up with customers to clarify information or provide account updates
Process Credit Bureau Requests utilizing established processes and procedures
Support Contact Center expectations as well as departmental and corporate policies and procedures
Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
Utilize available systems, knowledgebase and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties
Refer escalated calls or inquiries to appropriate levels as needed
Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
Education and Experience Requirements
Job Requirements:
High School diploma or GED equivalent
Minimum six (6) months customer service or administrative or call center experience
Must be able to speak, read and write in English fluently
Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
Must be able to type a minimum of 23 WPM required
PC skills, including MS Office applications required
The applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
Must be reliable and maintain an acceptable attendance and punctuality record
Must be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements as per contract/client:
Must be a U.S. citizen
Must currently reside in the U.S.
Must be able to pass a criminal background check
Must not be delinquent or in default on any federal student loans
Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.
Home Office Requirements:
Hardwired internet (ethernet) connection
Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
Private work area and adequate power source
All equipment will be shipped to you (Computer & Headset)
US-TX-El Paso
Job Introduction
Maximus is currently looking for Customer Service Representatives to support the Department of Education. The primary responsibilities will be to respond to incoming calls or chats as well as make outbound calls regarding Federal Student Aid (FSA) Loan Servicing. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism. Training Schedule: Must be able to attend 4 weeks of Training (Remotely – from Home), Monday – Friday, 7 am-3:30 pm MT. No time off is permitted during training. Upon completion of training, your work schedule will be assigned to you.
Education and Experience Requirements
Pay and Benefits:
Base rate = $11.64/hour
Plus an additional $4.54/hr for health and wellness benefits
Paid training
The opportunity to work from the comfort of your home
A supportive environment with peers who share your passion for improving people’s lives
A career path that unfolds based on how you want to grow within the company
Primary Responsibilities:
Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
Answer inquiries and notate accounts regarding the information provided and actions taken in response to those inquiries
Make outbound calls to follow up with customers to clarify information or provide account updates
Process Credit Bureau Requests utilizing established processes and procedures
Support Contact Center expectations as well as departmental and corporate policies and procedures
Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties
Refer escalated calls or inquiries to appropriate levels as needed
Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
Job Requirements:
A High School diploma or GED equivalent required
Minimum six (6) months customer service, administrative or call center experience required
Must be able to speak, read and write in English fluently
Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
Must be able to use basic math skills
PC skills, including MS Office applications required
The applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
Must be reliable and maintain an acceptable attendance and punctuality record
Must be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements as per contract/client:
Must be able to effectively read a prepared/written script out loud
Must be a U.S. citizen
Must currently reside in the U.S.
Must be able to pass a criminal background check
Must not be delinquent or in default on any federal student loans
Training Schedule: Must be able to attend 4 weeks of Training (Remotely – from Home), Monday-Friday, 8 am-4:30 pm CT. No time off is permitted during training. Upon completion of training, your work schedule will be assigned to you. Pay and Benefits:
Base Pay = $14.71/hour
Plus an additional $4.54/hr for health and wellness benefits
Paid training
The opportunity to work from the comfort of your home
A supportive environment with peers who share your passion for improving people’s lives
A career path that unfolds based on how you want to grow within the company
Job Description Summary
Primary Responsibilities:
Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
Answer inquiries and notate accounts regarding the information provided and actions taken in response to those inquiries
Make outbound calls to follow up with customers to clarify information or provide account updates
Process Credit Bureau Requests utilizing established processes and procedures
Support Contact Center expectations as well as departmental and corporate policies and procedures
Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties
Refer escalated calls or inquiries to appropriate levels as needed
Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
Education and Experience Requirements
Job Requirements:
A High School diploma or GED equivalent required
Minimum six (6) months customer service, administrative or call center experience required
Must be able to speak, read and write in English fluently
Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
Must be able to use basic math skills
PC skills, including MS Office applications required
The applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
Must be reliable and maintain an acceptable attendance and punctuality record
Must be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Job Introduction
This is a Limited Service position.
Job Description Summary
Job Summary
Essential Duties and Responsibilities: - Oversee the day-to-day functions of the Quality Assurance (QA) department. - Manage an effective quality assurance program that monitors for and resolves issues before they become problems. - Supervise the development and regular update of policies and procedures. - Evaluate the need for and ensures the provision of necessary training for project personnel, providing up-to-date information on relevant programs, community resources, and options for consumers. - Arrange staff training on a regular and ongoing basis. Ensure project training program meets all corporate requirements. - Provide project leadership with updates on all issues regarding quality, operations, training, and policy and procedures. - Provide leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service, and conflict resolution. - Prepare reports and briefings for project leadership and review monthly and quarterly project status reports provided to the Department. Minimum Requirements: - Bachelor's degree in a related field. - 5-7 years relevant professional experience required.
Education and Experience Requirement
3+years of supervisory experience required.
Job Introduction
Maximus is currently looking for Limited Service Health Specialist (Correspondence) for our CDC Info program. This position is responsible for providing advanced and accurate clinical inquiry responses to health-related, disease control,, and prevention issues, including questions related to bioterrorism, first responders and national emergency situations from medical and other health care professionals, educators, and government agencies.
Job Summary
Essential Duties and Responsibilities: - Provides advanced clinical inquiry responses (verbal and written) to health-related inquiries from consumers, educators, or medical/health professionals. - Provides medical subject matter expertise. - Performs advanced database searches. - Composes documents, reports, and correspondence. - Documents all incoming inquiries. - Participates in special projects as required. Minimum Requirements: - High School diploma or equivalent with 1-2 years of experience. - Associate degree preferred. - May have additional training or education in the area of specialization.
Education and Experience Requirements
• Provide advanced clinical inquiry responses (verbal and written) to health-related inquiries from consumers, educators, and medical/health professionals including State and local health departments and other government offices; • Provide subject matter expertise on CDC topics covered by CDC–INFO which includes HIV/AIDS, Immunizations, Environmental Health, NIOSH; Tuberculosis, and Statistics, to name a few • Respond to inquiries resulting from current events, such as food outbreaks, natural disasters and other events • Perform advanced database searches • Perform assigned work in accordance with quality assurance measures • Respond to medical personnel and clinicians in both verbal and written formats • Bachelor’s Degree or Master’s Degree in a health discipline or a clinical license. • The following licenses are preferred but not required: LPN, R.N., P.A. or M.D. • English or Bilingual (English/Spanish) • Experience in an experience medical, scientific, and public health discipline • Clinical knowledge of and experience in CDC related topics • Proficient internet search skills • Working knowledge of Microsoft Office and ability to learn and utilize software applications • Excellent listening, comprehension, communications (verbal and written), problem-solving, and customer service skills • Ability to work independently and communicate effectively • Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks Home Office Requirements:
Access to wired internet connection/ethernet
Internet download speed of 20mbps or higher required (you can test this by going to speedtest.net)
Private work area and adequate power source
Personal computer & headset with microphone (Tablets and Chromebooks are not permitted.)
Job Description Summary
Medical Review Consultant reviews clinical data and applies Medicare law and Plan medical criteria to make medical necessity determinations.
Essential Job Duties: • Provides evidence-based clinical reviews of Medicare appeals. • Completes analysis by applying Medicare law and policy to medical records. • References appropriate compendia and peer-reviewed medical literature as necessary. • Utilizes Internet and other tools to research issues pertaining to federal or local law, federal regulations, and relevant CMS and plan policies. • Researches experimental or investigational medical procedures or technology. • Clarifies utilization specifications, coding, and medical necessity issues. • Drafts medical necessity determinations in a clear and succinct fashion for inclusion into appeal decision letters • Maintains familiarity with NCQA and/or state and federal regulations as required by the position. • Performs other duties as may be assigned by management Education Required: Doctor of Medicine or Osteopathy currently licensed in a US State and not less than three years, post Board certification, experience in direct patient care; Education Preferred: Board certification in one of more specialties recognized by the ABMS (American Board of Medical Specialties) or AOBM (American Osteopathic Board of Medicine).; Preferred two years’ experience with Medicare rules and regulations with a demonstrated understanding of the Medicare program Licenses and/or Certifications Required: Doctor of Medicine or Osteopathy currently licensed in a US State; Ability to pass stringent credentialing based upon URAC/NCQA type standards. Skills / Knowledge Required: Knowledge of medical review and utilization review. Ability to learn Maximus internal systems; Ability to acquire knowledge of Medicare regulations, guidelines, and coverage rules; Excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; Ability to successfully execute many complex tasks simultaneously; Demonstrates teamwork and promotes positive company relations. Proficient in Microsoft Office and ability to type at least 25 wpm; Ability to quickly learn internal computer system
Duties/Responsibilities
1. Analyzes, monitors, and evaluates the function of the workforce call center by monitoring activities on a real-time basis.
2. Creates and communicates schedules and provides regular reports to management on workload and workforce.
3. Works with operations leadership to determine and implement adjustments that may be necessary to optimize service delivery quality and efficiency using such criteria as agent to queue ratios, adherence, agent skillset and call back assignments.
4. Creates and designs ad hoc reports for data pertaining to agent scheduling, call volumes, agent performance, and other metrics.
5. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs.
6. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.
7. Make recommendations for improvements in project performance based on analysis of complex metrics.
8. Identifies, shares, and continuously improves best practices throughout the MAXIMUS WFM community
9. Uses metrics to analyze and recommend improvements to the WFM process and operating
- Approve or deny employee requests for time off based on analysis of staffing needs, balancing business needs and the needs of the call center workforce.
- Display sound judgment when coding information into the WFM platform, determining availability, effect, and consequence of such actions, ensuring the action is within policy and procedures, and communicating the action to the proper personnel
Position Requirements
Education Required: Associates degree from an accredited college or university in Computer Science, Information Systems, Mathematics, Statistics or related field, or equivalent experience.
Education Preferred: Workforce Management Certification
Skills / Knowledge Required: Strong analytical skills with the ability to identify, analyze and interpret problems and trends; an understanding of call- or service-center metrics, terminology, and business processes; proficiency in Intermediate Microsoft Office Applications, excellent communication skills
Skills / Knowledge Preferred: Preferred qualifications include knowledge and understanding of managed care organizations, Medicaid, Affordable Care Act.
Job Introduction
The Vaccine Schedule (Customer Service Representative III) at Maximus makes an impact every day by responding to inquiries resulting from COVID-19 vaccination scheduling questionnaires or communications. Agents will answer incoming calls from the public related to COVID-19 vaccination scheduling. This position will require Agents to use independent judgment to understand the logistics of available timeslots and if the location, distance and/or time of available appointments is a reasonable distance/timeframe to book an appointment. The position may require agents to make outgoing calls to follow up on vaccination questions. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism. Pay and Benefits:
Great pay, based on the county in which you live
The opportunity to work from the comfort of your home
A variety of shifts that meet lifestyle and family goals
Leadership support to ensure success in a meaningful career
Many opportunities for promotion and career advancement into a global company
Job Description Summary
Essential Duties and Responsibilities:
Agents will be required to evaluate the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine appointment
Transfer/refer caller to appropriate entities according to the established guidelines
Facilitate the fulfillment of caller requests for materials via mail, email, or download
Maintain a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner
Adhere to the Privacy Act as it relates to the confidentiality of information provided by callers
Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers)
Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
Escalate calls or issues to the appropriate designated staff for resolution, as needed
Track and document all inquiries using the applicable systems
Facilitate translation services for non-English speaking callers according to outlined procedures
Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems
Meet quality assurance (QA) and other key performance metrics
Report problems that occur and assist with the resolution
Utilize databases and written materials to look up and provide information to telephone inquiries
Respond to telephone inquiries within the set departmental staffing and time parameters
Education and Experience Requirements
Education and Experience:
High School Diploma or GED equivalent
U.S. Citizenship required
6+ months experience in a medical or public health discipline
Previous experience in customer service preferred
Effective communicator with a strong ability to provide empathy and excellent customer experience
Clinical knowledge of and experience in medical, public health, and/or CDC related topics
Strong data entry and telephone skills
Proficient internet search skills
Working knowledge of Microsoft Office and ability to learn and utilize software applications
Excellent organizational, interpersonal, written, and verbal communication skills
Excellent listening, comprehension, communications (verbal and written) problem solving and customer service skills
Ability to perform comfortably in a fast-paced work environment
Ability to successfully execute many complex tasks simultaneously
Ability to work as a team member, as well as independently
Job Description Summary
The purpose and role of this position is to develop, coordinate, execute, and analyze data for communications strategies and initiatives, primarily focused on supporting internal communications and labor relations. Effective internal communications create more efficient operations by providing employees with the information, tools, and resources so they can focus on their work. Communications efforts include but are not limited to employee updates, employee engagement, labor relations, event planning, and information technology support.
Requirements and Qualifications: · Bachelor's degree from an accredited college or university required, preferred field of study in Communications, Public Relations, or English. · 3-5 years of related work experience is required, preferably in a corporate setting. Experience in communications, media relations, and tailored writing for different audiences. · Prior experience with union avoidance campaigns · Understanding and applications of data metrics in improving readership and communications efforts. · Exceptional writing and editing skills required. · Full knowledge of Associated Press (AP) style writing, required. · Expert use of Microsoft PowerPoint and Word; proficient use of Excel, required. · Proficient use of Adobe Creative Cloud Suite preferred.
Job Description Summary
Job Summary:
The Coordinator Medical - Bill Review will manage complex case files from the date received to date closed for Independent Billing Review (IBR), and determine the eligibility of California IBR appeals under the direction of the Team Lead. The Coordinator Medical - Bill Review will also create cases in the case management system, respond to inquiries from all parties, request additional information from Claims Administrators as needed, prepare all types of IBR letters for mailing, and perform redaction or any other IBR process as needed.
Essential Job Duties:
• Manage complex case files from the date received to date closed
• Perform data entry tasks with accuracy
• Verify information received from participants is accurately entered into the case management system
• Examine case file to ensure all relevant information has been submitted
• Apply critical thinking skills in assessing submitted documentation
• Determine eligibility of appeals and submit potentially ineligible cases to the California DWC for final eligibility determination
• Request required additional information from all parties
• Draft correspondence regarding eligibility and assignment
• Interact with all interested parties via email and phone when necessary
• Ensure that process is being completed timely according to contract regulations
• Work with Systems Development staff at the direction of the IBR Manager regarding Entellitrak updates to enhance the IBR process
• Perform other duties as may be assigned by management
Additional Education and Experience Requirements:
Associate degree required in a healthcare field from an accredited college or university for Registered Health Information Administrator or Technician (RHIA/RHIT) certification preferred.
Or a minimum of three (3) years of health claims processing experience with an insurer, provider, governmental entity, or medical review organization is required.
Would consider an Associate degree in a health care field from an accredited college or university and coding or billing certification through AHIMA or AAPC.
• Strong understanding of health claims payment practices and health insurance contracts between Providers and Claim Administrators
• Knowledge of claim processing practices
• Familiarity of application of claims processing rules (such as multiple surgery payment rules, appropriateness of assistant at surgery reimbursement, etc.)
• Ability to acquire knowledge of State of California reimbursement regulations and guidelines
• Familiarity in CPT, ICD-9-CM and ICD-10, HCPCS, DSMIV coding, and NDC assignment
• Ability to perform mathematical calculations
• Knowledge of the Medicare reimbursement methodologies and concepts
• Knowledge of and experience with California Workers’ Compensation billing and coding rules preferred
• Ability to review regulations to determine if exceptions exist that alter industry-standard payment rules
• Excellent organizational, interpersonal and verbal communication skills
• Strong analytical skills, including the ability to research issues
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment, and to execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently
• Ability to work with little supervision on a remote project
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