Maximus helps government serve the people. At the national, state, and local level, we transform public policy into programs that change lives. For more than 40 years, we have partnered with state, federal, and local governments to provide communities with critical health and human service programs. Our people and innovative technologies help millions of Americans to connect with their state and federal government agencies every year.
JOB DESCRIPTION
Job Summary: The Call Center Manager is responsible for managing operations for the VA VISN 7 Clinical Contact Center with the goal of meeting program objectives and customer service level agreements. Essential Job Duties and Responsibilities: •Ensure project compliance with all operational requirements of the contract as well as corporate policies. •Manage Customer Service and Outreach Programs. •Manage direct reports and the cost-effective operation of all project tasks. •Supervise subcontractors that provide services to the program. •Oversee audits of operations. •Produce daily/weekly/monthly Service Level Agreement (SLA) report for a client, as well as ad hoc reporting. •Collaborate with other program leaders to ensure effective coordination of activities. •Develop and implement operational policies and procedures in collaboration with other key stakeholders. •Establish and maintain effective relationships with clients and other external entities. •Oversee the development and implementation of innovative methodologies to improve service levels and overall operation efficiency. •Supervise the project’s quality assurance and training programs as well as corrective actions to ensure compliance. •Monitor performance against key indicators established internally or by the clients. •Generate solutions to issues or complex problems. •Develop performance goals and objectives for staff, and monitor achievement of those goals. •Take incoming calls during high volume intervals (AHOD-All Hands on Deck). •Work Schedule: Evenings and Nights shifts, alternating coverage including weekend, holidays, and day shifts. •Perform other duties as may be assigned. Education and Experience Requirements: •Bachelor’s degree or equivalent combination of education, technical training or work experience considered in lieu of degree. •Minimum 3 years of management experience, 5 years of related experience. •Able to manage large-scale operations, including single or multiple sites. •Proven ability with operational analyses, processes, and performance indicators •Capable of performing comfortably in a fast-paced, deadline-oriented work environment. •Strong client management skills.
Customer Service Rep (Monticello, KY) in inWork From Home at M aximus
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
• 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.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
Job Requirements:
• High School diploma or GED required.
• Minimum six (6) months of customer service or administrative or call center experience required.
• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks.
• Must be able to work onsite and remotely from your home.
• Must live in Duval, Clay, Nassau, St. John's, Putnam, Baker, Clay, or Camden County
• Must be able to type a minimum of 23 WPM required.
• Must be able to effectively read a prepared / written script out loud
• Must be able to perform repetitive actions.
• Proven ability to work as a member of a team required.
• PC skills, including MS Office applications required.
• Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.
• May be required to work scheduled holidays, overtime, and weekends.
• Must be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed.
• Must be able to speak, read and write in English fluently.
• Must be able to certify in functions being trained.
ADDITIONAL REQUIREMENTS AS PER CONTRACT / CLIENT:
• Must reside in the U.S.
• Must be a U.S. Citizen
• 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.
• Must have high-speed internet (minimum of 20 Mbps) and be able to connect an ethernet cable directly to the router (cannot connect via Wi-Fi)
• All new hires may be required to travel to the company-designated location to obtain a PIV (Personal Identity Verification) card.
Job Summary
Essential Duties and Responsibilities:
- Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries. -
Customer service is the primary function.
- Calls are basic and routine.
- Uses a computerized system for tracking, information gathering, and/or troubleshooting.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
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 • 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. • Uses computerized system for tracking, information gathering, and/or troubleshooting. • May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff. Job Requirements: • High School diploma or GED required. • Minimum six (6) months of customer service or administrative or call center experience required. • Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks. • Must be able to work onsite and remotely from your home. • Must live in Duval, Clay, Nassau, St. John's, Putnam, Baker, Clay, or Camden County • Must be able to type a minimum of 23 WPM required. • Must be able to effectively read a prepared / written script out loud • Must be able to perform repetitive actions. • Proven ability to work as a member of a team required. • PC skills, including MS Office applications required. • Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training. • May be required to work scheduled holidays, overtime, and weekends. • Must be available to support all FSA programs via reassignment between programs (moving from one program to another), as needed. • Must be able to speak, read and write in English fluently. • Must be able to certify in functions being trained. ADDITIONAL REQUIREMENTS AS PER CONTRACT / CLIENT: • Must reside in the U.S. • Must be a U.S. Citizen • 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. • Must have high-speed internet (minimum of 20 Mbps) and be able to connect an ethernet cable directly to the router (cannot connect via Wi-Fi) • All new hires may be required to travel to the company-designated location to obtain a PIV (Personal Identity Verification) card.
VETERANS SERVICES
Job Description Summary
Process completed reports for final submission to VA through EMS
Work closely in conjunction with other Report Processing Specialists and QA Manager to submit all reports in a timely manner
Maintain thorough documentation of the process for all reports
Send “Daily Productivity” email with the number of daily processed reports to QA Manager and Regional Operations Manager.
Education and Experience Requirements
Additional Duties and Responsibilities
Answer emails and phone calls from quality analysts
Attend meetings as directed
Communicate and assist other departments in a collaborative effort to expedite cases
Work effectively within a team dynamic
Adapt to new instructions, requests or procedures as provided
Maintain a high sense of urgency at all times
Ensure the confidentiality of Veterans’ records
Requirements
High School Diploma or GED equivalent required
Self-starter
Advanced verbal and interpersonal skills
Advanced written communication skills, including excellent grammar
Advanced reading and comprehension abilities
Advanced analytical skills and detail-oriented
Advanced multi-tasking skills
Advanced organizational and prioritization skills, with a strong ability to meet strict deadlines with minimal supervision
Proficient typing skills
Proficient with Microsoft Word, Microsoft Outlook, Adobe Acrobat, general internet research, and beginner knowledge of Microsoft Excel.
Home Office Requirements
Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
Preferred Windows or Mac (no Chromebook) that is no more than 5 years old
OS for Windows – Windows 10
OS for Mac – Big Sur (11.0.1+); Catalina (10.15)
Preferred memory – 4+ GB
If you need an additional monitor, you will need to purchase it separately with company reimbursement of up to $120
Hardwired internet (ethernet) connection
Private work area and adequate power source.
JOB DESCRIPTION
Maximus is currently looking for a Remote Bilingual Customer Service Representative(s). This position assists callers by providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers live agents to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health topics.
Job Summary
Essential Duties and Responsibilities:
- Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries.
- Customer service is the primary function.
- Calls are basic and routine.
- Uses a computerized system for tracking, information gathering, and/or troubleshooting.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
Minimum Requirements:
- High School diploma or equivalent with 6 months of customer service experience.
Education and Experience Requirements
• Maintain a current understanding of CDC INFO 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 released • Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers) • Maintain up-to-date knowledge of CDC INFO regulations and policies as they apply • Assist with on the job training for new and temporary employees as requested • 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 • Maintain appropriate documentation of phone inquiries • May be required to work scheduled holidays • Overtime may be required• Must sign a Statement of Understanding
Education and Experience Requirements:
• High School diploma or GED required • Minimum two (2) years of customer service/administrative /call center experience required • Must be able to speak English clearly and professionally • Proven verbal and written communication skills a must • Experience working with a PC and a Windows environment required • Ability to effectively work within established contractual turnaround times required • Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks • Proven ability to work as a member of a team is required • All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes • All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure.
JOB DESCRIPTION
The Provider Reimbursements team supporting the Veterans Evaluation Services (VES) administered by Maximus, works closely with our providers to establish good rapport and to answer their inquiries regarding DBQs, travel pay, contractual agreements, and pay rates. They work with providers to help them understand their contracts with VES and VES’ own contract with VA. As needed, they will direct provider calls to other departments or members of other departments to assist with the resolution of non-payment requests.
Job Description Summary
Provider Reimbursements must be well versed in VES contracts and able to explain and negotiate contracts with our providers
Negotiates rates with our provider network; Reimbursements should be able to assess a number of factors when considering rates, including provider timeliness, report quality, history with the company, and any outlying circumstances
Negotiates provider bonuses as applicable and issues bonus requests; when considering bonuses, the Reimbursements team should be able to assess a variety of factors, including the size and approximate difficulty of a given case, any differences in regional pricing which may factor in, and any prior payment agreements which we may have with the provider
Reimburses travel expenses for VES-related work and conveys VES policies re: travel to providers; Provider Reimbursements should communicate with Regional Operations Managers and scheduling leadership to assess VES’ needs which necessitated travel and to discuss any other challenges related to provider travel.
Explains in detail our provider contracts and billing procedures as needed
Assists Billing team with provider inquiries into past payments
Assists Accounting by answering provider questions on 1099s and tax issues, and with the dispersal of 1099s as needed
Education and Experience Requirements
Additional Duties and Responsibilities
Maintain maximum security implementing and enforcing HIPPA with medical providers, veterans, and VA employees
Receive/submit power of attorney forms to diagnostics
Maintain a low call time of 5 minutes or less per call
Maintain all emails and respond efficiently
Respond efficiently to web contacts sent by veterans
Requirements
Bachelor’s degree or equivalent experience required
Customer Service experience required
Self-starter
Intermediate knowledge of pertinent medical terminology
Advanced verbal and interpersonal skills
Advanced written communication skills, including excellent grammar
Advanced reading and comprehension abilities
Advanced analytical skills and detail-oriented
Advanced multi-tasking skills
Advanced organizational and prioritization skills, with a strong ability to meet strict deadlines with minimal supervision
Proficient typing skills
Proficient with Microsoft Word, Microsoft Outlook, Adobe Acrobat, general internet research, and beginner knowledge of Microsoft Excel.
Home Office Requirements
Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
Preferred Windows or Mac (no Chromebook) that is no more than 5 years old
OS for Windows – Windows 10
OS for Mac – Big Sur (11.0.1+); Catalina (10.15)
Preferred memory – 4+ GB
If you need an additional monitor, you will need to purchase it separately with company reimbursement of up to $120
Hardwired internet (ethernet) connection
Private work area and an adequate power source.
JOB DESCRIPTION
Customer Service Representatives at Maximus make an impact every day by providing knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner for CDC-Info which is the Center for Disease Control’s national contact center. CDC-Info offers live agents to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health topics, including Covid-19. To prepare for this role, Maximus provides paid, comprehensive training which ensures our employees are equipped with the highest levels of knowledge and professionalism.
*This is a full-time-limited service position that is to be worked fully remote (work from home). Pay rates will be based on the county in which you live.
Job Description Summary
Maintain a current understanding of CDC-Info 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 released
Respond to telephone inquiries within the set departmental staffing and time parameters
Maintain appropriate documentation of phone inquiries
Maintain up-to-date knowledge of CDC-Info regulations and policies as they apply
Utilize databases and written materials to look up and provide information to telephone inquiries
Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers)
Assist with on the job training for new and temporary employees as requested
Report problems that occur and assist with the resolution
May be required to work scheduled holidays
Overtime may be required
Must sign a Statement of Understanding
Education and Experience Requirements
Requirements:
High school diploma or equivalent required
Minimum six (6) months customer service/administrative /call center experience required
Must be able to speak English clearly and professionally
Proven verbal and written communication skills a must
Experience working with a PC and a Windows environment required
Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
Proven ability to work as a member of a team is required
All CDC-Info personnel will be required by contract to undergo periodic program update training as the program changes
All CDC-Info personnel are required to sign a Statement of Understanding and Non-Disclosure
Home Office Requirements:
Hardwired internet (ethernet) connection with 20 Mbps minimum
Private work area and adequate power source
Candidate must provide a computer (Chromebooks will not work), monitor & hardwired headset.
Job Description The Case Building Department supporting the Veterans Evaluation Services (VES) administered by Maximus, makes an impact every day by translating rudimentary VA exam requests into highly detailed, organized cases that the provider can readily use to evaluate a Veteran’s conditions. Case Builders streamline the evaluation process by allowing Providers to evaluate Veterans more efficiently
. Candidates must possess the desire to assist our wounded veterans with a caring, positive, and patriotic attitude. To prepare you for this role, the VES provides paid, comprehensive training which ensures all new employees provide the highest levels of knowledge and professionalism.
Job Description Summary
Read and comprehend the exam request sent by the VA, and process accordingly
Check veteran’s previous cases for overlapping information and other issues
Draft and submit clarification inquiries to the VA to better understand the information contained, or resolve any inconsistencies that exist, within the exam request
Enter information into the software for the doctor to be able to utilize during and after the appointment
Ensure providers have the necessary documentation and medical records to properly evaluate Veterans
Research medical conditions and new information when necessary
Identify and include all relevant worksheets and diagnostics requested by the VA
Appropriately draft and format questions the VA would like the Provider to address
Communicate with other departments to share relevant information when necessary to best complete the case
Thoroughly checks overwork before sending it on to the next department
Assists in peer-reviewing other Case Builders’ work before appointments are see
Education and Experience Requirements Additional Duties and Responsibilities
Attends meetings with the Case Building team in order to stay up to date on important information
Understands and successfully uses OMS software, Microsoft Office programs, Internet, and e-mail
Responds promptly and appropriately to messages from supervisors, co-workers, and other departments
Requirements
High School Diploma or GED equivalent required
Intermediate understanding of pertinent medical terminology
Proficient typing skills
Strong and professional verbal and written communication skills, including excellent grammar, and highly developed interpersonal skills
Excellent reading and comprehension abilities
Proficient with Microsoft Word, Microsoft Outlook, Adobe Acrobat, general internet research, and beginner Microsoft Excel knowledge
Self-starting and highly analytical
Excellent organizational and prioritization skills with a strong ability to meet strict deadlines with minimal supervision
Exceptional multi-tasking capabilities.
Home Office Requirements
Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
Preferred Windows or Mac (no Chromebook) that is no more than 5 years old
OS for Windows – Windows 10
OS for Mac – Big Sur (11.0.1+); Catalina (10.15)
Preferred memory – 4+ GB
If you need an additional monitor, you will need to purchase it separately with company reimbursement of up to $120
Hardwired internet (ethernet) connection
Private work area and an adequate power source.
JOB DESCRIPTION
Bilingual Customer Service Representatives at Maximus make an impact every day by providing knowledgeable responses to numerous telephone inquiries in a courteous, timely, and professional manner for CDC-Info which is the Center for Disease Control’s national contact center. CDC-Info offers live agents to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health topics, including Covid-19.
To prepare for this role, Maximus provides paid, comprehensive training which ensures our employees are equipped with the highest levels of knowledge and professionalism.
Job Description Summary
Maintain a current understanding of CDC-Info 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 released
Respond to telephone inquiries within the set departmental staffing and time parameters
Maintain appropriate documentation of phone inquiries
Maintain up-to-date knowledge of CDC-Info regulations and policies as they apply
Utilize databases and written materials to look up and provide information to telephone inquiries
Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers)
Assist with on the job training for new and temporary employees as requested
Report problems that occur and assist with the resolution
May be required to work scheduled holidays
Overtime may be required
Must sign a Statement of Understanding
Education and Experience Requirements
Requirements
A high school diploma or GED equivalent required
Minimum six (6) months customer service/administrative /call center experience required.
Must be able to speak English and Spanish clearly and professionally
Proven verbal and written communication skills a must
Experience working with a PC and a Windows environment required
Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
Proven ability to work as a member of a team is required
All CDC-Info personnel will be required by contract to undergo periodic program update training as the program changes
All CDC-Info personnel are required to sign a Statement of Understanding and Non-Disclosure
Home Office Requirements
Hardwired internet (ethernet) connection with 20 Mbps minimum
Private work area and adequate power source
Candidate must provide a computer (Chromebooks will not work), monitor & hardwired headset
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