Customer Service - Call Center Rep

Must Haves:
Call Center experience

Preferred but not required: Bilingual (Spanish, Creole, Arabic)

For nearly 40 years, MAXIMUS has partnered with state, federal and local governments to provide critical health and human service programs to a diverse array of communities. We leverage our extensive experience and strong commitment to ethics to provide high quality services and solutions. With a passion for public service, our staff of approximately 11,000 employees is dedicated to providing innovative programs that improve the quality of life around the globe.

JOB RESPONSIBILITIES:
1. Respond to AHCT Call Center inquiries and complaints received by telephone, IVR, and web portal using applicable reference materials from the Knowledge Management System (KMS), Frequently Asked Questions, and other online resources to provide information as appropriate to resolve inquiries and complaints.
2. Retrieve, review, verify, collect, record, or update customer contact information and data through the CRM.
3. Assess customer inquiries and screen complaints to determine the correct course of action.
4. Educate callers about the Affordable Care Act, AHCT eligibility screening, application, inquiry, complaints, claims, exemptions, appeals and enrollment procedures, including Medicaid program benefits and policies.
5. Direct callers through plan comparison on the web portal and assist with other self-service tools as appropriate.
6. Transfer appropriate enrollment calls to Brokers and Escalate inquiries or complaints as needed to a Tier 2 Call Center Representative and transfer to Tier 3 staff, the AHCT, DSS Benefits Center, OHA, CID, and other consumer support resources as appropriate.
7. Process QHP enrollments, plan changes, and disenrollments if plan is known to caller, and update the CRM.
8. Record all inquiry and complaint resolution information in the CRM.
9. Assist Brokers and Navigators with inquiries and eligibility and enrollment issues as appropriate.
10. Identify and handle priority requests as appropriate.
11. Maintain up-to-date knowledge of all program information, policies and procedures, and other resources stored on the KMS and available through other online resources.
12. Remain courteous, helpful, and sensitive to customer needs at all times.
13. Remain unbiased and maintain customer confidentiality.
14. Raise issues of concern and/or problems to the attention of a Tier 2 Call Center Representative or Tier 1 Call Center Supervisor.
15. Direct callers to the customer satisfaction survey as appropriate.
16. Meet all standards established for this position as outlined in performance criteria and perform other duties as may be assigned by management.
17. Meets all standards established for this position as outlined in the attached performance criteria.
18. Performs other duties as may be assigned by the Call Center Supervisor or Management.

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.