Outreach Counselor - North Denton & Grayson Counties

Outreach Counselor - North Denton & Grayson Counties General Information City: Arlington State: TX Country: United States Working Time: Full-time Description & Requirements Maximus is looking for an Outreach Counselor to support the North Denton & Grayson counties. This important position provides effective customer services via telephone and in person to clients and community members regarding the selection, enrollment, and eligibility requirements for various Texas Health and Social Services Programs. As an Outreach Counselor, you will utilize excellent in-depth knowledge of enrollment requirements, program information, and policies. You will also identify, develop, and build relationships with community, state, and faith-based organizations to enhance our presence in the community. Bilingual - Vietnamese or Spanish skills are preferred for this role but not required. Since this position requires local travel, applicants who reside within reasonable commutable distance will be given preference. Benefits Competitive Compensation – Quarterly bonuses based on performance included. Comprehensive Insurance Coverage – Medical, Dental, Vision, Prescription, and partially funded HSA. Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance. Future Planning – 401 K Retirement Savings plan with company matching. Paid Time Off Package – PTO, holidays, and sick leave. Holistic Wellness Support – Resources for physical, emotional, and financial wellness through the Employee Assistance Program (EAP). Recognition Platform – Acknowledgement and appreciation of outstanding employee contributions. Tuition Reimbursement – Support for ongoing education and development. Employee Perks and Discounts – Additional benefits and discounts exclusively for employees. 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. 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 requiring 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. Conduct outreach, including phone calls, home visits, and community presentations in the field (approximately 50 % of the time); travel independently using proper safety precautions. Conduct one‑on‑one and group outreach presentations to recipients and community members within a specific territory. Present program education and enrollment options to encourage recipient action, and provide managed‑care guidance as needed. Identify, develop, build, and maintain positive relationships with county staff, state agencies, and community/faith‑based groups. Retrieve, research, and analyze data from multiple databases to answer client concerns and perform direct data entry into internal automated systems. Identify issues, problem‑solve, and regularly escalated unresolved concerns to management. Establish and maintain knowledge of the community; participate in community events, health fairs, and other activities. Multi‑task in several computer applications while holding a conversation with client. Document activity in automated systems and report outcomes on a daily/weekly basis. Ensure confidentiality of client information. Use customer‑service skills to adapt to situations and deal with clients face‑to‑face. Work a flexible schedule including weekends and evenings. Assist other Outreach Counselors and team members with management and completion of daily duties to ensure compliance with contract standards and requirements. May be required to wear personal protective equipment (PPE) for in‑person client interactions. Provide inbound customer‑service support via telephone when needed. Perform other duties as assigned by management. Qualifications High‑school diploma or GED required; 1 + years of relevant professional experience required, or equivalent combination of education and experience. Bilingual fluency in Spanish or Vietnamese preferred. Required to travel within the assigned region. DSHS Community Health Worker certification preferred. Proficient in Microsoft Office products; knowledge of Excel required. Ability to work with customers in a caring and respectful manner, considering their unique circumstances. Excellent organizational, written, and verbal communication skills. Ability to perform comfortably in a fast‑paced, deadline‑oriented work environment. Ability to work as a team member and independently. Must be able to remain in a stationary position for an extended period of time. Occasionally lift, carry, or move items weighing up to 25 pounds. Work often involves home visits, presentations, and some office work. Reliable transportation with proper insurance and a Texas Driver’s License that meets state requirements. Medicaid knowledge preferred. 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 View email address on click.appcast.io . #J-18808-Ljbffr Maximus