Bilingual Customer Service Representative I - Spanish/English - Bronx, NY

Bilingual Customer Service Representative I - Spanish/English - Bronx, NY

As a trusted resource for the community, you will provide both face-to-face and telephone support, guiding individuals through the enrollment process, explaining managed care plan options, and delivering compassionate, people-centered service. Your ability to communicate fluently in both English and Spanish will help ensure members receive the support and information they need to access quality healthcare.

This is an excellent opportunity for individuals who enjoy helping others, building relationships, and making a meaningful impact in their community. Whether you are starting your customer service career or bringing prior experience, we provide the training and support needed to succeed, including maintaining your Certified Application Counselor (CAC) certification.

Monday – Friday schedule, 8:30 AM – 5:00 PM

Essential Duties and Responsibilities:

• Coordinate and process intake referrals received via incoming calls, voicemail, email, or other designated channels.
• Respond to inquiries, provide general program information, and refer clients or providers to appropriate agencies or resources in accordance with established guidelines.
• Perform initial eligibility screening for services using defined criteria and procedures.
• Review and screen applications and supporting documentation for completeness and accuracy.
• Enter, update, and maintain application, intake, and case information in applicable databases and systems.
• Research, verify, and document information by accessing approved internal or external systems, including government agency systems as applicable.
• Contact customers or providers to obtain missing or incomplete information related to applications or documentation.
• Coordinate with internal staff or field resources, including site visit personnel, to collect and verify required information or results.
• Assist customers in accessing services aligning with specific program objectives including educational and vocational training, medical support, childcare, transportation, mental health services, legal aid and related needs.
• Determine urgency and sensitivity of incoming matters and route or escalate appropriately.
• Support outreach and engagement activities by assisting customers through defined phases of the application, enrollment, or service process.

Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients - Assist Call Center Operations and other departments as determined by project management to meet business needs - Regular member of a processing unit within the Outreach department: EEU, Data Entry, and Manual Notices - Conduct shadowing / training activities with new hires - Works in assigned special projects - Maintain Certified Application Counselor CAC active certification - Conduct Certified Application Counselor (CAC) tasks in select counties - Maintain updated knowledge of the New York Medicaid Choice Project - Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position - Perform other duties as assigned by Management

Minimum Requirements - High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and 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. Minimum Salary $ 19.00 Maximum Salary $ 21.00