Maximus

- Customer service is the primary function.

- Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling
  vaccines or sending out kits, from general public, clinicians and government officials in
  accordance with all CDC and Maximus performance standards, policy and procedures,
  and protocols including but not limited to the confidentiality and privacy policy.
- Calls, emails, chats, vaccine appointments and sending out kits are predominantly
   routine, but may require deviation from standard screens, scripts, and procedures.
- Utilize databases and written materials to look up and provide information to requests.
- Maintain up-to-date knowledge of CDC Public Responses, procedures, and policies to
  provide knowledgeable responses to numerous inquiries in a courteous, timely and
  professional manner.
- Track and document all inquiries, appointments, kits, using CRM and applicable
  systems.
- Meet Quality Assurance (QA) and other key performance metrics.
- Escalate calls, emails, chat, scheduling or kit related issues to the appropriate
  designated group.
- Continually look for and suggest process improvements, which will benefit Maximus,
  CDC, and the public (inquirers).
- Attend meetings and training as requested and maintain up to date knowledge of
  public response, programs, and systems.
- Extended hours (weekend and/or holiday) may be required on occasion, depending on business needs.