Maximus

Essential Duties and Responsibilities:
-    Serve as a subject matter resource for customer inquiries received via telephone, interactive voice response (IVR), web based portals, or outreach activities regarding program information and services.
-    Manage and support escalated enrollment cases and processes in accordance with established case resolution procedures.
-    Respond to complex or sensitive customer concerns by applying program policies, procedures, and guidelines to determine appropriate actions or referrals.
-    Accurately document customer interactions, case activity, outreach efforts, and actions taken in applicable systems.
-    Navigate and utilize multiple systems, tools, and data sources to retrieve, review, compare, analyze, and verify customer or program information.
-    Conduct outbound contacts to customers to obtain corrections, clarification, or required documentation to support case resolution or enrollment verification.
-    Review and compare customer submitted documentation, including income or eligibility materials, against application data to verify accuracy and compliance.
-    Apply program knowledge to educate customers on program offerings, eligibility requirements, enrollment options, and available services.
-    Support customers throughout multiple phases of the application or service lifecycle, from enrollment through receipt of benefits or services.
-    Identify issues, trends, or barriers impacting customer engagement or service delivery and report concerns to management or project staff as appropriate.
-    Collaborate with internal teams, client escalation groups, and external partners to support effective resolution of customer issues and project objectives.
-    Maintain confidentiality and security of customer, provider, and program information at all times.
-    Meet or exceed established productivity, quality assurance, and performance standards.
-    Attend required meetings and trainings and maintain up to date knowledge of programs, systems, policies, procedures, and compliance requirements.
-    Perform other related duties as assigned by management.