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General information

Job Posting Title
Hearings Customer Service Representative
Date
Thursday, January 16, 2025
City
Remote
Country
United States
Working time
Full-time

Description & Requirements

Maximus is currently hiring for Hearings Customer Service Representatives to join our EAOS team. This is a remote opportunity. The Customer Service Representative will manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying desired information; researching, locating, and providing relevant information. The CSR is responsible for following procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s). 

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.  telephone, emails, web chats, or written letters).

- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

- Manages outbound calls related to the facilitation of the Hearings as well as fielding the inbound Hearings-related calls.
- Documents all relevant topics discussed during the Hearing, as well as, all Inbound or Outbound Calls, within the system of record.
- Interfaces with CMS Federal Hearing Officers, MAXIMUS Advanced Hearing Consultants, and the Appellants/ARs to confer on notable points for capture in the system of record.
- Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s).
- Navigate to the appropriate pre-scripted responses to provide general and claims specific information and understand when to escalate issues.
- Accurately update database systems, such as but not limited to Word, Excel, CRM.
- May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails.
- Assist other team members in maintaining and collecting sensitive case documents.
- Aid team members with case file maintenance, including filing, retention, and labeling.
- Track and escalate case issues, as needed.
- Review and research escalated case issues and respond in a timely manner Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
- Effectively transfer misdirected customer requests to an appropriate party Participate in activities designed to improve customer satisfaction and business performance.
- Meet Quality Assurance, production requirements, and other key performance metrics.
- Listen attentively to customer needs and concerns; demonstrate empathy Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Minimum Requirements

- High School diploma or equivalent with 6 months of customer service experience.

- May have additional training or education in area of specialization.

- Proficiency in Microsoft Office (Word and Excel)
- Minimum 1 year customer service / secretarial / telemarketing experience.
- Ability to obtain appropriate clearance required.
- Must be able to speak and read English clearly, professionally and fluently.
- Accurate data entry skills and the ability to type at least 35 keystrokes/minute, must be able to navigate and efficiently use customer relationship management (CRM) systems.
- Utilize standard technology such as a telephone, e-mail, and web browser.
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone, when needed; excellent organizational, interpersonal, written, and verbal communication skills.
- Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections; ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to successfully execute many complex tasks simultaneously.
- Ability to work collectively and independently, as needed.
- Associates degree preferred; bilingual capabilities preferred; medical or other clinical background preferred.
- Ability to work a schedule of 9:30am - 6:00pm EST Monday - Friday required.

Please note: For this position Maximus will provide equipment to use.

Home Office Requirements:
- Internet speed of 20mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net)
- Minimum 5mpbs upload speed
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
- Private work area and adequate power source
- Must currently and permanently reside in the Continental US
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
Minimum Salary
$
17.75
Maximum Salary
$
22.17