Job Description
About the Company
Maximus is a leading provider of government services dedicated to helping individuals access essential healthcare and public assistance programs. The organization is committed to delivering compassionate customer support while improving the lives of the communities it serves. Maximus provides comprehensive training, career development opportunities, and a collaborative work environment focused on making a meaningful impact.
About the Role
The Customer Service Representative – Healthcare assists individuals in understanding and accessing healthcare programs by providing accurate, professional, and compassionate customer support. This role involves responding to customer inquiries across multiple communication channels, assisting with applications, maintaining compliance with healthcare regulations, and ensuring a positive customer experience. The position requires on-site work during the initial employment period, with potential remote work eligibility after at least one year of employment based on performance and company criteria.
Location: Lawrence, Kansas, United States (Onsite)
Responsibilities
Customer Service \& Support
- Respond to customer inquiries via telephone, email, web chat, and written correspondence.
- Provide courteous, professional, and accurate customer assistance.
- Utilize approved scripts and resources to answer routine healthcare-related questions.
- Assist customers in understanding healthcare programs and available benefits.
- Deliver timely and effective customer service while meeting established service standards.
- Escalate complex inquiries to senior representatives or CSR Leads when appropriate.
Healthcare Enrollment \& Application Support
- Assist callers with completing online healthcare applications.
- Guide customers through electronic submission processes.
- Provide accurate information regarding healthcare program requirements.
- Ensure customer information is entered accurately into company systems.
- Support customers throughout the application and enrollment process.
- Maintain confidentiality while handling sensitive healthcare information.
Documentation \& System Management
- Utilize computerized systems for information gathering and issue tracking.
- Complete call logs and required system documentation accurately.
- Maintain detailed customer interaction records.
- Report system issues through designated reporting channels.
- Ensure records remain accurate, organized, and up to date.
- Support operational reporting and documentation requirements.
Compliance \& Operational Excellence
- Follow company policies, standard operating procedures, and HIPAA requirements.
- Maintain knowledge of client regulations, healthcare policies, and program updates.
- Participate in required internal certification and training programs.
- Adhere to attendance, scheduling, and productivity expectations.
- Meet established turnaround times for customer inquiries.
- Maintain quality and compliance standards in all customer interactions.
Team Collaboration \& Continuous Improvement
- Collaborate effectively with supervisors and team members.
- Provide feedback regarding customer call trends and operational processes.
- Support ongoing process improvement initiatives.
- Participate in team meetings and professional development activities.
- Demonstrate flexibility when working overtime, holidays, or varying schedules as required.
- Contribute to a positive, customer-focused team environment.
Requirements
Required Qualifications
- High school diploma or equivalent.
- Minimum of six months of customer service experience.
- Excellent verbal and written English communication skills.
- Strong interpersonal and customer service abilities.
- Ability to organize and manage multiple tasks simultaneously.
- Ability to work effectively in a team environment.
- Strong computer proficiency and ability to use telephone, email, and web-based systems.
- Ability to meet established productivity and turnaround time requirements.
- Willingness to complete required internal training and certification programs.
- Ability to work overtime and scheduled holidays when required.
- Ability to work on-site and meet attendance requirements.
Preferred Qualifications
- Experience supporting healthcare or government service programs.
- Knowledge of HIPAA privacy requirements.
- Experience assisting customers with online applications.
- Experience using customer service or case management systems.
- Flexibility to work evening and night shifts.
Benefits
- Comprehensive company-paid medical coverage.
- Flexible scheduling.
- Paid training.
- Tuition reimbursement.
- 401(k) with company match.
- Paid time off.
- Sick leave.
- Eleven paid holidays.
- Employee Assistance Program (EAP).
- Wellness resources.
- Employee discount programs.
- Career development and advancement opportunities.
- Performance bonus opportunities.
- Opportunity for remote work after at least one year of employment, subject to eligibility and performance requirements.
Equal Opportunity Employer
Maximus is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic. The company is committed to providing reasonable accommodations throughout the employment process for qualified individuals with disabilities.