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Title: Bilingual Customer Service Representative Enrollment Specialist (CSR 1-Call Center)

Remote

Division: Eastern Region, Health Services

Department: Pennsylvania Enrollment Assistance Program

JOB SUMMARY:

The Customer Service Representative (CSR) plays a vital role in supporting Maximus operations under the Pennsylvania Enrollment Assistance Program (PA EAP) which assists individuals in selecting and enrolling in a Medicaid Managed Care Organization (MCO) and provides education and resources on other benefits and assistance.

This position is fully remote, requiring a reliable internet connection, a private workspace, and a commitment to structured training. The CSR will handle about 50 calls a day, providing support and resources to callers and documenting information. The CSRs must go through 4 weeks of training in an online classroom environment with cameras on, fully participating in the materials.

HIGHLY IMPORTANT!
Job Requirements:

• Must have high school diploma/GED
• Must have private work space away from others at all times
• Must have good attendance and work all scheduled hours and follow time/call off procedures every time
• Must have high speed internet (Minimum 25 Mbps download speed for single user or 35 Mbps for shared, and minimum 5 Mbps upload)
• Fluent in English and Spanish
• Must live in Pennsylvania
• Undergo a background check, Medi Scan, and E-Verify

Job Responsibilities:

• Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services.
• Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.
• Follow standard operating procedures to ensure consistency and accuracy.
• Address customers' inquiries and resolve problems to ensure that appropriate changes are made.
• Refer unresolved customer grievances to designated departments for further investigation.
• Communicate with the supervisor regarding any potential needs or concerns.
• Assist the Call Center Supervisors and QA/Training Department on an as-needed basis.
• Perform data entry accurately.
• Perform other duties as assigned by management.
• Educates MA Consumers by providing information regarding physical and behavioral health services and service providers under the Health Choices Program to assist with voluntary choice and plan transfers. Maintains system and program knowledge of the EAP and Health Choices Program by referencing the Maximus knowledge base system.
• Must speak fluently in English and Spanish

All technological needs will be provided by the company.
After successfully completing a probationary period of 180 days, we have an excellent benefits package, full insurance, and benefits on the first of the month following the end of the probation period. We also have a bonus structure for all employees

SKILLS AND EXPERIENCE

• Minimum high school diploma or GED
• Previous experience in a Call Center and/or Customer Service role
• Computer experience working with multiple screens and apps
• Data Entry
• Clear verbal communication and phone skills
• Ability to learn and comprehend new information
• Ability to read and adhere to a client-approved script
• ability to perform comfortably in a fast-paced, goal-oriented work environment
• Comprehension of basic computer and software skills (E.g. Successfully joining a zoom call, typing on a keyboard, using email)

EDUCATION LEVEL
High school graduate or equivalency certificate (GED)

WORK SHIFT
Day

JOB TYPE
Full-Time

HOURS PER WEEK
40.00

PAY: $17.50/hr

REMOTE WORKING REQUIREMENTS

• Private Workspace
• Door for Privacy, Proper Desk, and Chair
• Wired connection to router via ethernet cable
• Conduct and provide print screen of internet speed test results as requested
• Ability to connect work computer to internet via Category 5 ethernet cable
• Cannot have sole responsibility of dependent care during work hours
• Willingness and capability to engage in two-way virtual training & communication
• Trainees will be expected to actively engage in training and be visible on camera for the entire length of training

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Sitting/Standing: Ability to sit or stand for extended periods while using a computer and telephone.
• Handling: Frequent use of hands and fingers to operate computer systems and office equipment.
• Communication: Clear speaking and adequate hearing required for effective communication via phone, video conferencing, and in-person.
• Mobility: Ability to walk short distances and move about the workspace as needed.
• Lifting: Ability to lift, carry, push, or pull objects weighing up to 25 pounds
• Vision: Close vision required for reading documents and working on a computer screen.
• Work Environment: Must maintain a safe, ergonomic workspace at home or in the office with appropriate lighting, ventilation, and moderate noise levels.

1 Alpha Consulting LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other characteristic protected by applicable law. If you need assistance or an accommodation due to a disability, please contact Human Resources at [email protected].