Maximus helps government agencies deliver and modernize essential public programs across healthcare, human services, defense, national security, and civilian services. Its work spans AI and analytics, cloud and cybersecurity, digital platforms, contact centers, eligibility and enrollment systems, clinical services, Medicaid enterprise solutions, consulting, and program operations. With teams supporting federal, state, and local clients, Maximus combines technology with hands-on delivery to improve how people access public services and how agencies achieve their goals.
Customer Service Representative - Albany, NY Hybrid
Provide customer support for New York health insurance programs at Maximus, handling inquiries, records, transactions, and escalations. The full-time hybrid role includes remote work after onsite training.
Description
- Respond to customers by telephone, IVR, web chat, and other approved channels
- Explain NYSOH programs, including Medicaid, Child Health Plus, Essential Plan, and Qualified Health Plans
- Document customer contacts, questions, complaints, comments, actions, and transactions
- Process associated tasks and transactions accurately under established procedures
- Use multiple computer systems and enter data accurately during customer interactions
- Arrange delivery of requested materials by mail, email, or electronic means
- Route customers to the appropriate internal or external resource
- Resolve routine questions and service issues
- Escalate complex, sensitive, unresolved, or grievance-related matters
- Coordinate translation and interpretation support for customers who do not speak English
- Keep supervisors informed of service-delivery needs, concerns, and issues
- Achieve quality assurance, productivity, and other performance targets
- Attend required meetings and training while maintaining current program, system, policy, and procedure knowledge
- Follow confidentiality, privacy, and safety requirements
- Complete additional responsibilities assigned by management
Requirements
- High school diploma or GED
- 0–6 months of relevant professional experience, or an equivalent combination of education and experience
- Live within 100 miles of Albany, New York
- Currently and permanently reside in the continental United States
- Internet service with speeds of at least 20 Mbps
- Home internet connected by Wi-Fi or Category 5 or 6 Ethernet cable to the router
- Strong data-entry and telephone skills
- Excellent organizational, interpersonal, written, and verbal communication abilities
- Comfort working in a fast-paced environment
- Capacity to manage multiple complex tasks at the same time
- Ability to work both collaboratively and independently
- Computer, telephone-system, and headset experience preferred
- Previous customer service experience preferred
- Ability to remain stationary for extended periods
- Ability to occasionally lift, carry, or move items weighing up to 25 pounds
- Ability to satisfy confidentiality, privacy, quality assurance, productivity, and performance standards
Benefits
- Performance-based annual bonus opportunities
- Medical, dental, vision, prescription, and partially funded HSA plans
- Life insurance coverage
- Discounts on auto, home, renter's, and pet insurance
- 401(k) retirement savings plan with company matching
- Paid time off, holidays, and sick leave
- Short- and long-term disability coverage
- Employee Assistance Program supporting physical, emotional, and financial well-being
- Employee recognition platform
- Tuition reimbursement
- Employee perks and discounts
- Maximus wellness program and resources
- Professional development through training programs, workshops, and conferences