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Maximus
Maximus
ConsultingGovernmentHealthcare
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.
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Customer Service Representative – Rochester Hybrid

Support customers with questions about New York health insurance programs through phone, chat, and digital service channels. Manage records, transactions, routine issues, escalations, and requests for customer assistance.

USUnited StatesNYNew York
$20 / hour
HybridFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Respond to customer questions through telephone, IVR, web chat, and other approved service channels
  • Explain NYSOH health insurance programs, including Medicaid, Child Health Plus, Essential Plan, and Qualified Health Plans
  • Document customer interactions, inquiries, complaints, comments, actions, and transactions accurately
  • Process associated tasks and transactions in line with established procedures
  • Use multiple computer systems and enter data accurately while assisting customers
  • Arrange delivery of requested materials by mail, email, or electronic methods
  • Direct or refer customers to the appropriate internal or external organization
  • Handle inquiries and resolve routine customer issues
  • Escalate unresolved, complex, sensitive, or grievance-related matters for additional review or resolution
  • Coordinate translation and interpretation support for customers who do not speak English
  • Keep supervisors informed about service-delivery needs, concerns, and issues
  • Achieve quality, productivity, and other defined performance measures
  • Participate in required meetings and training while keeping program, system, policy, and procedure knowledge current
  • Follow confidentiality, privacy, and safety requirements
  • Complete additional responsibilities assigned by management

Requirements

  • A high school diploma or GED is required
  • Requires 0–6 months of relevant professional experience, or an equivalent combination of education and experience
  • Must live within 100 miles of Rochester, New York
  • Must currently and permanently reside in the continental United States
  • Minimum internet speed of 20 Mbps
  • Home internet connection must use Wi-Fi or a Category 5 or 6 Ethernet cable connected to the router
  • Strong data-entry and telephone abilities
  • Excellent organizational, interpersonal, written, and verbal communication skills
  • Comfort working in a fast-paced environment
  • Capacity to manage multiple complex tasks at the same time
  • Ability to contribute both independently and as part of a team
  • Experience with computers, phone systems, and headsets is preferred
  • Customer service experience is preferred
  • Ability to remain stationary for extended periods
  • Occasional ability to lift, carry, or move items weighing up to 25 pounds

Benefits

  • Performance-based annual bonus opportunities
  • Medical, dental, vision, prescription, and partially funded HSA coverage
  • 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 wellness
  • Employee recognition platform
  • Tuition reimbursement
  • Employee perks and discount programs
  • Maximus Wellness Program and related resources
  • Professional development through training programs, workshops, and conferences
  • Eligibility for remote work after successfully completing five days of onsite training

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