Bilingual Customer Service Representative

Maximus is hiring Bilingual Customer Service Representatives to support the Oklahoma SoonerCare Program. The role provides bilingual customer care and enrollment services through telephone, IVR, web chat, and web-based portals, while documenting interactions, resolving inquiries, and meeting quality and productivity standards.

Responsibilities:

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers
• Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems
• Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness
• Navigate multiple computer systems while interacting with customers and perform data entry accurately
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed
• Facilitate translation or interpretation services for non English speaking customers according to procedures
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery
• Meet Quality Assurance (QA), productivity, and other key performance metrics
• Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures
• Perform other related duties as assigned by management

Requirements:

• • High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience
• • Must be fluent in English and specified secondary language
• This position requires fluency in both the Spanish and English languages
• • Must be able to speak, write, and translate in Spanish and English
• • Must live in the Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site)
• • Reliable, high-speed internet service
• • Minimum 40 Mbps download speeds
• • Must be a traditional, wired high-speed connection such as cable or fiber
• • Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible
• • Must be able to connect your computer directly to your modem or router via ethernet cable, WiFi connections are not allowed
• • Quiet and distraction-free workspace
• • Customer service experience preferred
• • Call Center service experience preferred