Client Service Representative - Bilingual English and Spanish

Mt. Vernon, NY

Posted: 10/25/2018 Job Number: 11892406


Promed Staffing Resources is seeking a bilingual English and Spanish Customer Service representative to work for a Human Services Company based out in Mt Vernon NY. This opportunity is temporary to permanent. You will convert to a permanent employee after 6 months. Strong communication and computer skills required. College degree preferred minimum education requirements are a high school diploma or GED. 

Job Details
Company - Human Services Company 
Location - This position is Based out in Mt Vernon, NY but travel is required to the other locations in Westchester, NY when requested by the manager for coverage, training or staff meetings This is mandatory. Your own personal car is required. 
Duration - 11/01/18 to 5/01/19 Temporary to Permanent
Hours - Monday to Friday - Std Business Hours
Pay - $15.00 per hour 

Outreach Client Service Rep 
In This Document: 
A. Our Company
B. Our Program
C. Position Description 
D. General Requirements
E. The Interview
F. Client Service Rep Job Description

A. Our Company
For more than 40 years, MAXIMUS has partnered with federal, state and local governments to make public health insurance programs run effectively for the individuals and families they serve. MAXIMUS provides complete solutions, making large, complex systems and programs run smoothly. We support communities and reach out to individuals, helping them get the services they need to improve health outcomes.

B. Our Program
There are many projects within MAXIMUS and one of them is New York Health Plan Choice (NYHPC). NYMC is a call-center and outreach-based program that provides information about the different health plan options New Yorkers with have access to. Our contract with the State of New York was established in 1998 and has been renewed several times since. We' re proud to continue Helping Government Serve the People.
Increase Choice Rates through Outreach & Education
We make enrolling easy and convenient. Our educational materials communicate complex health information in a consumer-friendly manner. We empower consumers to make the best health plan choices for themselves and their families. Our enrollment programs average an 80%+ consumer choice rate - meaning that more than 80% of consumers have made a well-informed health plan decision based on our objective and responsive services. 
Reaching Underserviced Populations
Individuals who have access to services that support preventative care maintain healthier lives, but far too many individuals who are eligible for NY Health Plan have not enrolled. We connect with hard-to-reach, underserved populations to improve access to preventative and primary health care. We partner with New York State to offer friendly, helpful customer service and help beneficiaries select the health plan that best meets their needs.

C. Position Description
Client Service Representatives are the foundation and face of NYMC. A CSR in the Outreach Department can expect to work Monday - Friday during regular county operating hours. CSRs provide education to individuals and perform an enrollment, transfer, or complete whatever action needs to be done. CSRs in the Outreach offices also conduct outbound calls and other special projects. We do not determine (NYHPC) eligibility or manage cases. Our role is very specific and we perform it to the highest level of professionalism utilizing principles of excellent customer service.
We are a community of professionals with a shared goal of helping New Yorkers access health services. An Outreach LDSS office can be a very hectic environment. Our staff members are have the training and support to perform their jobs at the highest level. 
After 3-5 months, staff are evaluated for conversion from temporary staff to regular, MAXIMUS staff (FT or PT). MAXIMUS staff have access to a generous benefits package that includes holidays, paid time off, and health insurance. 

D. General Requirements
* Great customer service skills: be ready to prove your skills straight from the start and show that you have what it takes!
* Ability to learn a new program and apply that knowledge: New York (NYHPC) Choice is a very involved program. The training period is critical. It' s when you' ll develop the foundation to be successful in your position. Don' t day-dream during training!
* Computer skills: You have to be able to type (the faster, the better!) and know how to use a computer by second-nature. 
* Reliability & Trustworthiness: Reliability, trust-worthiness and professionalism are of paramount importance. There' s very little latitude for attendance issues. If you' re someone who says you' ll be somewhere and means it, then this position is for you.
* Can-do Attitude: This is a busy work environment and a supportive one. The most successful CSRs are those that know the program, are congenial with their colleagues, and are self-starters who thrive and perform well with minimal direct supervision.
* Prior Customer Service experience: The CSR position is based on providing great customer service and our staff do it exceptionally well. Having prior experience in a customer service based position provides the foundation to excel in this position.
* Flexibility: Outreach CSRs are expected to cover neighboring sites, as needed. That means having a " home site" with the expectation that you can cover neighboring sites. 

E. The Interview
We hope you' ll interview with us for one of our positions. At the interview, you' ll meet with one of our Outreach Managers and/or Supervisors. The interview will be about half an hour. We recommend coming to the interview in business professional attire and ready to discuss your professional experience. We' ll ask questions about how you' ve handled various customer service-related experiences in the past and what suites you well to this position. We' re looking for people who are professional, great at working with a wide variety of individuals, and reliable. If you' ve had professional experience that highlights this, come to the interview ready to talk about it.

E. Job Description
Client Service Rep - Outreach OM

Title Client Service Representative - Outreach OM (Upstate)
Advertising Title Outreach CSR - Upstate
Grade 7
Position Classification Non-exempt
Division Eastern Region, Health Services Group
Department State of New York, New York Health Plan CHOICE Program
Reports To Supervisor - Outreach OM

Required Education High School Diploma or equivalent
Preferred Education College degree or equivalent

Required Experience Experience making presentations to groups; excellent organizational, interpersonal, effective written and oral communication skills;
Preferred Experience Two or more years of human services experience; or experience working with the public

Required Skills Computer Literacy required; proficiency in Microsoft Office Applications as Excel, Power Point, and Word; knowledge of the community to be served; ability to follow directions; ability to handle pressure; ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously; and the ability to work as a team member, as well as independently
Preferred Skills Fluency in commonly spoken languages

Bilingual Fluency in commonly spoken languages may be required for some positions
Other • If for Long Island or Upstate: A car is required with willingness to travel to surrounding counties
• If for NYC: Ability to cover neighboring sites throughout the 5 boroughs


1. Conducts face-to-face outreach and enrollment services, including education on managed care options and public health programs, to clients at (NYHPC) offices, provider sites and or community-based organizations
2. Assists clients with the enrollment/disenrollment process
3. Receives, sorts, and processes enrollment/transfer and disenrollment forms.
4. Reviews enrollment forms for accuracy and completeness.
5. Interfaces with HRA or LDSS county staff and maintains professional and positive relationships with all HRA, LDSS staff, community groups, and clients.
6. Maintains updated knowledge of the New York Health Plan CHOICE Project
7. Raises issues of concern and/or problems to the Field Operations Manager
8. Processes data entry tasks and submits daily reports
9. Assists with the quality review of Data Entry work 
10. May be called upon to assist with data entry refresher/and or training 
11. Assists HPA/Special Project Unit with the processing of enrollment correction, enrollment pending matching, ERL error selection, and ADV data entry as needed
12. Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position
13. Performs other duties as may be assigned by Management 


John Malihan

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