Customer Service Representative (Remote)

About the Company

Maximus is a leading provider of government services, dedicated to helping individuals access essential healthcare and public benefit programs. The company is committed to delivering compassionate customer support, improving healthcare accessibility, and empowering communities through high-quality service. Maximus offers comprehensive training, career development opportunities, and a collaborative work environment where employees can make a meaningful impact.

About the Role

The Customer Service Representative – Bilingual Spanish, Healthcare provides compassionate and professional support to individuals navigating healthcare programs. This role involves responding to customer inquiries through multiple communication channels, assisting with healthcare benefit applications, maintaining accurate records, and ensuring compliance with HIPAA and company policies. The position requires fluency in both English and Spanish and a strong commitment to delivering exceptional customer service.

Location: Phoenix, Arizona, United States (Onsite)

Responsibilities

Customer Service & Communication

• Respond to customer inquiries through telephone, email, web chat, and written correspondence.
• Provide courteous and professional support using approved scripts and procedures.
• Assist customers in understanding healthcare programs and available benefits.
• Address routine inquiries and resolve customer concerns efficiently.
• Refer complex issues to senior staff or CSR Leads when appropriate.
• Deliver exceptional customer service while maintaining professionalism and empathy.

Application & Healthcare Support

• Assist callers with completing online healthcare applications.
• Guide customers through the application submission process.
• Provide accurate information regarding healthcare benefits and services.
• Help customers navigate healthcare program requirements.
• Support individuals in accessing available healthcare resources.
• Maintain current knowledge of client regulations and healthcare policies.

Documentation & Record Management

• Document customer interactions using computerized systems.
• Maintain accurate call logs and service records.
• Record required information using established procedures.
• Update customer information in internal systems.
• Ensure documentation complies with organizational standards.
• Maintain confidentiality of customer and healthcare information.

Compliance & Quality Assurance

• Follow HIPAA privacy requirements and company policies.
• Adhere to standard operating procedures and attendance requirements.
• Complete timesheets and administrative tasks accurately.
• Report system issues through designated reporting channels.
• Participate in required internal certification and training programs.
• Maintain compliance with quality and performance standards.

Team Collaboration & Continuous Improvement

• Provide feedback on call trends, procedures, and training opportunities.
• Collaborate effectively with team members and supervisors.
• Utilize standard business technologies to perform daily responsibilities.
• Participate in ongoing learning and professional development.
• Support departmental goals and service quality initiatives.
• Adapt to changing operational and client requirements.

Requirements

Required Qualifications

• High School Diploma or equivalent.
• Minimum of six months of customer service experience.
• Fluency in English and Spanish, including speaking and reading.
• Strong interpersonal and communication skills.
• Ability to organize and manage multiple tasks simultaneously.
• Ability to work effectively within established turnaround times.
• Strong teamwork and collaboration skills.
• Reliable attendance and punctuality.
• Ability to complete required internal training and certifications.
• Willingness to work overtime and scheduled holidays as needed.
• Ability to work onsite in Phoenix, Arizona.

Preferred Qualifications

• Experience in a healthcare customer service environment.
• Experience using customer relationship management or call management systems.
• Knowledge of healthcare programs and regulations.
• Experience handling telephone-based customer support.
• Familiarity with HIPAA compliance requirements.

Benefits

• Paid training.
• Company-paid medical coverage.
• Tuition reimbursement.
• 401(k) retirement plan with company match.
• Paid time off.
• Sick leave.
• Eleven paid holidays.
• Employee Assistance Program (EAP).
• Wellness resources.
• Employee discount programs.
• Flexible scheduling.
• Career development and promotional opportunities.
• Performance bonus opportunities.
• Meaningful customer-focused work with no cold calling, sales, or collections.

Equal Opportunity Employer

Maximus is an Equal Opportunity Employer committed to evaluating qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic. The company also provides reasonable accommodations to qualified individuals with disabilities throughout the employment process.