Job Description:

• Answer incoming calls from consumers, prospective enrollees, and people assisting enrollees
• Respond effectively to inbound and outbound contacts
• Track and document inquiries using applicable systems
• Process healthcare coverage applications by telephone, including tax household and income information, eligibility determinations, Marketplace determinations, and health-plan enrollment
• Transfer or refer consumers to appropriate entities
• Process life-event changes, demographic updates, disenrollment requests, and special enrollment periods
• Fulfill caller requests for materials via mail, email, or download
• Facilitate translation services for non-English-speaking callers
• Escalate calls or issues for resolution
• Attend meetings and trainings and maintain current knowledge of programs and systems
• Respond to inquiries under confidentiality and privacy policies
• Meet Quality Assurance and other key performance metrics
• Adhere to established safety standards
• Remain stationary for extended periods
• Occasionally lift, carry, or move items weighing up to 25 pounds
• Perform other duties assigned by management

Requirements:

• High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience
• Proficiency in English and Mandarin, Cantonese or Russian, or proficiency in both Spanish and Haitian Creole
• Must be able to speak, read, and translate in Russian and English fluently
• Residency within 100 miles of New York, NY
• Must currently and permanently reside in the Continental US
• Internet speed of 20 Mbps or higher
• Connectivity via Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
• Strong data entry and telephone skills
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced work environment
• Ability to execute many complex tasks simultaneously
• Ability to work as a team member and independently
• Previous experience with computers, phone systems, and headsets preferred
• Previous customer service experience preferred

Benefits:

• Quarterly bonuses based on performance
• Medical, Dental, Vision, Prescription, and partially funded HSA plans
• Life insurance benefits
• Discounts on Auto, Home, Renter's, and Pet insurance
• 401K Retirement Savings plan and Company Matching
• Paid time off, holidays, and sick leave
• Short- and Long-Term Disability coverage
• Employee Assistance Program (EAP) supporting physical, emotional, and financial wellness
• Recognition platform
• Tuition reimbursement
• Employee perks and discounts
• Maximus Wellness Program and Resources
• Professional development opportunities, including training programs, workshops, and conferences
• Paid, comprehensive training