Description & Requirements

The Vermont Health Exchange (VT HIX) project provides support for the state of Vermont Medicaid access. We provide customer service assistance for the State of Vermont's Medicaid eligibility and health plan enrollment request.

This role is a temporary position created for open enrollment. The duration of this position is determined by business needs.

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Essential Duties and Responsibilities:

• Provide ongoing training, support and real time quality monitoring of Consumer Services Specialists to improve performance.
• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
• Handle escalated calls, including complaints, from Consumer Services Specialists (CSS) and escalate to the Call Center Supervisor for resolution, as needed.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Answer inbound calls during times of high call volume or upon request of management.
• Anticipate issues proactively and escalate to management as appropriate.
• Track and document all inquiries using the applicable systems.
• Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks.

- Review and provide feedback on Contact Center documentation and processes.

Minimum Requirements

• High school diploma, GED or equivalent required.
• 6+ years of relevant experience required.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.