Senior Client Support Representative - Client Support (Tier 2)

Essential Duties and Responsibilities
- Respond effectively to inbound and outbound customer, provider, or stakeholder contacts via telephone, Interactive Voice Response (IVR), written correspondence, or system workflows.
- Provide accurate, unbiased information regarding eligibility, enrollment, services, and program requirements across multiple contract programs.
- Investigate, analyze, and resolve complex or escalated issues originating from multiple service channels, including contact center, operations, research, and interface processes.
- Research beneficiary or case history, interpret data from multiple systems, and report findings or recommendations to management as needed.
- Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and compliance standards.
- Access, read, and interpret customer, beneficiary, provider, and system data elements to support issue resolution.
- Maintain up to date knowledge of programs, policies, procedures, and contract compliance requirements and apply them accurately to case resolution.
- Serve as a liaison or support resource for internal teams, health plans, or external partners by researching inquiries and coordinating resolution efforts.
- Provide backup support to operational functions as needed, which may include contact center operations, forms processing, research, interface tracking, or mailroom support.
- Anticipate potential issues, identify trends or risks affecting operations or service delivery, and proactively escalate concerns to management.
- Provide feedback to leadership regarding staff performance, training needs, or process gaps.
- Recommend procedural, workflow, or process improvements to enhance accuracy, efficiency, and compliance.
- Review knowledge base content, reference materials, or system documentation and make recommendations for updates or improvements.
- Participate in special projects, audits, or initiatives as assigned.
- Support the development and delivery of training or knowledge sharing activities when needed.
- Establish and maintain effective working relationships with internal teams, supervisors, and external partners.
- Meet or exceed established productivity, quality assurance, and performance standards.
- Maintain confidentiality and security of customer, provider, and program information at all times.
- Perform other related duties as assigned by management.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.

- Must be able to pass all pre-employment screenings, including a background check

- Must have at minimum a HS Diploma or GED/equivalent

- Must currently reside in the Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site)

- 1 year of Customer service experience required

- Call Center service experience preferred

Home Office Requirements:

- 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

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.com.

Minimum Salary

$

16.50

Maximum Salary

$

16.50