Research customer service representative

Description & Requirements

Maximus is currently hiring for Sr Research Customer Service Representatives to support the Pennsylvania Independent Enrollment Broker (PA IEB) program. This role is a hybrid remote opportunity requiring travel to our office in Harrisburg, PA one week per month.

As a Sr Research Customer Service Representative, you will be reporting outcomes to management, educating callers on their application status, and recording all follow-up actions. In this hybrid role, you'll handle phone inquiries, voicemails, and support box tasks, while also providing in-office assistance to applicants. Your ability to manage and resolve applicant complaints efficiently will ensure their satisfaction throughout the process. This role calls for a mindset centered on continuous learning and growth, as the role is dynamic and layered. Success in this position depends on an understanding that every process has context & every interaction matters.

We are seeking committed, detailed oriented, and resourceful candidates to join our team, which specializes in managing and resolving high level applications.

Essential Duties and Responsibilities:

• Manage all paperwork on elevated cases through the enrollment process, including contact with physicians as needed.
• Support the Research and Support Coordinators with paperwork routing.
• Ensure timely determination of daily assignments of elevated cases.
• Utilize systems such as HCSIS, SAMS and Access databases.
• Report outcomes on an ongoing basis.
• Educate clients via phone and email to support initiatives.
• Record all follow-up on the tracking spreadsheet and the applicant's record in Harmony.

Minimum Requirements

• High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.
• Handles more complex customer service inquiries and problems via telephone, recording consistent problem areas.
• May respond to email inquiries.
• Customer service is the primary function.
• Calls are non-routine and require deviation from standard screens, scripts, and procedures.
• Handles situations which may require adaptation of response or extensive research according to customer response.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• May handle escalated or unresolved calls from less experienced representatives.
• Works on assignments that are moderately difficult, requiring judgement in resolving issues.
• Understands implications of work and makes recommendations for solutions.
• Residency in Pennsylvania is required.
• Experience with grievance & complaint handling highly desired.
• Experience in case management preferred.
• Experience in QA/QC, data entry and/or document processing preferred.
• Exceptional communication skills
• Proficient computer skills.
• Elevated analytical/comprehension skills.
• Strong commitment to customer satisfaction.
• Dedication to continuous learning & growth. Expect to be learning consistently for the first year.
• Strong sense of adaptability; role is dynamic.
• High attention to detail & process context.
• Commitment to impact & decision-driven thinking.

Home Office Requirements:

• Internet speed of 20mbps or higher required (you can test this by going to
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US

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 [email protected]. Minimum Salary $ 17.50 Maximum Salary $ 18.50