MAXIMUS Client Service Rep - Research Specialist in Boston, Massachusetts

Researches and resolves problematic cases identified by CSRs (Customer Service Representatives), and escalates either as live calls or follow-up through MassServe.

  • Researches and resolves problematic cases identified by CSRs, and escalates either as live calls or follow-up through MassServe. Resolves at least 20 escalated issues daily that require a more in-depth analysis

  • Identifies trends, and provides quality improvement suggestions resulting from escalated issues and feedback, communicating these to Training and Knowledge Center departments

  • Provides ongoing edits and new article information for KC publication

  • Performs duties of the Customer Services Representative, as necessary

  • Work on assigned escalations and research functions

  • Perform outbound calls as a follow up to escalated issues

  • Assist the Call Center with inbound phone calls if necessary

  • Perform clerical/administrative needs as necessary

  • Performs other duties as assigned by management

  • High School diploma or GED required

  • Previous experience as a MassHealth Member CSR is required

  • Excellent written and verbal communication skills

  • Ability to perform comfortably in a fast-paced, deadline and detailed-oriented work environment

  • Ability to successfully execute many complex tasks simultaneously

  • Ability to work as a team member, as well as independently

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.

Requisition ID: 2017-22614

External Company URL: www.maximus.com

EEO Statement: 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.