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MAXIMUS REMOTE Senior Contact Tracer- 2020-56470 - Indianapolis in Indianapolis, Indiana

Job Description SummaryJoin the team to be part of Indianais Back on Track initiative to safely open our economy and remain vigilant about protecting our health and well-being. Our Contact Tracers are critical in the success of helping to stay ahead of COVID-19.Position Responsibilities:- Receive and address inbound calls from citizens related to COVID-19, typically in response to an outbound notification. Inbound callers may have tested positive for COVID-19 or have been in close contact with someone who has.- Work from a system queue to place outbound calls to individuals identified as having tested positive for COVID-19 or as having been in close contact with someone who has.- Use empathetic questioning techniques to elicit case information from individuals that have tested positive, including recent people they have been in contact with.- Make detailed notes related to interactions with individuals, including voicemails, in the CRM.- Follow published instructions, policies, and procedures for completing interactions with individuals, including working directly from a script.- Escalate calls or issues meeting designated escalation criteria to the appropriate staff for resolution.- Attend meetings and trainings as requested and maintain up-to-date knowledge of the program and system.- Adhere exactly to the schedule posted for shift start, shift end, break, lunch, and other time.- Operate a variety of systems simultaneously, including a CRM, a Knowledge Management System, a telephony system, and email.- Achieve passing quality scores on all calls evaluated by the quality assurance (QA) department.- Take direction from a team lead or supervisor to complete daily job functions or special assignments aligned with the goals above.- Adhere to the INCT Code of Conduct.You will receive thorough paid training and ongoing support to help you be successful in this remote role. You will work a fixed, full time schedule that will be determined based on your availability. If you need equipment, we will provide it for you. Working from your home, you will need to secure a private workspace, Wi-Fi and/or LAN access, have internet speed of approximately 25 Mbps considering your homeis other internet usage. Contact your provider or run a speed test on www.speedtest.netPosition Requirements:- Bacheloris degree, required- Previous work experience with computers, phone systems, and headsets required- Previous work experience in customer service or call centersLimited Service requisition:This position is classified as a limited service employee. This means client needs will dictate the duration of your employment.Essential Duties and Responsibilities:- Provide callers with informed and objective responses to complex concerns in regards to eligibility guidelines and policies, access to care issues, and escalated concerns.- Process workflow documents, which include, income, identity, and other eligibility verification documents.- Accept new knowledge to policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.Minimum Requirements:- High School diploma with 1-3 years of experience.MAXIMUS IntroductionSince 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit Statement: Active military service members, their spouses, and veteran c