Customer Service Representative (Sales and Related)

Position Overview

The Customer Service Representative (CSR) at Bravia Services supports enrollment services in managed care. In this role you will handle client inquiries, educate clients on health plans, and assist with the enrollment/disenrollment processes – ensuring that all services meet operational requirements and quality standards.

Key Responsibilities

• Respond to enrollment service calls, emails, and mail inquiries; provide accurate responses and refer callers when needed.
• Educate clients on managed care and assist in choosing appropriate health plans based on individual healthcare needs.
• Maintain current knowledge of the New York Medicaid CHOICE Project and related enrollment processes.
• Review and verify enrollment/disenrollment forms for accuracy and completeness.
• Raise issues or concerns to the Central Operations Supervisor whenever applicable.
• Provide managed care education and additional support during high call volume, including some Saturday work.
• Perform any other duties as assigned by the Call Center Supervisor or Management.

Required Qualifications

• Own a computer or laptop with Windows 10 or MacOS Catalina (10.15), MacOS BigSur (11), MacOS (up to 12.5) or newer.
• Utilize a USB plug and play wired headset with a microphone and noise suppression (headsets are NOT supplied by Maximus; Bluetooth headsets are NOT allowed).
• Have reliable high-speed internet: minimum download speeds of 25 Mbps (single user) or 50 Mbps (shared) and upload speeds of 5 Mbps (10 Mbps preferred), with connectivity via a Category 5 cable (mobile hotspots are not permitted).
• Great customer service skills with the ability to quickly learn and apply new systems.
• Strong computer skills including efficient typing and familiarity with standard applications.
• Demonstrated reliability with punctual attendance (work hours: 8:30 am – 6:00 pm on weekdays and 10:00 am on Saturdays).
• A positive, can-do attitude, effective communication skills, and the ability to follow directions under pressure.
• Prior customer service experience, ideally with at least two years in a call center or public-facing role.
• High school diploma or equivalent required.