Case Manager (Bilingual-Remote) - Maximus Services, LLC

Join Maximus and be a part of history - helping American and Afghan citizens leave Afghanistan and reach safe-haven! Maximus is currently hiring for a fast-moving, critical program for the Department of State. The Case Manager will support American and Afghan citizens in reaching safe-haven or designated locations by entering case information, reviewing paperwork and applications, and communicating directions and updated information related to transport. This is a 24/7 program and overnight / weekend shifts will be available. The Case Manager reports directly to and takes direction from, the Customer Service Manager.

Call Center Hours of Operation: 24 hours a Day, 7 Days per Week

Due to the nature of this work, you will be speaking to people currently living in Afghanistan and must be willing to work the assigned schedule ( must be able to work an overnight shift ).

Join Maximus and be a part of history - helping American and Afghan citizens leave Afghanistan and reach safe-haven! Maximus is currently hiring for a fast-moving, critical program for the Department of State. The Case Manager will support American and Afghan citizens in reaching safe-haven or designated locations by entering case information, reviewing paperwork and applications, and communicating directions and updated information related to transport. This is a 24/7 program and overnight / weekend shifts will be available. The Customer Service Representative III reports directly to and takes direction from, the Customer Service Manager.

Job Summary

Essential Duties and Responsibilities:
- Conduct a face to face comprehensive assessment to make program determinations.
- Utilize professional knowledge and expertise to create specific, individualized plans.
- Develop necessary reports of findings and interpretations.
- Collaborates with clients on program requirements to ensure needed results.
- Provide guidance to case management staff on serving our clientele effectively.

Minimum Requirements:
- Bachelor's degree or equivalent combination of education and experience required.
- Minimum 3 years of experience required.
- Ability to effectively communicate, counsel and motivate individuals with medical and /or mental health conditions that affect their employability.
- Ability to successfully execute many complex tasks simultaneously.
- Excellent organizational, interpersonal, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to work as a team member, as well as independently.
- Ability to understand and follow internal policies, city, state and federal regulations.

Education and Experience Requirements

Responsibilities:
•Primary responsibility of all Customer Service Representatives is to provide accurate and knowledgeable responses to all inquiries in a courteous, compassionate, and professional manner
•Entering critical confidential information into the Contact Management System (CMS) Database.
•Vet the status of security and medical applications to determine safe transport.
•Perform data entry reconciliations to ensure accuracy of the information in CMS.
•Deliver emergency instructions as necessary to American or Afghan citizens to reach safe-haven or designated locations.
•Ability to use multiple forms of communications, such as phone, multi-modal communications, text, email, WhatsApp, and other internet phone applications.
•Attention to detail always, being especially mindful of PII/HIPPA exposure. Adhere to the Privacy Act as it relates to the confidentiality of information received
•Maintain a current understanding of the Program's standard operating procedures, processes and program policies as provided during training
•Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous forms of communications
•Successfully complete ongoing training requirements as business needs dictate
•Make outbound phone calls as needed
•Manage general and complex cases for non-phone work as assigned.
•Give general processing guidance to other Customer Service Representative III as needed
•Refer cases as required to Customer Service Manager
•Report problems that occur via the online system so they can be addressed by the appropriate parties
•Respond to all inquiries within the set departmental staffing and time parameters
•May be required to work over nights, weekends, and scheduled holidays. Overtime may be required

Requirements:

•2-3 years of call center/case management experience.
•Excellent verbal and written communication skills.
•Exceptional interpersonal and conflict resolution skills.
•Excellent organizational skills and attention to detail.
•Excellent time management skills with a proven ability to meet deadlines
•Strong analytical and problem-solving skills
•Ability to act with integrity, professionalism, and a high level of confidentiality.
•Regular and predictable attendance is required
•High School diploma or equivalent required
•Security Clearance Required; position contingent upon ability to obtain successful Entrance on Duty (EOD) background check
•US or Afghanistan Citizen
•Must be able to type a minimum of 20 WPM, 30 WPM preferred
•Ability to effectively work within established contractual turnaround times required
•Must have demonstrated excellent listening, interpersonal and leadership skills, and the ability to organize simultaneous tasks
•Proven ability to work as a team member is required
•Participate in training and receive certification that all required modules received a passing score

Preferences
•Language fluency in Dari, Pashtu, or Farsi. *Note: If bilingual, and English is a second language, a certification of English Proficiency is required
•Bachelor's degree

•US or Afghanistan Citizen(Must be able to legally work in the US without sponsorship)

Home Office Requirements:

Reliable high-speed internet service-hard wired connection (no WIFI or hotspot)

Minimum 25 Mpbs download speeds/50 Mpbs for shared internet connectivity

Minimum 5 Mpbs upload speeds

Quiet workspace where you have privacy and are away from others

MAXIMUS Introduction

Since 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 https://www.maximus.com.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

EEO Statement

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. 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.

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.

Posted Max

Select 56,600.00/Yr.

Posted Min

Select 56,600.00/Yr.