Join the team to be part of Indiana’s 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.

++These are Temporary contract positions and will be run through Guidant Global CER who has been contracted by Maximus as our payroll service provider.++

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. Preferably you need to have your own equipment, if not 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 home’s other internet usage Contact your provider or run a speed test on www.speedtest.net

• Bachelor’s degree, required
• State Of Indiana Resident
• Previous work experience with computers, phone systems, and headsets required
• Previous work experience in customer service or call centers. Limited Service requisition: This position is classified as a limited service employee. This means client needs will dictate the duration of your employment.

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.