Maximus is currently hiring for a Lead Intake Support Coordinator to support our C-YES (Children and Youth Evaluation Services) Program.

The Lead Intake Family Support Coordinator works closely with their assigned Family Support Coordinator team to support the case management and provide support to team supervisor. The Family Support team is the ‘face’ of the Children Youth Evaluation Service (C-YES) for Help-line callers, consumers, State partners and referring providers. This position will create referral records and conduct consistent follow up to ensure efficient processing of all new referrals. The incumbent will monitor the C-YES Helpline and provide answers to basic questions about the C-YES program, knowing when to take a message and escalate to a supervisor or the assigned FSC. The ideal candidate will have excellent verbal communication skills and a passion to provide superior customer service.

The position will be office-based with all consumer/referent support occurring via telephone in a call center environment.

Education and Experience Requirements

Primary Responsibilities

• Responds professionally to inquiries from callers to the C-YES Helpline, providing basic education about the CYES program and associated program/services.
• Takes a message when the caller needs more information outside the basic CYES overview, call scripts and CYES FAQ document, escalating to the attention of the FSC supervisor and/or the assigned FSC case manager.
• Follows C-YES call scripts and documentation guidelines to respond to callers and schedule/reschedule appointments.
• Monitors the CYES Referrals mailbox daily to ensure timely creation of the referral record as needed
• Conducts consistent outreach to consumers and referents as outlined in the C-YES work Instructions and protocol.
• Conducts timely outreach and meets productivity targets related to consumer/referent outreach and scheduling intake appointments with all appropriate individuals identified.
• Ensures the scheduling process and workflow runs efficiently and meets all program objectives and quickly identifies areas for improvement or correction.
• Follows all work instructions, policies and procedures in relation to the Project
• Work in conjunction with the team supervisor to meet deadlines, generate reports and assist team members.
• Train and guide new team members
• Assign and monitor daily tasks to team members
• Assist with questions and concerns with ICs
• Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position
• Performs other duties as may be assigned by Management

Minimum Requirements:

• Minimum of 6+ years of related experience or equivalent combination of education and experience
• High School Diploma Required
• Strong customer service experience
• 1-2 years of mentoring/lead experience in a call center environment
• Strong knowledge of MS Office Suite
• Ability to learn new software programs quickly and intuitively
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to successfully execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently

Home Office Requirements:

• Reliable high-speed internet service
• Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
• Minimum 5 Mpbs upload speeds

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 .

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 are 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

USD $27.00/Hr.

Posted Min

USD $23.00/Hr.

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.