• Customer Success and Support Lead serves as an experienced individual contributor within a team, with the expectation that you will further develop your leadership, guidance, and mentoring skills • You will be responsible for driving customer engagement and requirements management with minimal oversight • In this role, you will impact long-term program goals by bridging the gap between technical teams and end-users, ensuring a seamless onboarding journey and robust support ecosystem • You will utilize strong influential skills to mentor junior staff and drive process improvements across the program • Exhibits an extensive understanding of requirements and dependencies and develops documentation associated with project/program requirements, scope, process, and operations • Own the end-to-end user onboarding process • Define key touchpoints from initial technical discovery to post-onboarding nurturing, ensuring users are supported throughout their lifecycle • Own the support ticket platform roadmap • Coordinate with vendor engineering teams to translate user and stakeholder feedback into actionable system improvements • Present analysis results and program status to key stakeholders • Build relationships with leadership and summarize complex initiatives into high-level, actionable insights • Lead monthly user orientation sessions and office hours, including identifying target audiences, proactive outreach, topic development, coordinating vendor presentations, and promoting events to ensure high adoption rates • Lead the development of innovative solutions for program roadblocks, identify risks, and offer proactive mitigations • Effectively communicates with internal and external stakeholders to communicate status, obtain clarification, and address risks • Partner with internal teams to strategize and plan engagement activities, align on upcoming initiatives, identifying gaps and opportunities for program improvement

Title: Spanish Bilingual Limited Service Customer Service Representative Location: United States Remote Working time : Full-time Job Description: Maximus is seeking Spanish Bilingual Limited Service Customer Service Representatives for Virginia Medicaid, SNAP, and TANF Eligibility Assistance. We are seeking dedicated and empathetic Spanish Bilingual Limited Service Customer Service Representatives to assist Virginia residents in navigating the Medicaid, SNAP (Supplemental Nutrition Assistance Program), and TANF (Temporary Assistance for Needy Families) application processes. In this fully remote role, you will be the first point of contact, helping individuals understand and determine their eligibility for these vital social services. If you are passionate about helping others, have strong computer skills and are ready to make a meaningful impact, we encourage you to apply! 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. - Respond effectively to all forms of inbound and outbound contacts. - 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. - Guide applicants through the Medicaid, SNAP, and TANF application processes. - Provide clear and accurate information about program eligibility criteria. - Ensure excellent customer service by addressing client concerns with patience and professionalism. - Document interactions notate applications, and work across multiple systems to process eligibility. - Maintain a high standard of confidentiality. Minimum Requirements - High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience. - Must be fluent in English and specified secondary language. - Must be able to read, write, and speak in English and Spanish. - Ability to work independently in a remote environment. - Strong communication skills, both verbal and written. - Must be willing and able to accept a limited service position. - Must be willing and able to attend training for 6 weeks on camera with no absences from 8:00am-4:30pm EST, Monday-Friday. - Must be willing and able to work a full-time shift during the hours of operation (8:00am-7:30pm EST Monday-Friday, 9:00am-12:00pm EST Saturday). Preferred Skills and Qualifications - High volume call center experience. - Familiarity with Medicaid, SNAP, or TANF or other government healthcare programs. - Strong computer skills, including the ability to navigate and work in multiple systems including but not limited to call center software programs, Microsoft office and other CRM tools. - High level of empathy, especially when interacting with individuals in vulnerable situations. - Residency in Eastern (EST) or Central (CST) time zones. Home Office Requirements - Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net). - Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router. - Must currently and permanently reside in the Continental US. EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. 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. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment.

• Chat, email, video, and call with customers to solve challenges and celebrate wins • Guide customers through TeamUps features - from setup to advanced use to best practices • Share product updates and new features • Build strong relationships with our customers, spending time understanding their business goals and spotting customer needs to connect them with solutions that help their business grow • Champion our customers internally - sharing feedback, feature ideas, and insights • Review AI support responses and help refine our help content • Collaborate with your teammates to keep raising the bar for customer happiness

Title: Subject Matter Expert Location: Remote, Remote, US Requisition ID: 20920 Description: Location: Remote Title: Subject Matter Expert *Please review the Minimum Criteria before applying. Completed applications must be received by Thursday April 23, 2026, to be considered for this position. Minimum Criteria You must meet the following minimum criteria (see job description for full list of requirements): - H1, H, G grade can apply - 2 to 5 years of healthcare claims quality auditing experience - Experience in healthcare or related industries preferred Role Description: The Subject Matter Expert manages and supervises the Claims Team to ensure claims are paid properly and timely in accordance with Regulatory standards, Health Net standards, and contractual obligations, ensures that all policies & procedures are met. Identifies problem areas such as understaffing, customer complaints/issues, inefficiencies, and takes corrective action. Coordinates and manages projects/programs for present and future department development. Analyses work processes, systems and make recommendations for improvements. Handles all personnel related duties such as counselling, interviewing, performance review, hiring and terminations. Provide timely monthly reports on claims payment and inventory. Responsibilities - Provide direction, leadership and mentoring for all their staff. - Interacts with the client daily to resolve any issues, answer questions, and provide the production information as required. - Provides exceptional customer service. - Actively seeks to add value added options for the client. - Assists the employee with the development of Individual Development Plans. - Provides recommendations for hiring and conducts performance reviews. - Review and analyze daily staff processing of claims, which includes reviewing quality and production reports. - Participates in the development of operating goals and objectives for the unit; recommends, implements, and administers policies and procedures to enhance operations and production. - Supervises and researches appeals and reprocessing of claims; reviews and resolves claims problems. - Researches and prepares scheduled and special reports. - Responsible to monitor and reduce expenses. - Prepares monthly billings/invoices to be sent to the client. - Enters appropriate personnel information into HR Office for employees within their unit/team. - Responsible for administering any discipline that may be needed ensuring that appropriate procedures are followed. - Attends meetings and workshops, and participates on committees, as assigned. - Performs miscellaneous job-related duties as assigned. Required Qualification: - Bachelor’s degree or equivalent experience is required. - Thorough knowledge of medical terminology, enrollment and membership activities, claim processing procedures/systems, auditing, and a thorough understanding of claim protocols and industry standards and CMS regulations as it relates to claims payment and compliance - Knowledge and work experience with ICD9, ICD10, CPT and different coding systems (preferable) - At least 1-3 years prior health care claims processing experience - Supervise others by assigning/directing work; conducting employee evaluations; staff training and development; coaching and counseling - Effective oral and written communication skills - Ability to assess and coordinate departmental workflows effectively - HIPAA knowledge required. - Microsoft Office Suite Skills, especially Excel. - Performance evaluation procedures experience desired. - Interviewing and hiring experience preferred. - Budgeting cost estimating, and fiscal management principles and procedures.