Remote Customer Service Representative/Case Investigator (Indiana Contact Tracing Center)

November 5, 2020
Indianapolis, IN
Job Type


Job Description Summary

Indiana Residents, preferred.

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.

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. If you need equipment, 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

    Position Requirements:

  • Bachelor’s degree, required
  • 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.

  • All CSR positions are 100% remote
  • Multiple full-time shifts are available
  • Paid Training is seven business days long
  • Pay rate is $30 per hour paid bi-weekly
  • Position starts December 3rd, 2020
  • Temporary assignment expected to last through Spring, 2021
  • Must be legally eligible to work in the United States

    These are contract positions and will be run through Guidant Global CER who has been contracted by Maximus as our payroll service provider. You will be an employee directly hired by Guidant Global (W-2 status, not contractor 1099).

    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.
    - 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.

    Minimum Requirements:
    - High School diploma or equivalent with 1-3 years of experience.

    Bachelor's degree, required. 

    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

    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.

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