Document Processing Clerk/Customer Service Representative
at Maximus

Job Description

Department Overview

In 2011, the Ontario Ministry of Health selected Maximus to deliver administrative services for the Ontario Drug Benefit (ODB) Program. The ODB Program provides prescription drug coverage to eligible Ontario residents, including seniors, individuals with low income, and other vulnerable populations who rely on access to essential medications.

Maximus currently manages over 2.6 million ODB client accounts, supporting application processing, document review, renewals, and client inquiries.

Position Summary

This is a contract position created to support the ODB program during periods of increased application, documentation, and service volumes. Extension may be considered based on performance and business needs. We currently have 6 vacancies for this position.

In this role, you will primarily work in a high‑volume document processing environment, where incoming and outgoing documentation is received from multiple sources and must be reviewed, validated, and processed in accordance with established policies and procedures. Accuracy, quality, and productivity are critical to success in this performance‑driven role.

In addition to document processing responsibilities, you will also support inbound client calls related to application status, required documentation, and next steps. You will use multiple systems to ensure client records are updated accurately and correspondence is prepared and issued in a timely manner.

Key Responsibilities

Process incoming documents by scanning, validating, and preparing them for review and adjudication

Enter and update accurate client and account information in ODB systems

Manage and complete assigned processing tasks and service requests within established timelines

Prepare, print, and issue client correspondence as required

Follow step‑by‑step procedures, policies, and program rules to ensure accuracy and consistency

Meet daily and monthly productivity, quality, and turnaround time targets

Answer incoming client calls and provide professional, courteous service

Support callers with program questions, application status, documentation requirements, and next steps

Maintain schedule adherence and reliability to support operational service levels

Adapt to changing workloads, processing queues, call volumes, and operational priorities

Knowledge Skills and Abilities

• Strong verbal and written communication skills
• High attention to detail and ability to follow detailed instructions and procedures
• Strong listening skills and professional communication style
• Comfortable multitasking in a fast‑paced, performance‑driven environment
• Able to manage multiple tasks and adapt to changing priorities
• Self‑motivated and reliable, with the ability to work independently and as part of a team
• Analytical mindset with the ability to identify errors or missing information
• Willingness and ability to learn and adapt quickly to system and process changes

Other

Pre‑employment screening:

Candidates must successfully complete and pass a criminal background check and a credit bureau check prior to receiving of an offer of employment. This screening is a Ministry of Health requirement and must be initiated within 48 hours of the verbal conditional offer.

Training and Location

• On‑site training (required): Training is in person for approximately 4-6 weeks before transitioning to remote work.
• Training location: 789 Don Mills Road, 8th Floor, Toronto, ON

Remote work requirements:

• A strong hard‑wired internet connection is required (Wi‑Fi not accepted)
• A private, dedicated home workspace is required to protect confidentiality and support productivity
• Candidates must live in Ontario and either be based within the GTA or be prepared to commute longer distances if located outside the GTA for the mandatory 4-6 weeks of on‑site training.

Schedule, Holidays, and Time Off

• Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m.
• Holidays: Ontario statutory holidays are observed. The August Civic Holiday is not a statutory holiday; offices are closed and the day is unpaid.
• Time off: Time off is highly limited during the contract period, as the role is intended to support the program's peak season.

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Minimum Salary
$37,732.50

Maximum Salary
$37,908.00