Customer Service Rep (Eligibility Specialist) ONSITE

Job Introduction

The Eligibility Specialist is responsible for gathering information related to applications and changed for various public assistance programs in the State eligibility system ensuring that client service issues are resolved in a timely manner and in accordance with FSSA policies and procedures. Additionally, the Eligibility Specialist is responsible for handling inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community. 

 

Location and Training:

• Location: Onsite - South Bent, IN
• Work Hours: 8-4:30 M-F local time
• Training length: 9 weeks followed by a nesting period, generally 1 month
• Training Attendance: Attendance is mandatory for the full 9 weeks (you will receive paid holidays for Christmas and New Year's, but must commit to training on any non-company holiday.
• Class Start: 12/13/23

Job Summary

Essential Duties and Responsibilities:- Maintain an understanding of the Enrollment and Eligibility processes and policies.- Maintain updated knowledge of project and corporate policies and procedures as referenced in the employee manual and other desk procedures for the position.- Research case identity from account records and link documents to account records.- Verify information from scanned images is entered correctly and make necessary changes.- Accurately data enter all appropriate information in a timely manner.- Determine best path for document problem resolution and escalate to the Research team when necessary.- Identify risk and escalate to management. Route technical issues to management.- Research consumer information by utilizing multiple computer programs.- Generate follow up correspondence to consumers regarding missing or incomplete information.- Maintain accurate and timely case notes on all consumer contacts and document activities.- Work with consumers on a regular basis to maintain program services and eligibility.Minimum Requirements:- High School diploma or equivalent with 0 - 2 years of experience.

Education and Experience Requirements

• Applies eligibility rules and regulations when evaluating information submitted by customers in support of initial or continuing eligibility determination.
• Checks various system interfaces and exchanges to verify Customer information.
• Assist in answering all in-coming phone calls from customers.
• Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
• Contacts customers to clarify eligibility information if necessary.
• Displays excellent communication skills, and an understanding of human behavior to establish an atmosphere in which all contacts are positive.
• May educate customers on basic program services and eligibility requirements.
• Meet Quality Assurance (QA) and other key performance metrics.
• Maintains updated knowledge of project and corporate policies and procedures.
• Verifying data, reviewing case information, and preparing it for case disposition by the State Eligibility Consultant.
• Reprocesses applications, including case repair, and missing information responses in an accurate and timely manner.
• Ability to identify risk by escalating to management and routing technical issues to the appropriate staff.
• Meets all performance requirements associated with eligibility processes.

Performs other duties as may be assigned by management.

 

Minimum Required Education: 

High school diploma, GED, certification, or equivalent experience required.

 

Background & Experience Required:

• Experience with social services preferred; Indiana Eligibility experience strongly preferred.
• Strong critical thinking and problem-solving skills.
• Works on assignments that are moderately difficult, requiring judgement in resolving issues.
• Understands implications or work and makes recommendations for solutions.
• Accurate data entry skills and the ability to type at least 40 keystrokes/minute.
• Strong interpersonal skills.
• Ability to build positive relationships among customer and state eligibility consultants.
• Attention to detail; excellent organizational, interpersonal, verbal, and written 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.
• Must be able to remain in a stationary position for an extended period of time.
• Work is constantly performed in an office environment.

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