Service Center Representative - Eligibility Specialist
Date Posted:
04/22/2024
Hiring Organization:
Rose International
Position Number:
462718
Job Title:
Service Center Representative - Eligibility Specialist
Job Location:
New Castle, IN, USA, 47362
Work Model:
Onsite
Shift:
Mon-Fri 8:
00AM-4:
30PM (30 min lunch)
Employment Type:
Temp to Hire
Estimated Duration (In months):
13
Min Hourly Rate ($):
18.00
Max Hourly Rate ($):
18.00
Must Have Skills/Attributes:
10-Key, Analytical Skills, Computer Literacy, Customer Service, Data Entry, Typing, Verbal Communication, Written Communication
Nice To Have Skills/Attributes :
Call Center, Case Management, Medicaid Systems
Job Description
Only those lawfully authorized to work in the designated country associated with the position will be considered.
Please note that all Position start dates, and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.
The Service Center Representative - Eligibility Specialist is responsible for receiving high volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs. Eligibility Specialist will assist customers by answer queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction.
Start Date:
May 29, 2024
Training:
9-10 Weeks with NO TIME OFF DURING TRAINING
Required Education:
HS Diploma, GED, or equivalent
Preferred Education:
Some College
Required
Qualifications:
Proven Customer Support or Client Service Representative Experience
2 years relevant professional experience or 1-year relevant experience and 1 year of extended education and the ability to handle complex service inquiries via telephone
Accurate data entry (40 WPM or 10,000 KSPH)
Ability to handle complex service inquiries via telephone
Strong PC skills
Understanding of work implications and ability to recommend solutions
Preferred
Qualifications:
Social services experience (Indiana Eligibility experience strongly preferred)
Soft Skills Required:
Strong critical thinking and problem-solving skills
Strong interpersonal skills
Positive relationship-building with customers and state eligibility consultants
Attention to detail; excellent organizational, verbal, and written communication skills
Capable of executing many complex tasks simultaneously
Team player with the ability to work independently
Comfortable in a fast-paced, deadline-oriented environment
Work Environment:
Work is constantly performed in an office environment
Ability to remain stationary for an extended period
Moderate difficulty assignments requiring judgment and issue resolution
Qualified candidates are provided an extensive training program to be successful in this role
During calls, an Eligibility Specialist is expected to process applications and complete case maintenance activities such as changes to cases in the State eligibility system. Additionally, an Eligibility Specialist should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures. The Eligibility Specialist is responsible for:
Taking inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community
Handling high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift to answer questions regarding the Medicaid, SNAP, and TANF programs
Apply State and/or federal eligibility rules for applicant/recipient information assessment
Verifying applicant/recipient data through system interfaces
Facilitating the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy
Communicating with applicants/recipients while researching and updating cases and documenting calls simultaneously
Educating callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills
Serving as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships
Verify and entering applicant/recipient data into the State's eligibility system and prepares cases for disposition by State Eligibility Consultant
Processing cases and takes necessary action on missing information promptly
Meeting Quality Assurance and performance metrics and stay updated on project and corporate policies
Identify and escalating risks to management
Attending all meetings and completes all trainings to stay informed on project/position updates
Fulfilling all performance requirements associated with eligibility processes
Performing additional duties as assigned by management
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Estimated Salary: $20 to $28 per hour based on qualifications.
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