We are seeking a detail-oriented team member, that can remain focused and on-task while working in a high volume, fast paced, ever-changing professional environment. This team member would be responsible to assist Medicaid members either on-site or via the Human Services Eligibility Call Center. This is a front-facing, customer service role with significant interaction with members of the public. This position is project-designated, and funding will expire 12/31/2023, this date may be extended.

• Clearly and correctly explain relevant program eligibility requirements to members. 
• Provide general clerical support such as data entry, copying documents, electronic filing, and correlating information packets for customers. 
• Transfer electronic documents from the CBMS to HSConnects. 
• Understanding and utilizing rules and regulations, member rights and responsibilities, available benefit dates, and the reason for approval or denial. 
• Reviewing applications, re-determinations, and verifications for completeness and determining if there is a need for a face-to-face interview. 
• Schedule/reschedule interview appointments for phone or face to face interviews in accordance with program regulations. 
• Assisting members with application completion when needed. 
• Maintaining accurate and detailed logs and entering case comments into our system every time a case is touched. 
• Complete cross-training to provide coverage to the Ambassador's/PEAK Station. 
• Make appropriate referrals to other resources including other departments and Community Partners 
• Referring members to PEAK to check benefit information when appropriate. 
• Receive documents from customers, date stamp, issue official receipt, and ensure that data is delivered appropriately and timely. 
• Managing and resolving customer complaints/issues or escalating when the matter requires it. 
• Participating in regular meetings with supervisor related to performance, county norms and values, and SMART goals. 
• Participating in monthly unit and other group meetings as requested.
• Providing reports, statistics, and information to supervisor as requested to assess achievements, areas of concern, and priorities. 
• Attending mandatory and developmental training classes as identified with supervisor. 
• Performing other related duties and responsibilities as required.

Knowledge of: 

• Medicaid rules and regulations, and processing guidelines. 
• Office policies and procedures. 
• Customer Service

Skill to: 

• Data Entry skills, input data accurately and detect errors/make corrections. 
• Skilled to defuse angry or hostile members. 
• Bilingual preferred, but not necessary.

Ability to: 

• Read, interpret, and apply processing guidelines as noted above. 
• Communicate effectively both verbally and in writing. 
• Develop and maintain working relationships with internal and external customers. 
• Ability to adapt to multi-cultural diversity. 
• Due to the high volume of work, must have the ability to prioritize daily responsibilities and assignments, ability to work under pressure and to multitask. 
• Ability to use standard office equipment. 
• Utilize Microsoft Office products, including WORD and EXCEL, as well as learn various computer software applications. 
• Work independently and as a team member. 
• Research, organize, and prioritize the workload through sound decision and judgement. 
• Adapt to change. 
• Work in a typical office environment. 
• Stand for lengthy periods of time when working the Ambassador's/PEAK stations. 
• Minimal lifting may be required, such as paper boxes to fill printers/copiers.

Experience: One-year full time office, clerical or extensive public contact experience 

Education 

• High School Diploma or GED. 
• Satisfactory completion of any Degree in business, behavioral science, or another appropriately related field is preferred.

Background Check: Must pass a criminal background check.