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.