The Customer Service Representative - Eligibility Specialist (ES) 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.

CSRs will assist customers by answering queries, professionally handling complaints and troubleshooting problems ensuring effective resolution and customer satisfaction.

During calls, a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system.

A CSR should also ensure all client service issues are resolved promptly and follow stated policies and procedures. The Customer Service Representative is responsible for taking inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community.

Position Details & Benefits Package :

• Class Start Date : October 23,2024
• Location : Onsite - Evansville, IN
• Work Hours : 8 : 00 AM - 4 : 30 PM, Mon-Fri
• Base rate $18.00 / hr.
• Quarterly Bonus opportunity
• 401K with company match
• Paid time off and paid holidays
• Employee Assistance Program (EAP)
• Employee Wellness and Discount Programs Career development and promotional opportunities Essential Duties and Responsibilities : - Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.
• Validate and calculate income, assess eligibility, and manage case referrals. - Engage regularly with program participants on a daily basis.
• Potentially educate clients on fundamental program services and eligibility prerequisites. - Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.
• Fulfill additional responsibilities as delegated by Management. - Handles 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. - Verifies applicant / recipient data through system interfaces.
• Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy.
• Communicates with applicants / recipients while researching and updating cases and documenting calls simultaneously. - Educates callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills.
• Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships.
• Verifies and enters applicant / recipient data into the State’s eligibility system and prepares cases for disposition by State Eligibility Consultant.
• Processes cases and takes necessary action on missing information promptly. - Meet Quality Assurance and performance metrics and stay updated on project and corporate policies.
• Identify and escalate risks to management. - Attends all meetings and completes all trainings to stay informed on project / position updates.
• Fulfill all performance requirements associated with eligibility processes. - Perform additional duties as assigned by management.

LI-Onsite - High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

• Proven customer support or Client Service Representative experience strongly preferred. - Ability to handle complex service inquiries via telephone.
• Strong critical thinking and problem-solving skills. - Moderate difficulty assignments requiring judgment and issue resolution.
• Understanding of work implications and ability to recommend solutions. - Accurate data entry (40 keystrokes / minute), strong interpersonal skills.
• Positive relationship-building with customers and state eligibility consultants. - Attention to detail; excellent organizational, verbal, and written communication skills.
• Comfortable in a fast-paced, deadline-oriented environment. - Capable of executing many complex tasks simultaneously. - Team player with the ability to work independently.
• Ability to remain stationary for an extended period. Preferred Qualifications : - Some college or a college degree. - 2 years of relevant professional experience.

INEligibility #INCallCenterOps #INCSR

Last updated : 2024-09-05