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Under supervision, the Eligibility and Policy Analyst is responsible for reviewing and updating program policies and operational procedures for the implementation and ongoing operations of Georgia Access - State Based Exchange.
Analyzes customer issues to determine causes and develops new processes, documenting changes, and new steps as developed.
Reviews and updates consumer eligibility, verification, and appeals policies for the Georgia Access division.
Supports and participates in the annual federal programmatic audit and any other audits, as needed.
Analyzes the Contact Center's metrics, Key Performance Indicators (KPIs), and related reports produced by the Contact Center vendor.
Prepares draft recommendations for the Contact Center Specialist to improve Contact Center processes, including metrics and KPIs; develop reports or dashboards as needed.
Drafts, reviews, and updates the Contact Center's consumer support materials (e.g., scripts and Interactive Voice Response (IVR)).
Reviews, responds and/or resolves escalated Contact Center inquiries and appeals reported by consumers, agents, and private-sector partners.
Coordinates with the agency's Administrative Procedures department for eligibility appeals.
Develops private-sector partner and assister (Navigators and CACs) policies and business requirements.
Works with other state agencies as necessary, such as the Department of Human Services (DHS) and Department of Community Health (DCH), for referrals of consumers to/from Medicaid and Georgia Access.
Performs other duties assigned.
Master's degree in a related field from an accredited college or university OR Bachelor's degree in a related field from an accredited college or university AND Two years of related experience OR Associate's degree in a related field from an accredited college or university AND Three years of related experience OR Four years of related professional experience. Note: Some positions may require a certification or licensure. Note: Some positions may require a valid driver's license.
Additional Information
* Agency Logo: Requisition ID: REG03SW
* Number of Openings: 4
* Advertised Salary: $64,000 - $73,000
* Shift: Day Job
Full Time
$81k-96k (estimate)
06/30/2024
07/19/2024
georgia.gov
ATLANTA, GA
>50,000
1943
BRIAN KEMP
$10B - $50B
Public Administration
Welcome to the Georgia State Board of Pardons & Paroles' Linkedin page managed by the Parole Board's Office of Communications. This page is intended to provide updated information on the Georgia State Board of Pardons & Paroles. Please visit our official homepage at www.pap.georgia.gov. The State Board of Pardons and Paroles is a part of the executive branch of Georgia's government, constitutionally authorized to grant paroles, pardons, reprieves, remissions, commutations, and to restore civil and political rights. Parole is the discretionary decision of the State Board of Pardons and Paroles ...to release a certain offender from confinement after he or she has served an appropriate portion of a prison sentence. Persons on parole remain under state supervision and control according to conditions which, if violated, allow for re-imprisonment.
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