Job Description:

• Answers calls from participants regarding initial and continuing eligibility for income maintenance programs related to medical services.

• Gathers, verifies, evaluates, and enters necessary social, financial, and medical information to determine the need and eligibility for medical assistance into various applications.

• Maintains complete and accurate computerized records of participant interactions including details of action taken and education provided.

• Performs a variety of diverse tasks while continuing to maintain currency and accuracy of program requirements.

• Ensures timely processing of participant inquiries/annual reviews to meet client needs and program mandates.

• Explains and interprets agency policy, procedures, and rules governing public assistance programs to clients and other individuals.

• Refers families, children, adults, or aged receiving assistance to other agencies or community resources, as necessary.

• Meets or exceeds daily standards for performance, accuracy, customer service, and quality.

• Participates in training activities as needed.

• Performs other related work as assigned.

Experience/Skills:

• Introductory knowledge of mathematics and accounting principles used in the calculation of public assistance benefits.

• Introductory knowledge of techniques to assess case situations and determine the most appropriate course of action to ensure conformity with established eligibility guidelines.

• Introductory knowledge of the general provisions, objectives, and philosophy of public assistance programs.

• Skill in handling client behaviors such as fear, hostility, and aggression.

• Ability to maintain accurate and systematic records, to organize and prioritize the workload to meet assigned timeframes.

• Ability to adapt to changes in policy, procedures and work assignments.

• Ability to operate a personal computer and use automated technology to establish and maintain case records.

• Ability to understand, explain and apply federal and state laws, program policy and procedures.

• Ability to communicate effectively with applicants, recipients, the general public, and other employees.

• Exceptional customer service skills