What are the responsibilities and job description for the Title: Customer Service Representative 2 position at Arizona Health Care Cost Containment System?
Job Summary :
This position supports Division of Member and Provider Services (DMPS) operations by working directly with customers, researching case or customer data, reviewing information received, scanning, and entering data using various computer applications and assisting office personnel with case information and office administrative duties.
Job Duties :
Major duties and responsibilities include but are not limited to :
- Resolve customer issues. Interact with customers in-person, on the telephone, in a call center or via email. Route customer inquiries to the proper DMPS employee or resource and make appropriate referrals when necessary. Support all AHCCCS programs.
- Review, analyze, manage and process all DE202s and DE201s. Research and process hospital applications. Contact multiple facilities and the departments within those facilities and complete applications by finding the admissions and expected discharge dates and demographic information on applicants.
- Categorization of documents. Review all documents to make sure they are complete & accurate, needed for eligibility determinations, and then route appropriately. Prepare, scan and validate documents for DocuWare. Input and sort the proper documentation in HEAplus.
- Process incoming and outgoing regular mail and emails. Send out notices for hearings, Requests For Information (RFI), Voter Registration forms and packets that go to DES / DDD. Collect data from sources when applicable and register applications. Consult with staff to ensure correct documents are mailed. Document information from customer contact and from electronic or paper applications into HEAplus.
- Maintain various data logs. In field office locations, log and monitor State vehicle usage. Coordinate maintenance and repairs with ADOT and central AHCCCS office. Coordinate physical office maintenance.
- Actively participate in the Arizona Management System (AMS) initiative within the unit, division and agency. Creating and embracing a culture of teamwork supporting the agency, division and office visions, values, goals, and AMS efforts.
Knowledge, Skills & Abilities (KSAs) :
Knowledge :
Skills :
Abilities :
Selective Preference(s) :
Minimum : One year of experience in a multi-functional customer service environment.
Preferred : Experience working in the medical eligibility enrollment, claims processing or claims customer service. Bilingual (Spanish) a plus.
Pre-Employment Requirements :
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply : Driver’s License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits :
Among the many benefits of a career with the State of Arizona, there are :
By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work / life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot program here.
