Senior Health Insurance Benefit Assistance (SHIBA) Public Service Representative (Public Service Representative 4)

Initial Posting Date

03/27/2025

Application Deadline

04/06/2025

Agency

Department of Human Services

Salary Range

$4,207 - $5,842

Position Type

Employee

Position Title

Senior Health Insurance Benefit Assistance (SHIBA) Public Service Representative (Public Service Representative 4)

Job Description

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S community members, and others to help us achieve our vision of a diverse and inclusive community.

Opportunity awaits! We are hiring a SHIBA Public Service Representative (Public Service Representative 4) to join our Community Services and Supports Team. In this position, you will provide public/consumer education on Medicare, and related health insurance issues by responding to inquiries that range from general information and referral to detailed problem solving and resolution and manage a volunteer database. Apply today!

Summary Of Duties

As a SHIBA Public Service Representative, you will:

• Explain Medicare Health and Prescription Drug Plans to consumers over the phone.
• Educating the consumer on the various programs to ensure they have adequate information so they may make the choice that best fits their individual needs.
• Interpret and explain applicable laws pertaining to Medicare and related insurance to assist consumer in solving problems.
• Provide requested or relevant informational material to the consumer to aide with understanding Medicare and the SHIBA program.
• Maintain SHIBA volunteer management database that tracks volunteer information.
• Refer consumers to other federal, state and local government agencies and non-profit programs when appropriate including, but not limited to, the Centers for Medicare and Medicaid Services, Social Security Administration, Division of Financial Regulation- Consumer Services Section, Department of Human Services – Aging and People with Disabilities Division, Oregon Health Authority Division of Medical Assistance Programs (DMAP/Medicaid).
  
  

Minimum Qualifications

A valid driver’s license and acceptable driving record are required for this position or you must have an appropriate form of transportation.

Three years of experience performing public contact and/or customer service duties comparable to the work of a Public Service Representative.

At least two years of this experience must include dealing with the public in-person or by phone providing information about services and programs; explaining rules, programs, and procedures; and/or providing assistance, explaining requirements, and gaining compliance.

Preference may be given for experience providing service in an area of specialization specific to the position opening.

Essential Attributes

We are looking for candidates with:

• Experience explaining Medicare Health and/or insurance programs to consumers over the phone.
• Experience interpreting and explaining applicable laws pertaining to Medicare and related insurance to assist consumer in solving problems.
• Experience proactively communicating as a responsive and reliable resource for others.
• Experience conducting work and communicating with cultural humility and responsiveness.
  
  

Attention all candidates! A cover letter is required. Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.

• Please make sure your application materials, resume and job history, are clearly outlined as this information will be used to determine your starting salary range. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.
  
  

Working Conditions

• This position may telecommute and will rarely be required to come into the Salem Central Office.
• Your work schedule will be Monday through Friday from 8am-5pm Pacific Time.
• You will be working with 2 computer screens.
• You will be entering data entry and answering questions over the phone bank system.
• You will interact with a wide range of people including some who have experienced trauma and may exhibit challenges in controlling their emotions.
  
  

Background Checks And Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.
• The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.
  
  

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases (until you reach the top of the listed salary range).
• Amazing benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.
  
  

Employment Preference

Veterans’ Preference

• Veterans’ preference information.
• How to submit your Veteran documents for preference. Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.
• If your primary residence is in Malheur County, you may choose to receive 5 percent preference points. The application process includes a required question where you can indicate if you’d like to receive preference or not.
  
  

General Information

• This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).
• This recruitment may be used to fill future vacancies in the same classification.
  
  

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Marina Nieblas.
• Email: Marina.Nieblas@odhs.oregon.gov
• Phone (call or text): 503-507-5766