What are the responsibilities and job description for the CUSTOMER SERVICE SPECIALIST position at Washington D.C.?
General Job Information
Job Summary
This position is in the Department of Aging and Community Living (DACL). The mission of DACL is to advocate, plan, implement, and monitor programs in health, education, and social services which promote longevity, independence, dignity, and choice for the city's older adults (ages 60 years or older), people living with disabilities (ages 18-59 years), and caregivers.
This position is a Customer Service Specialist in the Medicaid Enrollment Unit. The Customer Services Specialist is responsible for communicating relevant information to the public relative to agency programs, products, and services; and investigating agency complaints or problem issues concerning customer and communication services. More specifically, the work involves providing information that is appropriate to the unique circumstance of each inquiry or complaint; evaluating and investigating the nature of each inquiry or complaint; and recommending changes for improvements in the areas of customer services and communication.
Duties and Responsibilities
Confers with potential and current Medicaid recipients by telephone or in person to provide information about Medicaid programs, products, and services, or to obtain details concerning complaints. Elicits information regarding the customer's issue, situation or problems and provides assistance to Elderly and Persons with Disability (EPD) Waiver applicants including the collection of necessary medical and financial information for application processing by the Department of Health Care Finance (DHCF) and / or its contracting agencies.
Records information into agency databases / systems as needed. Analyzes information gathered from callers, determining whether urgent action is required and ensuring the appropriate referrals are made. Initiates corrective action, when necessary, to resolve complex customer requests or needs. Tracks customer requests, referrals, services rendered, issues, unmet needs, and outcomes to improve customer service and programmatic performances.
Education and Qualifications
Applicants must possess at least one (1) year of specialized experience equivalent to the next lower grade in the normal line of progression. Specialized experience is experience that has equipped the applicant with the knowledge, skills, and abilities to successfully perform the duties of the position and include work directly related to working with clients answering Medicaid / Medicare or health related questions; resolving complaints; or similar work experience providing information on Medicare, Medicaid and / or social service needs.
License and Certifications
None
Work Conditions / Environment
The work is generally performed in a normal office setting, but may require home visits, or meetings in other community settings.
Other Significant Facts
Tour of Duty : Varies
Pay Plan, Series and Grade : CS-0301-11
Promotion Potential : No known promotion potential.
Collective Bargaining Unit (Non-Union) : This position is not in the collective bargaining unit.
Position Designation(s) : The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability - Security Sensitive.
Emergency Designation : This position has been designated as Emergency.
EEO Statement : The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, disabilities, or political affiliation.
