Eligibility Specialist
Job Description
Streamline Medicaid eligibility calls by accelerating data verification, case updates, and issue resolution for clients
Service Center Representative – Eligibility Specialist
The Service Center Representative – Eligibility Specialist is responsible for receiving high-volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs. The Eligibility Specialist will assist customers by answering queries, handling complaints, and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction.
Training: 9-10 Weeks with NO TIME OFF DURING TRAINING
Required Education: HS Diploma or equivalent
Required Qualifications:
- Proven Customer Support or Client Service Representative Experience
- 2 years relevant professional experience or 1-year relevant experience and 1 year of extended education and the ability to handle complex service inquiries via telephone
- Accurate data entry (40 WPM or 10,000 KSPH)
- Ability to handle complex service inquiries via telephone
- Strong PC skills
- Understanding of work implications and ability to recommend solutions
Preferred Qualifications:
- Social services experience (Indiana Eligibility experience strongly preferred)
Soft Skills Required:
- Strong critical thinking and problem-solving skills
- Strong interpersonal skills
- Positive relationship-building with customers and state eligibility consultants
- Attention to detail; excellent organizational, verbal, and written communication skills
- Capable of executing many complex tasks simultaneously
- Team player with the ability to work independently
- Comfortable in a fast-paced, deadline-oriented environment
Work Environment:
- Work is constantly performed in an office environment
- Ability to remain stationary for an extended period
- Moderate difficulty assignments requiring judgment and issue resolution
- Qualified candidates are provided an extensive training program to be successful in this role
During calls, an Eligibility Specialist is expected to process applications and complete case maintenance activities such as changes to cases in the State eligibility system. Additionally, an Eligibility Specialist should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.
**Only those lawfully authorized to work in the designated country associated with the position will be considered.**
**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Answer inbound calls about Medicaid, SNAP, and TANF programs and assist customers, Verify and enter applicant/recipient data into the State eligibility system, Educate callers on program services and eligibility requirements while demonstrating customer service skills, Meet quality assurance and performance metrics and stay updated on policies, Fulfilling all performance requirements and handling multiple tasks simultaneously
