NEW JOB OPENING
SERVICE CENTER REPRESENTATIVE - ELIGIBILITY SPECIALIST
IN Terre Haute, IN, USA!

Required Education:

• HS Diploma, GED, or equivalent



Preferred Education:

• Bachelors



Required Experience, Knowledge, and Skills:

• Proven Customer Support or Client Service Representative Experience

• Strong PC skills

• 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

• Social services experience (Indiana Eligibility experience strongly preferred)

• Ability to handle complex service inquiries via telephone

• Strong critical thinking and problem-solving skills

• Moderate difficulty assignments requiring judgment and issue resolution

• Understanding of work implications and ability to recommend solutions

• Accurate data entry (40 keystrokes/minute)

• Strong interpersonal skills

• Positive relationship-building with customers and state eligibility consultants

• Attention to detail; excellent organizational, verbal, and written communication skills

• Comfortable in a fast-paced, deadline-oriented environment

• Capable of executing many complex tasks simultaneously

• Team player with the ability to work independently

• Ability to remain stationary for an extended period



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. Eligibility Specialist will assist customers by answer queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction. During calls, an Eligibility Specialist is expected to also 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. The Eligibility Specialist is responsible for taking inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community. Work is constantly performed in an office environment, and you will be provided an extensive training program to give you the skills to be successful in this role.

• Handles high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift to answer questions regarding the Medicaid, SNAP, and TANF programs

• Apply State and/or federal eligibility rules for applicant/recipient information assessment

• Verifies applicant/recipient data through system interfaces

• Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy

• Communicates with applicants/recipients while researching and updating cases and documenting calls simultaneously

• Educates callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills

• Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships

• Verifies and enters applicant/recipient data into the State’s eligibility system and prepares cases for disposition by State Eligibility Consultant

• Processes cases and takes necessary action on missing information promptly

• Meet Quality Assurance and performance metrics and stay updated on project and corporate policies

• Identify and escalate risks to management

• Attends all meetings and completes all trainings to stay informed on project/position updates

• Fulfill all performance requirements associated with eligibility processes

• Perform additional duties as assigned by management

• **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.**