South Bend, IN10 days ago
Training: 9-10 Weeks with NO TIME OFF DURING TRAINING Required Education: HS Diploma, GED, or equivalentRequired 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 telephoneAccurate data entry (40 WPM or 10,000 KSPH)Ability to handle complex service inquiries via telephoneStrong PC skillsUnderstanding of work implications and ability to recommend solutionsPreferred Qualifications:Social services experience (Indiana Eligibility experience strongly preferred)Soft Skills Required:Strong critical thinking and problem-solving skillsStrong interpersonal skillsPositive relationship-building with customers and state eligibility consultantsAttention to detail; excellent organizational, verbal, and written communication skillsCapable of executing many complex tasks simultaneouslyTeam player with the ability to work independentlyComfortable in a fast-paced, deadline-oriented environmentWork Environment:Work is constantly performed in an office environmentAbility to remain stationary for an extended periodModerate difficulty assignments requiring judgment and issue resolutionQualified candidates are provided an extensive training program to be successful in this roleDuring calls, an Eligibility Specialist is expected to process applications and complete case maintenance activities such as changes to cases in the State eligibility system. Taking inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the communityHandling 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 programsApply State and/or federal eligibility rules for applicant/recipient information assessmentVerifying applicant/recipient data through system interfacesFacilitating the fulfilment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathyCommunicating with applicants/recipients while researching and updating cases and documenting calls simultaneouslyEducating callers on program services and eligibility requirements while demonstrating excellent communication and customer service skillsServing as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationshipsVerify and entering applicant/recipient data into the State’s eligibility system and prepares cases for disposition by State Eligibility ConsultantProcessing cases and takes necessary action on missing information promptlyMeeting Quality Assurance and performance metrics and stay updated on project and corporate policiesIdentify and escalating risks to managementAttending all meetings and completes all trainings to stay informed on project/position updatesFulfilling all performance requirements associated with eligibility processesPerforming additional duties as assigned by management **Only those lawfully authorized to work in the designated country associated with the position will be considered.**