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Customer Service Representative
2 months ago
Job Description:
• Answers calls from participants regarding initial and continuing eligibility for income maintenance programs related to medical services.
• Gathers, verifies, evaluates, and enters necessary social, financial, and medical information to determine the need and eligibility for medical assistance into various applications.
• Maintains complete and accurate computerized records of participant interactions including details of action taken and education provided.
• Performs a variety of diverse tasks while continuing to maintain currency and accuracy of program requirements.
• Ensures timely processing of participant inquiries/annual reviews to meet client needs and program mandates.
• Explains and interprets agency policy, procedures, and rules governing public assistance programs to clients and other individuals.
• Refers families, children, adults, or aged receiving assistance to other agencies or community resources, as necessary.
• Meets or exceeds daily standards for performance, accuracy, customer service, and quality.
• Participates in training activities as needed.
• Performs other related work as assigned.
Experience/Skills:
• Introductory knowledge of mathematics and accounting principles used in the calculation of public assistance benefits.
• Introductory knowledge of techniques to assess case situations and determine the most appropriate course of action to ensure conformity with established eligibility guidelines.
• Introductory knowledge of the general provisions, objectives, and philosophy of public assistance programs.
• Skill in handling client behaviors such as fear, hostility, and aggression.
• Ability to maintain accurate and systematic records, to organize and prioritize the workload to meet assigned timeframes.
• Ability to adapt to changes in policy, procedures and work assignments.
• Ability to operate a personal computer and use automated technology to establish and maintain case records.
• Ability to understand, explain and apply federal and state laws, program policy and procedures.
• Ability to communicate effectively with applicants, recipients, the general public, and other employees.
• Exceptional customer service skills
