Customer Service Eligibility Advisor

2 weeks ago

Fort Wayne, Indiana, United States Rose International Full time

Position Overview: The Customer Service Eligibility Advisor plays a crucial role in managing a high volume of inbound inquiries related to Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF). This position is dedicated to assisting clients by addressing their questions, resolving complaints, and troubleshooting issues with professionalism to ensure customer satisfaction.

Training Requirements:

  • Comprehensive training lasting 9-10 weeks with no time off permitted.

Educational Background:

  • High School Diploma, GED, or equivalent is required.
  • Some college education is preferred.

Essential Qualifications:

  • Demonstrated experience in customer support or client service roles.
  • Minimum of 2 years of relevant professional experience, or 1 year of relevant experience combined with 1 year of extended education.
  • Proficient data entry skills (40 WPM or 10,000 KSPH).
  • Ability to manage complex service inquiries via telephone.
  • Strong computer skills are essential.
  • Understanding of work implications with the capability to recommend solutions.

Preferred Qualifications:

  • Experience in social services, particularly in Indiana eligibility processes, is highly desirable.

Key Soft Skills:

  • Excellent critical thinking and problem-solving abilities.
  • Strong interpersonal skills for effective communication.
  • Ability to build positive relationships with customers and state eligibility consultants.
  • Meticulous attention to detail with outstanding organizational, verbal, and written communication skills.
  • Capacity to handle multiple complex tasks simultaneously.
  • A collaborative team player who can also work independently.
  • Comfortable in a fast-paced, deadline-driven environment.

Work Environment:

  • Work is primarily conducted in an office setting.
  • Ability to remain stationary for extended periods is required.
  • Assignments may involve moderate difficulty requiring sound judgment and issue resolution.

Responsibilities:

  • Handle inbound calls from applicants and recipients of Medicaid, SNAP, and TANF, addressing their inquiries and concerns.
  • Process a high volume of calls daily, often back-to-back, to provide information regarding eligibility for various programs.
  • Apply state and federal eligibility guidelines to assess applicant and recipient information.
  • Verify applicant and recipient data through system interfaces.
  • Facilitate caller requests regarding eligibility information while maintaining professionalism and empathy.
  • Communicate effectively with applicants and recipients while simultaneously researching and updating cases.
  • Educate callers on program services and eligibility requirements, demonstrating exceptional customer service skills.
  • Act as a liaison with customers to meet program goals and maintain eligibility services.
  • Enter and verify applicant and recipient data into the eligibility system, preparing cases for review by State Eligibility Consultants.
  • Process cases and promptly address any missing information.
  • Meet quality assurance and performance metrics while staying informed on project and corporate policies.
  • Identify and escalate risks to management as necessary.
  • Attend all required meetings and training sessions to remain updated on project and position changes.
  • Fulfill all performance requirements associated with eligibility processes.
  • Perform additional duties as assigned by management.

Equal Opportunity Employment:

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, arrest and conviction records, disability, veteran status, or any other characteristic protected by law.

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