Service Center Representative

4 days ago

West Lafayette, United States Rose International Full time

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.

Required Education:

HS Diploma, GED, or equivalent

Preferred Education:

Some College

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

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.

The Eligibility Specialist is responsible for:

Taking inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community

Handling 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

Verifying applicant/recipient data through system interfaces

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

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

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

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

Verify and entering applicant/recipient data into the State’s eligibility system and prepares cases for disposition by State Eligibility Consultant

Processing cases and takes necessary action on missing information promptly

Meeting Quality Assurance and performance metrics and stay updated on project and corporate policies

Identify and escalating risks to management

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

Fulfilling all performance requirements associated with eligibility processes

Performing additional duties as assigned by management

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

Additional Details:

Start Date: November 15, 2024

Training:

9-10 Weeks with NO TIME OFF DURING TRAINING

  • **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.**

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

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 (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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