BENEFITS AND ELIGIBILITY SPECIALIST (ELIGIBILITY INTERVIEWER)

About the role

The Department of Economic Security (DES) is seeking a Benefits and Eligibility Specialist (Eligibility Interviewer) to join the Division of Benefits & Medical Eligibility (DBME) at the Phoenix Customer Care Center. This in-office position involves determining eligibility for Arizonans in need of Nutrition Assistance, Medical Assistance, and/or Temporary Assistance to Needy Families. The role is ideal for a highly motivated individual with strong decision-making skills who can work independently and multitask in a fast-paced call center environment.

Responsibilities

• Work in a call center environment, assisting individuals and families by phone.
• Attend paid classroom training with on-the-job training.
• Provide excellent customer service to individuals and families facing challenging and personal situations.
• Collect and gather information to conduct interviews and make eligibility determinations for Medical Assistance, Nutrition Assistance, and Cash Assistance.
• Complete the application and interview process by entering data on a computer while talking to clients, accessing multiple screens.
• Adhere to agency standards in a high-volume call center, measured by metrics, attendance, service levels, accuracy, and timeliness.

Requirements

• One (1) year of experience performing eligibility reviews or one (1) year of customer service experience.
• A High School Diploma or GED.
• Knowledge of customer service practices and computer navigation of various software applications (e.g., Google Suite or Microsoft).
• Professional written and verbal communication skills; customer-friendly, empathetic, and patient demeanor.
• Computer experience, including typing, navigating, and using multiple computer systems simultaneously while speaking with clients.
• Core math skills, including addition, subtraction, multiplication, and division.
• Ability to evaluate and make appropriate decisions, access and interpret information, and work independently or as part of a team.
• Ability to review and explain eligibility requirements to applicants of diverse backgrounds and guide them to resources.

Pre-Employment Requirements

• If driving is required, a valid driver’s license and successful completion of background and reference checks are mandatory.
• All newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Pay

$18.6159 hourly ($38,721.07 annually).

Benefits

• Affordable medical, dental, life, and short-term disability insurance plans.
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans.
• 10 paid holidays per year.
• Paid vacation and sick time.
• Paid Parental Leave—up to 12 weeks per year for a newborn or newly placed foster/adopted child.
• Deferred compensation plan.
• Wellness plans and tuition reimbursement.
• Stipend opportunities.
• Infant at Work Program.
• Rideshare and public transit subsidy.
• Career advancement and employee development opportunities.