Customer Service Representative – Marion, IN

Requirements

The Customer Service Representative - Eligibility Specialist (ES) 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. CSRs will assist customers by answering queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction. During calls, a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system. Additionally, a CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.

Responsibilities

• Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.
• Validate and calculate income, assess eligibility, and manage case referrals.
• Engage regularly with program participants on a daily basis.
• Potentially educate clients on fundamental program services and eligibility prerequisites.
• Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.
• Fulfill additional responsibilities as delegated by Management.
• Handle 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.
• Verify applicant/recipient data through system interfaces.
• Facilitate the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy.
• Communicate with applicants/recipients while researching and updating cases and documenting calls simultaneously.
• Educate callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills.
• Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships.
• Verify and enter applicant/recipient data into the State’s eligibility system and prepare cases for disposition by State Eligibility Consultant.
• Process cases and take necessary action on missing information promptly.
• Meet Quality Assurance and performance metrics and stay updated on project and corporate policies.
• Identify and escalate risks to management.
• Attend all meetings and complete all trainings to stay informed on project/position updates.
• Fulfill all performance requirements associated with eligibility processes.
• Perform additional duties as assigned by management.

Qualifications

• A high school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
• Proven customer support or Client Service Representative experience strongly preferred.
• Ability to handle complex service inquiries via telephone.
• Moderate difficulty assignments requiring judgment and issue resolution.
• Understanding of work implications and ability to recommend solutions.
• Accurate data entry (40 keystrokes/minute), strong interpersonal skills.
• Positive relationship-building with customers and state eligibility consultants.
• Attention to detail; excellent organizational, verbal, and written communication skills.
• Comfortable in a fast-paced, deadline-oriented environment.
• Capable of executing many complex tasks simultaneously.
• Team player with the ability to work independently.
• Ability to remain stationary for an extended period.