LTC Services Screener II

Location: El Paso, TX

About the role

Screen requests for people who are aging and those with disabilities who are applying for Long Term Care Services and Supports that enable them to remain in the community. Work involves interviewing elderly consumers and consumers with disabilities, explaining and referring consumers to the appropriate services. Processes Community Care Services & Eligibility (CCSE) referrals for unit assignment. Provides general and specific information about CCSE services to individuals and the public. Makes appropriate referrals to other program areas and to community organizations. Generates change requests from consumers, family members, and/or contracted provider agencies. Provides specific information regarding Interest List services and status of placements. Handles high volume incoming calls in a Call Center environment which may include working a schedule from 8am – 5pm. Work includes operating a computer. May perform clerical duties on rotation.

Responsibilities

• Answers the toll-free Intake Line.
• Attends work on a regular and predictable schedule in accordance with agency leave policy.
• Be familiar with and follow all HHS policies and procedures relating to job performance and work rules.
• Accept and process telephone and fax requests for CCSE program services.
• Provides general and specific information about CCSE program services.
• Refers intakes to CCSE staff.
• Refers individuals to other programs, agencies, and other community organizations.
• Completes special assignments and/or reports.
• Operates a computer to document, update, or inquire into case records.
• Handles high volume incoming calls in a Call Center environment.
• Communicates on a basic level with others (internally and externally) to provide, exchange, or verify information on CCSE Services.
• Answer inquiries, address issues, or resolve/report problems or complaints.
• Prepares report/record of each call received in order to provide management information on program operations.

Requirements

• High School Diploma or equivalent is required.
• Experience using email and other automated applications, such as Microsoft Office products.
• Excellent written communications as observed by detail and completeness of information provided on the state application.
• Bilingual: English/Spanish preferred.
• May be required to work hours outside of M-F, 8am to 5pm, based on business need.

Skills

• Ability to effectively communicate orally and in writing.
• Ability to set priorities, establish timeframes, and meet deadlines.
• Ability to establish and maintain effective relationships with individuals receiving services, co-workers, contract agency staff, and staff from other federal or state agencies.
• Ability to operate computer and general office equipment.
• Skills in the use of automated software (i.e., Microsoft Office, SharePoint, etc.).
• Knowledge of interviewing techniques to obtain personal information, to make inquiries, and to resolve conflicting statements.
• Knowledge of resources that serve individuals who are older or have a disability.

Benefits

Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement, and more. Explore more details on the Benefits of Working at HHS webpage.

Pay

Salary Range: $2,694.33 - $3,946.25 per month

Schedule

• Full time
• Day shift (8am – 5pm)
• Eligible for telework
• Travel: Up to 20%