Benefits and Eligibility Specialist (Eligibility Interviewer)
On-siteLake Havasu City, Arizona, United States
Job Summary
Conduct in-person and telephone interviews to determine eligibility for Nutrition Assistance, Medical Assistance, and Temporary Assistance to Needy Families. Collect client information, complete applications, and enter data into computer systems while adhering to agency standards for accuracy and timeliness. Provide empathetic customer service to individuals and families facing challenging situations, explaining eligibility requirements and guiding applicants to resources. Complete paid classroom and on-the-job training before beginning duties. This role supports the Department of Economic Security's mission to strengthen families in Lake Havasu City.
Required Qualifications
- High School Diploma or GED
- Customer service experience
- Eligibility review experience
- Driver's License
- Core math skills, including but not limited to, addition, subtraction, multiplication and division
- Professional written and verbal communication
- Customer friendly, empathetic and patient
- Computer experience; typing, navigating and using multiple computer systems on multiple screens while talking to the client by phone
- Ability to evaluate and make appropriate decisions (or determinations)
- Ability to access, maintain, review and interpret information
- Ability to work independently as well as interacting with others on a team
- Ability to review and explain eligibility requirements with applicants of diverse backgrounds and guide them to resources as part of the interview process
- Ability to adhere to agency standards measured by metrics, attendance, service levels, accuracy, and timeliness
- Ability to provide excellent customer service in-person and by phone to individuals and families facing challenging and personal situations
- Ability to collect and gather information to conduct interviews to make eligibility determinations for Medical Assistance, Nutrition Assistance, and Cash Assistance
- Ability to complete the application and interview process, by entering data on a computer and accessing multiple screens
- Ability to work in a fast-paced office environment
- Ability to provide quality interaction and communication with clients
- Ability to attend paid classroom training with on the job training (learning by doing)
- Ability to successfully pass background and reference checks
- Ability to successfully complete the Electronic Employment Eligibility Verification Program (E-Verify)
- Ability to be available for an on-site, in-office position
Desired Qualifications
- Experience performing eligibility reviews
- Customer service experience
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