Customer Service Advocate
$49,000–$49,000 year
On-siteMaitland, Florida, United States
Job Summary
Serve as the primary point of contact for department mail and inquiries regarding client insurance, eligibility, and data services, including Express Enrollment and Medicaid plan activities. Research and resolve benefit questions such as Social Security card applications and Youth Credit Checks while maintaining immediate responses to all inquiries within 24 hours. Track Department of Juvenile Justice involvement, obtain eligibility documentation, and accurately enter program information adhering to strict deadlines. Maintain frequent communication with internal staff and case managers to distribute reports and complete data validation activities. Assist in training specialists on new policies, monitor federal funding eligibility, and participate in peer file reviews and department meetings.
Required Qualifications
- Associate Degree
- Two years' experience in the child welfare field
- Proficiency in Microsoft Word and Excel
- Strong customer service skills
- Good organizational skills
- Ability to work with strict deadlines
- Ability to work effectively in a team environment
- Able to break down problems and information in order to systematically identify the cause of problems or make recommendations; gather information from multiple sources; analyze complex information; organize information for analysis
- Able to be thorough and complete when working with assembling, processing, or providing detailed information; track details even when under pressure
- Able to maintain composure and handle frequent job changes or unexpected disruptions; work with conflicting, delayed, or unclear information; remain effective when faced with change and uncertainty
- Able to maintain a composed problem-solving approach when faced with unrealistic expectations, pressing time demands, frustration, or interpersonal conflict
- Able to persevere in accomplishing tasks or objectives; commit to long hours of work; do everything possible to reach goals; have a sense of urgency about getting results
- Excellent verbal and written communication skills
- Ability to manage multiple tasks and conflicting priorities
- Proficient MS Excel skills
- Ability to read and interpret legal documents to arrive at appropriate analyses of needs
- Ability to interpret and follow operating procedures
- Knowledgeable in Web Based Applications
- Work effectively with and show sensitivity to cultural differences and various socio-economic backgrounds of others
- Able to demonstrate consistency of words and actions; protect confidential information; do what is right even when no one is watching; demonstrate sound business ethics; consistently comply with organizational values
- Ability to travel
- Knowledge on IVE and Operating Procedure (CFOP)
- Ability to train others on processes and procedures
- Thorough Background Screening upon hire including FBI, FDLE, Local Law check, Employment Reference check, DMV check, Criminal Records check, Social Security Trace & Drug Screening
- Ability to lift up to 25 lbs
- Travel- local: 35% per week, long-distance: 5% per month
Desired Qualifications
- Experience in a non-profit organization
- Experience with ARGOS
- Thorough knowledge of state SACWIS system (FSFN)
- Experience in FLORIDA
- Experience with FMMIS
- Experience with Florida Medicaid
- Experience with Title IV-E and TANF Eligibility
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