Eligibility Specialist Lead

Job Posting Closes at 11:59PM on:
10/24/24
Division:
Community Assistance Division
Management Level:
Individual Contributor
Scheduled Weekly Hours:
40
Benefit Eligibility:
This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

Description:

Job Description

The Jefferson County Department of Human Services is searching for someone who is customer-focused, is passionate about training and helping others, has an eye for detail, and embodies a positive attitude to join the Community Assistance Division (CAD) as an Eligibility Specialist Lead for the Call Center.

This Eligibility Specialist Lead position supports the Call Center Associate Eligibility Specialists (AES) and Call Center Eligibility Specialists (ES) for public benefits programs such as Food, Medical, and Cash Assistance.

The individual in this role will assist the Call Center AES, ES and Supervisors as well as other staff within CAD as a technical expert in AES and ES functions of the Colorado Benefits Management System (CBMS), helping to ensure county, state, and federal regulations are appropriately followed.

This position is also responsible for assisting with training new Call Center AES and ES staff, providing support in Economic and Medical Assistance Services (EMAS) areas of eligibility, supporting with complex client calls and cases, responding to daily questions, creating training resources, improving internal processes, and other work as assigned. The Eligibility Specialist Lead will also assist with case processing, reporting and documentation, as required and requested by Supervisors and the state.

Compensation :

The starting hourly rate for this position is $ 2 5 .27-$ 2 8 . 5 0 USD Hourly

Compensation will be determined based on education, experience, and skills.

Benefits: Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental and vision insurance, paid time off and holidays, retirement matching, wellness programs, tuition reimbursement, flexible schedules, remote work options, and more. For more information, click here for our Total Rewards summary.

Schedule :

This position will work remotely, four days a week from 7:00am - 5:30pm (Monday-Thursday). You will be asked to come on-site for required in-person meetings, training and occasional technical support.

As an employer of choice, we hope you will feel welcome here. The inclusive environment and culture of dignity and respect are what makes this organization so unique. We appreciate that staff uphold our mission and help provide opportunities for our customers to succeed.

Essential Duties:

The Eligibility Specialist Lead will:

• Assist Call Center Supervisors in monitoring and guiding eligibility staff in their performance of eligibility determination and redetermination for Food, Medical, and Cash assistance programs.
  

• Provide training and mentorship to both new and established employees, helping them interpret and apply rules and regulations and internal processes effectively.
  

• Identify and troubleshoot system errors within the Colorado Benefits Management System (CBMS), determining effective courses of action to address issues.
  

• Serve as a subject matter expert for AES and ES processes within the call center, ensuring that process documentation and resources are current and accurate .
  

• Assist in resolving customer complaints and escalations, sharing best practices for managing challenging client interactions and offering constructive feedback as needed.
  

• Utilize conflict resolution skills to diffuse and de-escalate situations with dissatisfied customers over the phone, striving for mutually acceptable resolutions.
  

• Support customers over the phone in completing forms and submitting documents necessary for processing their applications.
  

• Request and verify necessary documentation to determine eligibility, following up on financial and non-financial criteria relevant to eligibility determination and maintenance
  

• Make decisions regarding the approval or denial of benefits based on established guidelines.
  

Additional responsibilities:

• Regularly assist in thedetailedpreparation and completion of several reports required under strictly mandatedfederal and state guidelines.
  

• Collaborate with colleagues to promote team building and resource sharing.
  

• Coordinatewith partner agencies, providers, and other departments to resolve client concerns.
  

• Performinterim duties whenasupervisor is unavailable, effectively address the needs of the team and customers, redistributing workloads as necessary .
  

• Undertake additional duties and responsibilities as assigned.
  

Qualifications:

Research shows that women and other underrepresented and historically marginalized group tend to apply only when they check every box in the posting. If you are reading this and hesitating to click “apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Minimum Qualifications :

• High School diploma or GED
  

• Minimum of three (3) years of work experience in eligibility for Medicaid, Food Assistance, Colorado Works and/or Adult Financial programs
  

Strongly Preferred, but not required :

• Associate or bachelor's degree in human services
  

• One year of determining eligibility for Medicaid, Food Assistance, Colorado Works and/or Adult Financial programs
  

• Experience working in a Call Center
  

Preferred Knowledge, Skills and Abilities :

• Strong leadership qualities that inspire and motivate others.
  

• Exceptional customer service, ensuring a positive experience for all clients.
  

• Excellent written and verbal communication skills, with the ability to tailor messages for diverse audiences.
  

• Ability to collaborate with internal teams, other divisions, and community partners to achieve shared goals.
  

• In-depth knowledge of eligibility training in Food, Cash, and Medical programs, with the ability to research, utilize resources, and troubleshoot effectively.
  

• Strong critical thinking skills, enabling effective problem-solving in the absence of direct leadership.
  

• A proactive approach to embracing challenges and pursuing professional growth through ongoing education and experience.
  

• Ability to thrive in dynamic, fast-paced environments, quickly adapting to changing priorities.
  

• Acts as a change agent, demonstrating a positive demeanor that fosters a culture of continuous improvement and innovation.
  

Additional Job Information:

• Offer of employment contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references.
  

• Please note that supplemental questions requiring a written response will serve as a writing sample.
  

How to Apply:

Applications will be accepted electronically at Jefferson County Colorado Career Opportunities .

Applicants complete an online form and have the option to provide a resume and detailed cover letter that describes why you are the best candidate for the position. Applications are reviewed for minimum qualifications listed in the qualifications section of the job bulletin, and applicants are contacted directly by the hiring team regarding next steps. To view the status of your application or direct communication from the hiring team, please log into your candidate portal .

For more details on the recruitment process, please visit https://www.jeffco.us/1860/FAQs

--

Thank you for your patience and for your interest in Jefferson County Government! We wish you success through this process. Do not forget to sign up for Job Interest Alerts through your candidate portal to receive email alerts for future positions you are interested in.

Education:
GED, High School Diploma
Experience:
Work Experience: Minimum three years

Certifications:

Languages:

Category:
Health & Human Services

• 

• Jefferson County Government

• 303-271-8400

Show more