Customer Service Representative - Fort Wayne, IN

Description & 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 answer 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, an CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.

The Customer Service Representative is responsible for taking inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community.

Position Details & Benefits Package:
• Location: Onsite - Fort Wayne, IN
• Work Hours: 8:00 AM - 4:30 PM, Mon-Fri
• Base rate $18.00/hr.
• Quarterly Bonus opportunity
• 401K with company match
• Paid time off and paid holidays
• Medical, Dental and Vision benefits
• Employee Assistance Program (EAP)
• Employee Wellness and Discount Programs
• Career development and promotional opportunities

Essential Duties and 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.

- Handles 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.

- Verifies applicant/recipient data through system interfaces.

- Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy.

- Communicates with applicants/recipients while researching and updating cases and documenting calls simultaneously.

- Educates 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.

- Verifies and enters applicant/recipient data into the State's eligibility system and prepares cases f...