Associate Eligibility Specialist - Call Center

Jefferson County•Golden, CO

9d•$22 - $23•Hybrid

About The Position

Jefferson County invites you to apply for the Call Center Associate Eligibility Specialist position. This is an opportunity to make a difference in your community by helping individuals and families get the help they need through public assistance programs. You will be part of a supportive, team-focused environment where providing excellent customer service is a priority. As a Call Center Associate Eligibility Specialist, you will be one of the first people customers speak with when they call Human Services for help with programs such as Medicaid, SNAP (food assistance), and other benefits. You will answer questions about benefits, applications, renewals, and case status. You will also help customers understand what documents they need to provide, what steps to take next, and where to find additional help. You will regularly assist customers who may be facing difficult situations or feeling stressed, frustrated, or upset. You must be able to remain calm, patient, respectful, and professional during these conversations over the phone. We are looking for individuals who are patient, dependable, organized, and comfortable working in a busy Call Center. You should be able to communicate clearly, pay close attention to details, solve problems, and use multiple computer systems. Strong writing skills are especially important, as you will be responsible for keeping clear, accurate, and detailed notes about customer interactions and communicating information in writing. This is primarily a desk-based position that requires sitting for extended periods of time while answering phone calls, using a computer, and documenting customer interactions. You should be comfortable spending much of your workday on the phone and computer while managing a steady volume of customer calls.

Requirements

High school diploma or equivalent certificate required
Minimum one year of work experience in a high-volume customer service or call center environment.
One or more years of experience in determining eligibility for public assistance programs such as Medicaid and SNAP utilizing the CBMS
Experience using de-escalation techniques with customers experiencing stress or crisis
Experience entering and maintain accurate information within complex computer systems or databases.
Commitment to serving the community with empathy, professionalism, and a customer centered approach aligned with the mission, vision, and values of Jefferson County Human Services.
Ability to effectively manage difficult or emotionally charged customer interactions while demonstrating professionalism, empathy, patience, and composure.
Ability to understand, interpret, and accurately apply county, state, and federal policies, procedures, and regulations related to public assistance programs while exercising sound judgment and problem-solving skills.
Strong attention to detail and commitment to accuracy when navigating multiple computer systems, documenting customer interactions, and entering or updating case information.
Excellent verbal and written communication skills, including the ability to clearly explain complex program requirements and processes to customers with diverse needs and backgrounds.
Ability to manage competing priorities, meet performance expectations and deadlines, and adapt to frequent changes in policies, procedures, and operational demands within a fast-paced, high-volume Call Center environment.
Must be a Colorado resident at the time of hire.

Nice To Haves

Bilingual skills preferred.

Responsibilities

Answer high-volume inbound calls from customers regarding public assistance programs, benefits, and case-related questions.
Review customer cases in Colorado Benefits Management System (CBMS) and other systems to provide accurate information regarding case status, eligibility requirements, notices, interviews, and verification requests.
Triage customer needs and determine appropriate next steps, including routing calls, scheduling appointments, or referring cases to the appropriate program area or staff member.
Educate customers on Human Services programs, application processes, required documentation, timelines, and available county or community resources.
Document all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.
Provide professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.
Maintain productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.
Assist customers with navigating online systems and completing processes related to benefits and services.
Send follow-up communications to customers as needed regarding verification requests, documentation, or case clarification.
Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to support timely and accurate customer service delivery.
Maintain confidentiality and handle sensitive customer information in accordance with county, state, and federal regulations.
Perform other duties and responsibilities as assigned.