BENEFITS AND ELIGIBILITY SPECIALIST (ELIGIBILTY INTERVIEWER)

Arizona Department of Administration•Phoenix, AZ

7d•Onsite

About The Position

The Benefits and Eligibility Specialist (Eligibility Interviewer) works for the Arizona Department of Economic Security’s Division of Benefits and Medical Eligibility, Family Assistance Administration, Change Specialty Region (FAA Changes Team), at 8990 West Peoria Avenue, Phoenix, Arizona. The role determines eligibility for Arizonans seeking Nutrition Assistance, Medical Assistance, and Cash Assistance. It is an in-person, onsite customer service position in a high-volume call center, assisting individuals and families by phone. The position includes paid classroom training and on-the-job training. Employees are expected to meet agency standards measured by metrics including attendance, service levels, accuracy, and timeliness.

Requirements

Knowledge of customer service practices.
Knowledge of computer navigation across software applications, including Google Suite or Microsoft applications.
Strong written and verbal communication skills.
A customer-friendly, empathetic, and patient approach.
Computer experience, including typing and navigating multiple computer systems and screens while speaking with clients by phone.
Core math skills, including addition, subtraction, multiplication, and division.
Ability to evaluate information and make appropriate eligibility decisions or determinations.
Ability to access, maintain, review, and interpret information.
Ability to work independently and interact with others on a team.
Successfully pass background and reference checks; employment is contingent on completing these checks and the agency’s ability to reasonably accommodate any restrictions.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), as required for newly hired State employees.

Nice To Haves

One year of experience performing eligibility reviews or one year of customer service experience.
A high school diploma or GED.

Responsibilities

Assist individuals and families by phone in a call center.
Attend paid classroom training and participate in on-the-job training.
Provide excellent phone customer service to individuals and families facing challenging and personal situations.
Collect information and conduct interviews to determine eligibility for Medical Assistance, Nutrition Assistance, and Cash Assistance.
Complete the application and interview process while entering data on a computer and accessing multiple screens.
Adhere to agency standards for attendance, service levels, accuracy, and timeliness in a high-volume call center.
Review and explain eligibility requirements to applicants from diverse backgrounds and guide them to resources as part of the interview process.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans.
Participation in the Arizona State Retirement System (ASRS).
Long-term disability plans.
10 paid holidays per year.
Paid vacation and sick time.
Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child.
Deferred compensation plan.
Wellness plans.
Tuition reimbursement.
Stipend opportunities.
Infant at Work Program.
Rideshare and public transit subsidy.
Career advancement and employee development opportunities.