Contact Center Customer Service Representatives (CSRs) perform a wide range of tasks related to eligibility determination or recertification. Responsibilities can include completing any task necessary to assist in the determination of eligibility including processing applications, updating case information, and processing case reviews. Work is conducted utilizing offline systems. Processes can be lengthy and intricate. CSRs must be adaptable as tasks vary throughout the day. Qualified candidates must have excellent reading and comprehension skills and be proficient in interpreting and applying federal and state laws, program policies, and procedures. The role demands excellent customer service and problem resolution. Job Description Answer questions from participants regarding initial and continuing eligibility for income maintenance programs related to medical services. Gather, verify, evaluate, and enter necessary social, financial, and medical information to determine the need and eligibility for medical assistance into various applications. Maintain complete and accurate computerized records of participant interactions including details of action taken and education provided. Perform a variety of diverse tasks while continuing to maintain currency and accuracy of program requirements. Ensure timely processing of participant inquiries/annual reviews to meet client needs and program mandates. Explain and interpret agency policy, procedures, and rules governing public assistance programs to clients and other individuals. Refer families, children, adults, or aged receiving assistance to other agencies or community resources, as necessary. Meet or exceed daily standards for performance, accuracy, customer service, and quality.