Customer Service Advocate

Family Partnerships of Central Florida•Maitland, FL

7d•Onsite

About The Position

The Customer Service Advocate serves as the primary point of contact for customer service, client benefits, and data-related issues within the Information & Eligibility and Data Services departments. This is a high-visibility role requiring internal and external communication to resolve problems promptly. Immediate responses to inquiries are expected, with a commitment to providing a solution within 24 hours. The position involves supporting Express Enrollment, tracking Medicaid plan enrollment, and addressing benefit and data support issues, including Social Security card applications, Youth Credit Checks, and Medicaid/PCP/HMO issues. The role requires researching and resolving inquiries, acting as a liaison between internal departments and external customers, and tracking Department of Juvenile Justice involvement for youth in care. Maintaining frequent communication with internal staff regarding case data and eligibility changes is crucial. The role also involves accurate data entry, obtaining eligibility documentation, completing applications for Medicaid and Federal/State Funds, and communicating with Protective Investigators and Case Managers. Additionally, the position requires querying systems for reports, participating in CTS staffing, utilizing established checklists and tools, distributing and reviewing reports, performing data validation, escalating high-profile requests, identifying trends, assisting in training, and participating in Federal Funding Eligibility Monitoring Reviews. Attendance at various meetings and trainings is expected, along with participation in peer file reviews and special projects. The role contributes to the agency's strategic plan and quality improvement processes. Employees are expected to provide excellent customer service, be professional and respectful, and maintain timely and responsive communication.

Requirements

Associate Degree (Experience may substitute for a degree).
Two years’ experience in the child welfare field.
Proficiency in Microsoft Word and Excel.
Strong customer service skills.
Good organizational skills.
Ability to work with strict deadlines.
Ability to work effectively in a team environment.
Ability to break down problems and information to systematically identify the cause of problems or make recommendations; gather information from multiple sources; analyze complex information; organize information for analysis.
Ability to be thorough and complete when working with assembling, processing, or providing detailed information; track details even when under pressure.
Ability to maintain composure and handle frequent job changes or unexpected disruptions; work with conflicting, delayed, or unclear information; remain effective when faced with change and uncertainty.
Ability to maintain a composed problem-solving approach when faced with unrealistic expectations, pressing time demands, frustration, or interpersonal conflict.
Ability to persevere in accomplishing tasks or objectives; commit to long hours of work; do everything possible to reach goals; have a sense of urgency about getting results.
Excellent verbal and written communication skills.
Ability to manage multiple tasks and conflicting priorities.
Proficient MS Excel skills.
Ability to read and interpret legal documents to arrive at appropriate analyses of needs.
Ability to interpret and follow operating procedures.
Knowledgeable in Web Based Applications.
Work effectively with and show sensitivity to cultural differences and various socio-economic backgrounds of others.
Ability to demonstrate consistency of words and actions; protect confidential information; do what is right even when no one is watching; demonstrate sound business ethics; consistently comply with organizational values.
Ability to travel.
Knowledge on IVE and Operating Procedure (CFOP).
Thorough Background Screening upon hire including FBI, FDLE, Local Law check, Employment Reference check, DMV check, Criminal Records check, Social Security Trace & Drug Screening.
FDLE check will be run at least every 5 years.
Ability to lift up to 25 lbs.

Nice To Haves

Experience in a non-profit organization.
Experience with ARGOS.
Thorough knowledge of state SACWIS system (FSFN).
Experience in FLORIDA.
Experience in FMMIS.
Experience with Florida Medicaid.
Experience with Title IV-E and TANF Eligibility.

Responsibilities

Serve as the primary point of contact for department mail related to client insurance or eligibility.
Act as the primary point of contact for Express Enrollment and tracking Medicaid plan enrollment activities.
Provide primary customer service support for benefit and data issues, including Social Security card applications, Youth Credit Checks, and Medicaid/PCP/HMO issues.
Research and resolve data services and client benefit questions, acting as a liaison between internal departments and external customers.
Track and maintain Department of Juvenile Justice involvement for youth in care.
Complete immediate responses to inquiries, acknowledging receipt and committing to a solution within 24 hours.
Maintain frequent communication with internal staff regarding changes to case data and eligibility.
Accurately enter required program information adhering to strict deadlines.
Obtain and maintain appropriate eligibility documentation.
Complete applications for Medicaid and Federal/State Funds.
Maintain open communication with Protective Investigators and Case Managers to determine eligibility.
Query systems to access specific information for distributing weekly/monthly reports.
Participate and document CTS staffing’s.
Utilize established checklists, forms, and task tracking tools to report work status and maintain documentation.
Distribute and review reports and complete routine data validation activities.
Escalate high profile requests and issues.
Identify trends within the department and present solutions.
Assist in training Information & Eligibility Specialists on new policies and procedures.
Assist in Federal Funding Eligibility Monitoring Reviews.
Attend regular IES team meetings, staff meetings, service center meetings, case management meetings, in-service trainings, and conferences as needed.
Participate in peer file review activities.
Participate in special projects for the department as assigned.
Participate in the agency strategic plan & quality improvement processes.
Safely and successfully perform essential job functions consistent with the ADA, FMLA, & other federal, state, & local standards, including meeting qualitative & quantitative productivity standards.
Maintain reasonably regular, punctual attendance consistent with ADA, FMLA & other federal, state, & local standards.
Comply with all personnel policies & procedures.
Provide excellent customer service by being professional and respectful in all interactions.
Be timely and responsive in communication with others.
Train others on processes and procedures.