DSHS HCLA DDCS Customer Service Specialist 3

State of Washington • Spokane County – Spokane, WA

2d • Onsite

About The Position

DSHS HCLA Customer Service Specialist 3 Are you someone who possesses strong organizational skills and excellent oral and written communication skills? Consider this an exciting opportunity. We are hiring for a full-time Customer Service Specialist 3 for our Spokane office. In this role, you will be a part of our customer service team and provide senior customer service support to our office's located in Spokane. The Customer Service Specialist 3 is a self-starter that can organize, prioritize, and initiate work activities using their own work methodologies and ensure the accuracy of unit policies and procedures while adhering to laws, rules, regulations, and guidelines. This role independently performs some repetitive tasks while remaining engaged in helping the work unit develop and improve processes.

Requirements

• High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• One year of experience as a Customer Service Specialist 2.
• Equivalent education/experience.
• Excellent communication skills, both orally and written
• Experience handling confidential material
• Proven ability to multi-task and manage interruptions
• Ability to search and acquire information from online informational databases
• Ability to engage in problem-solving and prioritizing work tasks
• Ability to receive instructions, assimilate the information, and act according to those instructions
• Possess advanced computer skills including use of email, word processing, and internet access as well as knowledge of electronic databases

Responsibilities

• Provide customer service to applicants and their families regarding HCLA eligibility and the application process
• Manage Initial applications and re-applications for HCLA eligibility including receiving and processes information provided, uploading documents, assigning cases to case resource managers to review
• Make and track records request and upload when received
• Review data each month to determine client’s eligibility expiration
• Teach and train support staff regarding eligibility reviews and expiration and duties related to each
• Maintain spreadsheet of all determinations and reviews and distribute reports weekly to I/E supervisor, case managers and management
• Work within electronic databases, including activating/inactivating cases, inputting data, analyzing information, merging duplicate records, transferring client records, and compiling reports
• Train support staff to ensure they are informed and up to date with current Intake and Eligibility processes
• Attend weekly meetings with Intake and Eligibility team to problem solve and discuss changes and strategies
• Assist with answering questions and resolving complaints, inquiries, and customer service problems from clients, customers, and the general public
• Monitors team shared email inboxes to respond to customers and reroute to staff as needed
• Use digital and manual record and data management systems e.g., CARE, TRACKS, Barcode Client registry, ADSA SharePoint Site, Outlook and other data management systems to compile, look-up, track and/or report information

Benefits

• Background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the job.
• Employees driving on state business must have a valid driver's license.
• Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.
• Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protect­ed veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information.
• Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at [phone].
• Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED