Eligibility Advisor III - Temporary

TX-HHSC-DSHS-DFPS•Brownwood, TX

1d•Hybrid

About The Position

This is a temporary position with the Texas Health and Human Services Commission (HHSC) Access and Eligibility Services (AES) division, expected to conclude on August 31, 2027. Temporary employees may be eligible to transfer to a regular status vacant position based on availability, tenure, and job performance. The role is designed for highly motivated, compassionate, and dedicated individuals who wish to assist vulnerable Texans in need of food, medical care, cash assistance, and other social services. AES aims to provide an integrated and streamlined approach to connect individuals to services that reduce institutionalization, promote community living, and foster economic and personal self-sufficiency, operating on core values of respect, ownership, collaboration, and integrity. The Eligibility Advisor III performs complex technical, administrative, and management tasks for a direct delivery unit, including completing various reports and addressing complex client complaints. This position also functions as a lead worker, mentoring and training new staff, providing direction and feedback, and acting as a supervisor in the unit supervisor's absence. Key duties involve conducting case reviews for accuracy, managing service improvement projects, interviewing clients, verifying information, and determining eligibility for SNAP, TANF, Medicaid, and Medicaid for the Elderly and People with Disabilities (MEPD) programs. The role requires a detail-oriented individual capable of applying complex policies and procedures, and may involve reassignment to the On-the-Job training (OJT) unit. Up to 40% travel may be required.

Requirements

High School diploma or GED equivalent is required.
Sixty (60) semester hours from an accredited college or university is required. Two (2) years of customer service experience may be substituted for required education.
A minimum of twelve (12) months experience as an Eligibility Advisor is required (can include Texas Works Advisor, Medical Eligibility Specialist or Hospital Based Worker).
Experience (within the last two (2) years) in SNAP, Medicaid, or Medicaid for the Elderly and People with Disabilities (MEPD) policy and procedures is required.
Knowledge of Eligibility programs, requirements, and policies.
Knowledge of Health Insurance Portability Accountability Act (HIPPA) and Tax Sensitive information regulations.
Knowledge of Interviewing techniques to obtain personal information, make inquiries, and resolve conflicting statements.
Skill in handling and resolving complex case issues.
Skill in use of automated data systems.
Skill in providing good customer service.
Skill in effective verbal and written communication.
Ability to screen applications, verify eligibility criteria, and determine case dispositions.
Ability to interpret and apply agency, state, and federal rules, regulations, policy, and procedures.
Ability to develop and establish effective working relationships.
Ability to evaluate performance issues.
Ability to identify problems and evaluate alternatives.
Ability to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon.
Ability to work in a highly stressful and fast paced environment, under constant pressure to meet required deadlines.
Application indicates willingness to work beyond normal work hours of 8:00 AM – 5:00 PM.
Application indicates the willingness to travel.

Nice To Haves

Experience using manual and/or automated systems to determine eligibility for SNAP, TANF, and Texas Works Medicaid programs is preferred.
Texas Integrated Eligibility Redesign System (TIERS) and Eligibility Workload Management System (EWMS) experience is preferred.
Experience in evaluating case records in relation to agency standards for quality and timeliness, preferred.
Prior supervisory or leadership experience, preferred.

Responsibilities

Reviews case records to determine compliance with policies and procedures to identify trends and for corrective action.
Assists in interpreting policy, training new workers, completing unit reports, and resolving and responding to customer complaints.
Assists in support unit activities including case reading, troubleshooting, second level reviews, and On the Job Training assignments.
Assists in developing standards or procedures for assigned area.
Interviews applicants and recipients in person or by inbound or outbound telephone calls to obtain pertinent financial and personal information to determine eligibility for public assistance programs.
Evaluate data from various electronic and other sources to enter information into a computer-based eligibility system.
Meet agency performance standards for case processing and benefit authorization.
Process work in accordance with state and federal regulations and established procedures, guidelines and timeframes.
Attends work on a regular and predictable schedule in accordance with agency leave policy.
Performs other duties as assigned, including acting in the supervisor’s absence.
Must be able to work overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon.
Must be able to work in a highly stressful and fast-paced environment under constant pressure to meet required deadlines.
Completes unit reports, special narrative or statistical reports, and responds to complex high profile client complaints.
Serves as a lead worker responsible for mentoring and training of new staff, which includes providing direction, support, and feedback.
Serves as the acting supervisor in the unit supervisor's absence.
Performs case reviews to determine validity and accuracy of eligibility determinations made by other staff.
Initiates, monitors, and manages service improvement projects and reports on activities.
Interviews clients, verifies financial and other information, and determines/re-determines eligibility for SNAP (Food Stamps), Temporary Assistance for Needy Families (TANF), Medicaid and/or Medicaid for the Elderly and People with Disabilities (MEPD) programs.
Completes formal reports and narratives for management.
Provides general information and assistance to clients regarding programs and application process.
Reviews suspected fraud cases and makes referrals to investigators.