Eligibility Specialist I (DCR-ESD)

Mecklenburg County•Charlotte, NC

2d•Onsite

About The Position

The Mecklenburg County Department of Community Resources strives to strengthen families and communities through a safety-net of services, collaborations, and hope. Our vision is to define and cultivate an organizational culture that is more compassionate and understanding toward each other and our clients. This position performs customer service activities for social services programs including Food and Nutrition Services (FNS), Adult Medicaid (AMED), & Family and Children’s Medicaid (FCM). Under direct supervision, this role provides intake services, determines eligibility, processes applications, and makes referrals. It also involves face-to-face interaction with new and existing customers to provide and process information in response to inquiries, concerns, and requests.

Requirements

Minimum of two years of experience in customer service with direct interaction with members of the public or successful completion of the CPCC Caseworker Training Program (or another participating program).
High School Diploma or equivalent.
Combination of relevant education and relevant experience accepted.
Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Knowledge of modern office practices, procedures, and equipment.
Familiar with social service programs.
Proficient in various computer applications including Microsoft Office Suite.

Nice To Haves

Associate degree preferred.
Experience processing insurance claims, mortgage/loan processing, working with specialized computer programs and working in a call center preferred.
Bilingual (Spanish and English) proficiency oral and written.
Current experience processing and determining eligibility in NC Social Services eligibility programs such as Adult Medicaid, Family & Children Medicaid, Food & Nutrition Services, Work First and Energy.

Responsibilities

Assist call center or walk-in contacts, interview customers, gather information, and input data into appropriate systems.
Verify customer’s information through paper documentation, on-line search and phone calls and determines program eligibility.
Process applications for single program basic benefits.
Respond to client and public inquiries regarding services available, documentation requirements, other community resource options, and on-going program and benefit status and customer record changes.
Perform data entry and maintains system files and databases on clients, providers, and program services.
Maintain basic knowledge of multiple social services programs or in-depth knowledge in one program.
Perform work in a high volume, fast-paced environment with continual customer interaction.
Some positions may be required to directly work on enrollment and eligibility activities within the NC FAST system.
May be required to staff shelters in the event of a disaster.