Lead Benefit Eligibility Specialist

El Paso County•El Paso, CO

1d•Hybrid

About The Position

The Adult Intake Team is looking for an Eligibility Specialist Team Lead! We are seeking a dynamic new lead who has a passion for helping families in our community, is a motivated self-starter, and demonstrates accuracy in a team environment. In this role, you will have the exciting opportunity to help build a flourishing team and show off your creative skills. This is a unique opportunity to lead a team that processes eligibility. You will need a strong understanding of policies and procedures and will have some responsibility assisting team members with their questions and training, scheduling and assigning work, supporting case processing and troubleshooting, and collaborating with leadership at all levels. In this co-lead structure, you will share responsibilities with another team lead, report to the same supervisor, and jointly support an amazing team of eight staff members. You will learn how to operate a team on both an administrative and practical level as you work closely with leaders. By stepping into this role, you will have a direct, positive impact on your teammates and help us provide excellent services for our community.

Requirements

High school diploma or equivalent education.
Three years of customer service or administrative experience.
One year of experience determining eligibility for public assistance in a human services agency.
Working knowledge of public assistance rules, regulations, and procedures.
Knowledge of community assistance resources and agencies.
Ability to lead and train others; ability to objectively review the performance of others.
Ability to efficiently plan, schedule and organize.
Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
Ability to communicate and work effectively with co-workers, clients, other agencies, and the public.
Ability to provide excellent customer service.
Ability to use standard office equipment to include computer, fax machine, copier, and telephone.
Maintain regular and punctual attendance.
Must pass conditional post offer background investigation and drug screen.

Nice To Haves

Associate's degree may substitute for one year of the required experience.
Bachelor's degree may substitute for two years of the required experience.

Responsibilities

Serves as a team lead, including training, providing guidance and mentoring, and resolving complex problems and issues.
Provides input and support to the leadership regarding applicable performance evaluations.
Orients new employees with work processes and databases and explains regulations, policies and procedures.
Interprets and communicates program regulations, policies, and procedures; assists staff with complex cases and questions.
Conducts face-to-face and telephone interviews with clients to assess eligibility status.
Verifies eligibility factors by retrieving or confirming information from a variety of sources and updates client files based on information reported.
Refers clients to other agencies and community resources.
Conducts unscheduled client customer service reviews; reviews cases prior to Quality Assurance.
Assists with the monitoring and evaluation of the quality and quantity of work completed by staff; compares work to established standards and assists with audits as appropriate.
Collects and reviews data related to department programs and service delivery outcomes.
Analyzes data and identifies areas for improvement; reports areas identified for improvement to management.
Investigates and audits possible issuance errors, creates reports concerning circumstances, establishes claims, restores lost benefits, and/or informs appropriate staff of potential issues or errors.
Researches and resolves problems with the electronic benefits system.
Assists staff with and composes responses to client requests for appeals or administrative hearings; composes rebuttal letters in response to hearings and attends appeal hearings; maintains and monitors requests for State Appeals log, Quality Assurance log, and Investigative Referral log.
Remains updated on all regulations, policies, and procedures; relays information to leadership and staff members as appropriate.
Assists the supervisor with the reporting and assessment of workflow and process efficiency; assists the supervisor with implementing process changes as needed.
Assists staff with workload related inquiries and questions in absence of supervisor.
Provides backup to Benefit Eligibility Specialists, including determining eligibility as appropriate.
Works with leadership on development and implementation of various customer service, quality assurance, and training initiatives as assigned.
Processes, monitors, and reviews computer management reports as assigned.
Participates in internal committees, training, workshops, and seminars.
Performs special projects and other duties as required.