Lead Benefit Eligibility Specialist

El Paso County•El Paso, CO

2d•Hybrid

About The Position

El Paso County Department of Human Services is seeking a Lead Benefits & Eligibility Specialist to support the department’s economic benefit programs. The position serves as a key resource for staff by providing coaching, training, guidance on complex cases and policy interpretation, and support for quality, accuracy, workflow, and day-to-day workload needs. The lead works closely with supervisors and other leadership to improve processes and deliver timely, accurate, customer-centered services. The role also assesses client eligibility for assistance programs, conducts client interviews, verifies eligibility information, maintains client files, and provides referrals to other agencies and community resources. It reviews work and program outcomes, investigates possible benefit issuance errors, resolves electronic benefits system problems, and assists with appeals and administrative hearings. The position receives general supervision and functions as a lead worker. Duties are primarily performed in a high-volume office and remote-work environment depending on business needs. Regular in-person presence is an essential job function. A hybrid schedule may be available after successful completion of the initial evaluation period and is subject to change. The anticipated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.; evening and weekend hours may be required. Employment requires a conditional post-offer background investigation and drug screen, and additional background checks may apply.

Requirements

High school diploma or equivalent education.
Three years of customer service or administrative experience; an associate’s degree may substitute for one year, or a bachelor’s degree may substitute for two years. Education substitutions are not cumulative, and only the highest qualifying degree is considered.
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 and objectively review others’ performance.
Ability to efficiently plan, schedule, and organize.
Ability to assess situations, make prudent and appropriate decisions, and apply conflict-resolution and problem-solving skills.
Ability to communicate and work effectively with coworkers, clients, other agencies, and the public.
Ability to provide excellent customer service.
Ability to use standard office equipment, including a computer, fax machine, copier, and telephone.
Maintain regular and punctual attendance.
Pass a conditional post-offer background investigation and drug screen.
Be available to work evening and weekend hours if required.

Responsibilities

Serve as a team lead by training, guiding, and mentoring staff and resolving complex problems and issues.
Provide input and support to leadership regarding applicable performance evaluations.
Orient new employees to work processes and databases and explain regulations, policies, and procedures.
Interpret and communicate program regulations, policies, and procedures, and assist staff with complex cases and questions.
Conduct face-to-face and telephone client interviews to assess eligibility status.
Verify eligibility factors using information from a variety of sources and update client files based on reported information.
Refer clients to other agencies and community resources.
Conduct unscheduled customer service reviews and review cases before Quality Assurance.
Assist with monitoring and evaluating the quality and quantity of staff work, comparing work with established standards, and supporting audits.
Collect and review data related to department programs and service delivery outcomes, analyze it for improvement opportunities, and report findings to management.
Investigate and audit possible issuance errors, prepare reports, establish claims, restore lost benefits, and notify appropriate staff of potential issues or errors.
Research and resolve problems with the electronic benefits system.
Assist staff with client requests for appeals or administrative hearings; compose responses and rebuttal letters, attend appeal hearings, and maintain and monitor State Appeals, Quality Assurance, and Investigative Referral logs.
Stay updated on regulations, policies, and procedures and relay information to leadership and staff.
Assist the supervisor with reporting on and assessing workflow and process efficiency and implementing process changes.
Assist staff with workload-related questions in the supervisor’s absence.
Provide backup to Benefit Eligibility Specialists, including determining eligibility as appropriate.
Work with leadership on customer service, quality assurance, and training initiatives.
Process, monitor, and review computer management reports as assigned.
Participate in internal committees, training, workshops, and seminars.
Perform special projects and other duties as required.