RCC Eligibility Specialist - Case Manager

Knowledge Services•Crown Point, IN

6d•Onsite

About The Position

The Eligibility Specialist processes applications and completes case maintenance activities, including changes in the State eligibility system. The role helps resolve client service issues promptly and in accordance with FSSA policies and procedures, and handles inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other community members. This position is located on-site in Crown Point, Indiana, and includes an extensive training program. The work involves evaluating information for initial or continuing eligibility determinations, checking system interfaces and exchanges, verifying and reviewing case information, and preparing cases for disposition by the State Eligibility Consultant. The specialist may contact customers to clarify information, educate customers about basic program services and eligibility requirements, and reprocess applications, including case repairs and missing-information responses. The position requires accurate, timely work, strong customer communication, and meeting quality assurance and other performance metrics.

Requirements

High school diploma, GED, or equivalent certification.
Strong critical-thinking and problem-solving skills.
Ability to use judgment to resolve moderately difficult issues and make recommendations for solutions.
Accurate data-entry skills and ability to type at least 40 keystrokes per minute.
Strong interpersonal skills and ability to build positive relationships with customers and State Eligibility Consultants.
Attention to detail and excellent organizational, interpersonal, verbal, and written communication skills.
Ability to work comfortably in a fast-paced, deadline-oriented environment.
Ability to execute multiple complex tasks simultaneously.
Ability to work as a team member and independently.
Ability to remain in a stationary position for an extended period.
Ability to perform the listed physical tasks, including occasional lifting of up to 25 pounds.

Nice To Haves

Some college.
Experience with social services.
Indiana Eligibility experience.

Responsibilities

Apply eligibility rules and regulations when evaluating information submitted by customers for initial or continuing eligibility determinations.
Check system interfaces and exchanges to verify customer information.
Assist with answering incoming calls from customers.
Attend meetings and trainings as requested and maintain current knowledge of programs and systems.
Contact customers to clarify eligibility information when necessary.
Communicate effectively and establish a positive atmosphere with customers.
Educate customers on basic program services and eligibility requirements when appropriate.
Meet Quality Assurance and other key performance metrics.
Maintain current knowledge of project and corporate policies and procedures.
Verify data, review case information, and prepare it for case disposition by the State Eligibility Consultant.
Reprocess applications, including case repair and missing-information responses, accurately and promptly.
Identify risks by escalating them to management and route technical issues to appropriate staff.
Meet performance requirements associated with eligibility processes.
Perform other duties assigned by management.