WIC Customer Service Representative

Georgia Department of Public Health•DeKalb County, GA

21d•Hybrid

About The Position

We are Accepting Applications for the Following Position: WIC Customer Service Representative 1 (10596) Founded in the 1920s and headquartered in Decatur, GA, DeKalb Public Health (DKPH) works to protect, promote and improve the health and well-being of all DeKalb County residents. Our vision is for a healthier DeKalb where all residents have equitable access to public health resources and live healthy lives. If you have a passion for people and are looking to make an impact on the health of the community, we invite you to join our team! For more information about our agency please visit dekalbpublichealth.com .

Requirements

High school diploma/GED
One (1) year of experience communicating information in a customer service setting

Responsibilities

Reallocates task as necessary
Schedules WIC appointments for clients
Verifies accuracy of data entered by clerical staff using Chart Monitoring logs.
Monitors security of voucher paper, printed vouchers, and computer system.
Serves clients in a professional manner. Courteously greets all individuals who are requesting services.
Receives, screens, and directs telephone calls to the appropriate staff member. Answers telephones courteously, receives and notes caller’s questions, requests, and needs and routes call to appropriate staff immediately upon receipt.
Returns calls from voicemail messages within one business day.
Answers client’s questions regarding services offered, business hours, and the Eligibility process.
Conducts WIC Intake through GA Gateway, Gimms, Grits, GWIS, WEC-Scanned item to gateway. Applications may be received through Worker Portal and/or Customer Portal.
Reviews for appropriate documentation; client’s identifications, proof of residence and proof of income and scan all documentation into GA Gateway and Insight.
Provides and explains to clients the Rights and Responsibilities form. Obtains signature from client acknowledging understanding of form. Scan form into front in system.
Receives and distributes incoming correspondence.
Directs clients appropriately to maintain clinic flow.
Updates client’s information. Import from GA Gateway (GA WIC Intake system) into Front-End system
Records type of interaction with each client using Daily Activity PARS form. Submits form to assign staff member within clinic. Enters clinic activity into PARS database
Issues vouchers and schedules next appointment for secondary nutrition education.
Instructs clients on use of WIC vouchers and grocery vendor system and dual participation.
Refers clients to other services offered by health center if needed.
Prints vouchers on demand for clients and documents all overrides.
Contacts clients from customer portal notification pulled from SharePoint no less than 24 hours after receiving the information from gateway to complete the intake processes.
Maintains an orderly work area.
Contacts Clients listed on Clients Without Issues Report to inform of current eligibility status.
Follows established procedures in facilitating WIC transfers.
Access policies and procedures disseminated by State WIC Office, DeKalb WIC District Office, and DeKalb County Board of Health. Maintain knowledge and execute daily responsibilities by compliance of and referencing policies and procedures.