Hourly WIC Customer Service Representative

Georgia Department of Public Health•DeKalb County, GA

12d•Onsite

About The Position

DeKalb Public Health is hiring an hourly WIC Customer Service Representative to support the Women, Infants, and Children (WIC) program at the East Health Center. Under the supervision of the WIC Office Supervisor, this role performs clerical, administrative, and customer service duties, using independent judgment to coordinate daily tasks, schedule appointments, process WIC intake documentation, maintain client records, issue vouchers, and support clinic operations. The representative provides courteous and professional service while following state and local WIC policies, procedures, and program requirements. Work is performed primarily in a clinic or office environment and includes frequent client interaction, telephone communication, computer-based data entry, document processing, and coordination with WIC staff. The position requires protecting confidential client information and securing program materials. It may require prolonged sitting or standing, frequent computer and telephone use, handling and organizing paperwork, and moving throughout the clinic to assist clients and staff. Other duties may be assigned based on operational needs.

Requirements

High school diploma or GED.
Six months of full-time work experience providing customer support or technical assistance.

Nice To Haves

Experience providing customer service in a healthcare, public health, social services, or community-based setting.
Experience with appointment scheduling, clerical support, data entry, and electronic recordkeeping.
Experience reviewing client documentation and maintaining confidential records.
Ability to learn and use multiple computer systems and program-specific databases.
Experience assisting clients with applications, eligibility documentation, or public assistance programs.
Ability to communicate professionally with individuals from diverse backgrounds.

Responsibilities

Greet clients and visitors, answer questions about WIC services, business hours, and eligibility processes, and direct them to appropriate staff and service areas.
Receive, screen, route, and document telephone calls; return voicemail messages within one business day.
Refer clients to other health center services when appropriate, receive and distribute correspondence, and maintain an orderly work area.
Conduct WIC intake using applicable systems, portals, and submitted documents; review identification, residence, and income documentation for completeness and accuracy.
Scan required documents into designated systems, explain the WIC Rights and Responsibilities form, obtain the client's signature, and update or import client information in the front-end system.
Contact clients identified through Customer Portal notifications within no less than 24 hours of receiving the information from Gateway, and contact clients on the Clients Without Issues Report about their eligibility status.
Follow established procedures for WIC client transfers.
Schedule WIC and secondary nutrition education appointments, coordinate client flow through the clinic, and adjust tasks to support clinic operations.
Issue vouchers, schedule follow-up appointments as appropriate, document overrides, and instruct clients on voucher use, the grocery vendor system, and dual participation requirements.
Monitor the security of voucher paper, printed vouchers, and computer systems; verify clerical data using Chart Monitoring logs.
Record client interactions on Daily Activity PARS forms, submit completed forms, and enter clinic activity information into the PARS database.
Maintain accurate client information, intake documentation, activity records, and supporting paperwork; perform clerical and administrative tasks supporting WIC operations.
Access, review, and follow policies and procedures issued by the State WIC Office, DeKalb WIC District Office, and DeKalb County Board of Health.
Protect client confidentiality and records, coordinate with WIC staff, escalate issues requiring supervisory review, and communicate professionally with clients, coworkers, supervisors, and other health department personnel.
Perform other duties in support of WIC Department operations as assigned.