WIC Customer Service Representative

Georgia Department of Public Health•DeKalb County, GA

2d•Hybrid

About The Position

We are Accepting Applications for the Following Position: WIC Customer Service Representative (10119) Founded in the 1920s and headquartered in Decatur, GA, the DeKalb Public Health 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 dekalbhealth.net.

Requirements

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

Nice To Haves

Experience working in a WIC, public health, healthcare, social services, or other benefit-assistance environment.
Experience scheduling appointments in a healthcare or public service setting.
Experience working with electronic health records, client registration systems, or other database applications.
Experience verifying or updating client demographic, eligibility, insurance, or program information.
Experience working with individuals from diverse cultural, linguistic, and socioeconomic backgrounds.
Experience using telephone call centers or high-volume customer service systems.
Experience using interpretation or language-access services.
Experience with Microsoft Word, Excel, Outlook, or similar office applications.
Experience working with INSIGHT or comparable healthcare/public health information systems.
Knowledge of WIC services, eligibility requirements, policies, and procedures.
Experience working with confidential client information and maintaining privacy requirements.

Responsibilities

Provides clerical, customer service, scheduling, and administrative support for the Women, Infants, and Children (WIC) Program.
Serves as an initial point of contact for WIC applicants and clients.
Responds to high-volume telephone and voicemail inquiries.
Provides information regarding WIC services and eligibility requirements.
Schedules appointments.
Updates client demographic information.
Facilitates transfers.
Connects clients with appropriate WIC staff and community resources.
Provides courteous, professional, and responsive customer service to WIC applicants and clients.
Answers and manages a high-volume telephone system, averaging more than 75 calls per operator daily.
Retrieves and responds to WIC Call Center voicemail messages daily, averaging more than 50 messages.
Answers client questions regarding WIC services and programs offered by the DeKalb County Board of Health.
Provides accurate information regarding available services and explains how clients may access appropriate DeKalb County Board of Health resources.
Forwards calls and inquiries to appropriate personnel when additional assistance is required.
Maintains an orderly, organized, and professional work area.
Responds to client inquiries in a respectful, patient-centered, and solutions-oriented manner.
Provides applicants and clients with information regarding WIC intake and eligibility requirements.
Listens attentively to clients to determine the type of WIC appointment or service being requested.
Schedules appointments according to the appropriate WIC appointment type and designated scheduling profiles.
Reviews client requests to determine whether the matter can be addressed through routine scheduling or requires escalation to appropriate WIC clinical or nutrition staff.
Performs initial triage to identify situations that require escalation to a nutritionist or other appropriate WIC staff member.
Provides clients with accurate information regarding appointment requirements, procedures, and next steps.
Supports efficient clinic flow by appropriately directing clients and inquiries.
Updates client demographic information within the Registration module of the 1FES system, currently INSIGHT.
Maintains accurate and timely client information in applicable systems.
Reviews information for completeness and accuracy and follows established procedures for correcting or updating client records.
Maintains confidentiality of client information in accordance with applicable policies, procedures, and privacy requirements.
Documents client contacts, inquiries, scheduling activities, and other required information accurately.
Serves as a liaison in facilitating WIC transfers between alternate districts and states.
Provides verbal verification when authorized and requested.
Identifies transfer requests requiring additional action and notifies the Office Supervisor or designee when finalization is necessary.
Coordinates with appropriate WIC staff and external WIC offices to facilitate timely and accurate transfer activities.
Communicates transfer requirements and next steps clearly to clients.
Accesses approved Language Line interpretation services to communicate effectively with applicants and clients who have limited English proficiency.
Uses appropriate language-access resources to accurately determine client needs and schedule the appropriate appointment or service.
Communicates respectfully and effectively with individuals from diverse cultural, socioeconomic, and linguistic backgrounds.
Supports equitable access to WIC services by identifying and addressing communication barriers within established procedures.
Accesses and maintains current knowledge of policies and procedures issued by the State WIC Office, DeKalb WIC District Office, and DeKalb County Board of Health.
Performs daily responsibilities in accordance with applicable WIC policies, procedures, guidelines, and established workflows.
References appropriate policies and procedures when responding to client questions or determining the appropriate course of action.
Maintains awareness of changes to WIC policies, procedures, systems, scheduling requirements, and program operations.
Seeks guidance from supervisors or appropriate WIC personnel when situations fall outside established procedures or assigned authority.
Collaborates with WIC supervisors, nutritionists, program staff, administrative staff, and other DeKalb County Board of Health personnel to coordinate client services.
Communicates effectively with applicants and clients to identify needs, provide accurate information, schedule appropriate services, and explain next steps.
Coordinates with alternate WIC districts and states to facilitate client transfers and required verification.
Escalates client concerns, clinical or nutrition-related questions, complex eligibility issues, and other matters to the appropriate staff member.
Uses approved interpretation and language-access resources to support effective communication with clients who have limited English proficiency.
Maintains professional and respectful communication during high-volume or challenging interactions.
Provides accurate and timely information through telephone, voicemail, electronic systems, and other approved communication methods.
Protects confidential client information and communicates sensitive information only through appropriate channels.
Contributes to a positive, team-oriented work environment and supports coworkers in maintaining efficient client service operations.
Performs other related duties and responsibilities as assigned.