WIC EBT Dispute Resolution Specialist

TX-HHSC-DSHS-DFPS • Austin, TX

1d • Hybrid

About The Position

Performs complex (journey-level) computer systems analysis work as part of the Electronic Benefits Transfer (EBT) Operations Branch in the Vendor Management and Operations Unit within the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC). Responsible for daily WIC EBT redemption process analysis, participant dispute research, and issue resolution for clients, clinics, and grocers. Reviews electronic WIC EBT claims submitted by grocers, analyzes internal claims to validate correctness of the electronic file, provides point-of-sale system certification support, and creates approvals for final WIC EBT system readiness. Conducts analysis of WIC EBT-related systems concerning errors, then prepares and submits error reports with input for optimum problem resolution. Analyzes existing and needed business processes for the EBT Operations Branch, modifies or revises process methodology, and provides technical assistance, guidance, and support to WIC vendors and participants. Processes potential reimbursements for WIC EBT systems. Participates in the electronic grocer point-of-sale system certification process, test card creation, and EBT card orders as necessary. Assists with monitoring File Transfer Protocols (FTP) connectivity and status of WIC vendors weekly and provides notification of abnormal connectivity. Reviews vendor dispute data for accuracy and thoroughness. Works under general supervision with moderate latitude for the use of initiative and independent judgment.

Requirements

• At least three (3) years of experience in dispute/complaint resolution practices, researching, and/or monitoring/auditing.
• At least three (3) years of experience in creating and developing reports.
• At least three (3) years of customer service experience.
• At least two (2) years of experience in writing technical standards, policies, procedures, or rules.
• KNOWLEDGE OF: Applicable WIC business rules, policies, and operating procedures Local, state, and federal laws and regulations regarding the WIC Program Professional research techniques Business analysis, work simplification and documentation, and forms and records control Automated computer systems, processes, and procedures
• SKILL IN: Business or systems analysis, and troubleshooting issues Providing exceptional customer service to internal and external entities Researching and obtaining data stored in automated systems Interpreting data and preparing detailed, comprehensive reports Identifying problems, evaluating alternatives, and implementing solutions Effective verbal and written communication Working collaboratively and cooperatively with diverse groups The use of Microsoft Office, SharePoint, Adobe, databases, and/or other specialized software
• ABILITY TO: Analyze complex systems and processes Communicate abstract concepts in concrete terms Plan, coordinate and solve complex problems Execute a project from inception to implementation Prioritize and plan assignments, and handle multiple projects in a fast-paced environment Write or revise technical standards and/or policies and procedures Reconcile accounts or redemption data Understand, interpret, and apply department and agency rules, regulations, policies and procedures Organize and present information effectively both verbally and in writing Establish and maintain positive and effective working relationships with staff at all levels of the organization, and internal and external stakeholders

Nice To Haves

• Experience working for Texas HHSC

Responsibilities

• Provides technical assistance to internal and external stakeholders in a timely manner using effective verbal and written communications. Conducts participant dispute analysis, research, data evaluation, and review of systems to ensure accuracy of participant dispute resolution.
• Conducts EBT readiness for new vendors and point of sale (POS) changes to existing vendors. Participates in the grocer POS system certification process. Assists with certification and test card creation and tracking. Processes reimbursements for ECR systems.
• Monitors daily EBT production claims and errors. Analyzes EBT systems concerning errors and prepares and submits error reports. Maintains issues database and updates with claims issues. Coordinates with WIC EBT team members, other state agencies, and WIC EBT retailer’s systems for analysis and problem resolution. Analyzes existing software development, installation, and operating procedures for efficiency and effectiveness.
• Analyzes existing or needed business processes and suggests new or revised methods, within the scope of the EBT Operations Branch, that increase efficiency and results. This process includes the ongoing joint application design sessions with end user staff, management, policy personnel, and other technical staff, in order to provide for operational support, enhancements, implementation of policy changes, or remedy identified errors.
• Develops presentation materials and communicates both verbally and in writting on EBT projects and processes a wide variety of internal and external stakeholders’ requests and inquiries.
• Maintains and updates WIC EBT Business Rule database concerning the policies that cover all areas of the WIC Program to include any new procedures added for the EBT implementation. Assists WIC Program management with developing policy, procedures, and technical requirements for WIC systems, which integrate the functions of clinics, state agencies, commercial retailers, and EBT contractors.
• Other duties as assigned, including but not limited to, actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.

Benefits

• comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed