Associate Eligibility Specialist - Call Center

Jefferson County; United States; Hybride; USD 30 000 - 32 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

Paid time off and holidays

Retirement matching

Wellness programs

Tuition reimbursement

Flexible schedules

Remote work options

Résumé du poste

Jefferson County is seeking a Call Center Associate Eligibility Specialist to help residents access Medicaid, SNAP, and other benefits. You will answer questions, verify documentation, and guide customers through applications and renewals while maintaining clear written notes.

The role is hybrid with remote work four days a week and on-site meetings and training as required, offering a supportive team environment and a focus on accurate, compassionate service.

Qualifications

• Minimum one year of work experience in a high-volume customer service or call center environment.
• Minimum one year of experience determining eligibility for public assistance programs such as Medicaid and SNAP using CBMS.
• Bilingual skills preferred.

Responsabilités

• Answer high-volume inbound calls regarding public assistance programs, benefits, and case questions.
• Review cases in CBMS and other systems to provide accurate eligibility information.
• Triage customer needs and route calls or schedule appointments as needed.
• Educate customers on programs, required documentation, timelines, and resources.
• Document all interactions clearly in county systems and follow up as needed.
• Provide empathetic, trauma-informed service in a fast-paced call center.

Connaissances

Customer service

Communication

Empathy

De-escalation

Written communication

Formation

High school diploma or equivalent

Outils

CBMS

Description du poste

Call Center Associate Eligibility Specialist - Jefferson County

Job Summary

Jefferson County invites you to apply for the Call Center Associate Eligibility Specialist position. This is an opportunity to make a difference in your community by helping individuals and families get the help they need through public assistance programs. You will be part of a supportive, team-focused environment where providing excellent customer service is a priority. As a Call Center Associate Eligibility Specialist, you will be one of the first people customers speak with when they call Human Services for help with programs such as Medicaid, SNAP (food assistance), and other benefits. You will answer questions about benefits, applications, renewals, and case status. You will also help customers understand what documents they need to provide, what steps to take next, and where to find additional help. You will regularly assist customers who may be facing difficult situations or feeling stressed, frustrated, or upset. You must be able to remain calm, patient, respectful, and professional during these conversations over the phone. We are looking for individuals who are patient, dependable, organized, and comfortable working in a busy Call Center. You should be able to communicate clearly, pay close attention to details, solve problems, and use multiple computer systems. Strong writing skills are especially important, as you will be responsible for keeping clear, accurate, and detailed notes about customer interactions and communicating information in writing.

Schedule & Location

• This position will work remotely, four days a week from 7:00am-5:30pm (Monday-Thursday).
• Employees will be asked to come on-site for required in-person meetings, training and occasional technical support.

Compensation

• Hiring Range: $22.00-$23.00 USD Hourly Compensation will be determined based on education, experience, and skills. *Please note that you must be a Colorado resident at the time of hire to be considered for this position*

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off and holidays
• Retirement matching
• Wellness programs
• Tuition reimbursement
• Flexible schedules
• Remote work options

Essential Duties

• Answer high-volume inbound calls from customers regarding public assistance programs, benefits, and case-related questions.
• Review customer cases in Colorado Benefits Management System (CBMS) and other systems to provide accurate information regarding case status, eligibility requirements, notices, interviews, and verification requests.
• Triage customer needs and determine appropriate next steps, including routing calls, scheduling appointments, or referring cases to the appropriate program area or staff member.
• Educate customers on Human Services programs, application processes, required documentation, timelines, and available county or community resources.
• Document all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.
• Provide professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.
• Maintain productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.
• Assist customers with navigating online systems and completing processes related to benefits and services.
• Send follow-up communications to customers as needed regarding verification requests, documentation, or case clarification.
• Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to support timely and accurate customer service delivery.
• Maintain confidentiality and handle sensitive customer information in accordance with county, state, and federal regulations.
• Perform other duties and responsibilities as assigned.

Qualifications

• Minimum qualifications: High school diploma or equivalent certificate required.
• Preferred Knowledge, Skills and Abilities: Minimum one year of work experience in a high-volume customer service or call center environment.
• Minimum one year of experience in determining eligibility for public assistance programs such as Medicaid and SNAP utilizing the CBMS.
• Bilingual skills preferred.
• Experience using de-escalation techniques with customers experiencing stress or crisis.
• Experience entering and maintaining accurate information within complex computer systems or databases.
• Commitment to serving the community with empathy, professionalism, and a customer-centered approach aligned with the mission, vision, and values of Jefferson County Human Services.

Preferred Knowledge, Skills and Abilities (Detailed)

• Customer Service and Conflict Resolution: Ability to effectively manage difficult or emotionally charged customer interactions while demonstrating professionalism, empathy, patience, and composure.
• Policy Knowledge and Critical Thinking: Ability to understand, interpret, and accurately apply county, state, and federal policies, procedures, and regulations related to public assistance programs while exercising sound judgment and problem-solving skills.
• Attention to Detail and Accuracy: Strong attention to detail and commitment to accuracy when navigating multiple computer systems, documenting customer interactions, and entering or updating case information.
• Communication Skills: Excellent verbal and written communication skills, including the ability to clearly explain complex program requirements and processes to customers with diverse needs and backgrounds.
• Organization and Adaptability: Ability to manage competing priorities, meet performance expectations and deadlines, and adapt to frequent changes in policies, procedures, and operational demands within a fast-paced, high-volume call center environment.

Additional Requirements

• Driver’s License: Positions that require driving on County business in either a county or personal vehicle require a valid Colorado’s driver’s license within 30-days of hire or beginning to serve as an intern or volunteer.
• Pre-Employment Screening: Offer of employment is contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references for all positions.
• Accommodations Statement: We encourage people with disabilities to apply and are committed to providing reasonable accommodations throughout our hiring process. For assistance with applications, interviews, or other hiring-related accommodations, contact [e-mail]. This contact is for accommodation requests only and cannot provide application status updates.

Equal Opportunity and Diversity Statement

Jefferson County is an equal opportunity employer, providing equal employment opportunity to all qualified persons. The County affirms the rights of all employees and applicants for employment to be protected from discrimination, intimidation, physical harm and harassment based on race, color, religion, sex, national origin, age, disability, sexual orientation, genetic information, hairstyle associated with racial identity or any other status protected by Federal or State law.