BENEFITS AND ELIGIBILITY SPECIALIST (ELIGIBILITY INTERVIEWER)

Arizona State Government; Phoenix (AZ); On-site; USD 33,000 - 45,000; Full time

Benefits offered by this job

Paid holidays

Paid vacation

Parental Leave

Transit subsidy

Job summary

Arizona Department of Economic Security (DES) is hiring an Eligibility Interviewer in Phoenix to determine eligibility for Nutrition, Medical, and Cash Assistance. The role is in-office, with paid training and a structured call-center environment.

You will gather information, conduct interviews, and guide applicants through the process while handling multiple screens and data entry. A HS diploma or GED is required, with strong customer service skills preferred.

Qualifications

• Knowledge in customer service practices.
• Computer navigation of software apps, incl. Google Suite or Microsoft.
• Professional written and verbal communication.
• Typing and using multiple screens while on a call.
• Core math skills (addition, subtraction, multiplication, division).

Responsibilities

• Work in a call center assisting individuals and families by phone.
• Attend paid classroom training with on-the-job training.
• Provide excellent customer service by phone to clients in personal situations.
• Collect information to interview for eligibility determinations for Medical, Nutrition, and Cash Assistance.
• Complete application and interview processes while entering data.
• Adhere to agency standards in a high-volume call center.

Skills

Customer service practices

Computer navigation

Written & verbal communication

Multi-screen data entry

Basic math skills

Education

High School Diploma or GED

Job description

DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona. DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona. DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

BENEFITS AND ELIGIBILITY SPECIALIST (ELIGIBILITY INTERVIEWER)

Job Location:

Division of Benefits & Medical Eligibility (DBME) Phoenix Customer Care Center 8620 North 22nd Avenue, Phoenix, Arizona 85021

Posting Details:

• Salary: $18.6159 Hourly ($38,721.07 Annually)
• Grade: 18
• Closing Date: Open Until Filled

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork.

If you enjoy helping people and being recognized for your efforts, a customer service career at the Arizona Department of Economic Security (DES) is the job for you. As an Eligibility Interviewer, you will determine eligibility for Arizonans in need of Nutrition Assistance, Medical Assistance and/or Temporary Assistance to Needy Families. This is an ideal position for an individual who is highly motivated, has decision-making skills, can work independently and multi-task in a fast-paced call center environment, and can provide quality interaction and communication with our clients. This is an in-office position.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

• You will be working in a call center environment, assisting individuals and families by phone.
• You will be attending paid classroom training with on the job training (learning by doing).
• Provide excellent customer service by phone to individuals and families facing challenging and personal situations.
• Collect and gather information to conduct interviews to make eligibility determinations for Medical Assistance, Nutrition Assistance, and Cash Assistance.
• While talking to the individuals and families by phone, you will complete the application process and interview process, by entering data on a computer and accessing multiple screens.
• Adhere to agency standards in a high-volume call center, measured by metrics, attendance, service levels, accuracy, and timeliness.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• Customer service practices.
• Computer navigation of various software applications, including but not limited to Google Suite or Microsoft.

Skills in:

• Professional written and verbal communication.
• Customer friendly, empathetic and patient.
• Computer experience; typing, navigating and using multiple computer systems on multiple screens while talking to the client by phone.
• Core math skills, including but not limited to, addition, subtraction, multiplication and division.

Ability to:

• Evaluate and make appropriate decisions (or determinations).
• Access, maintain, review and interpret information.
• Work independently as well as interacting with others on a team.
• Review and explain eligibility requirements with applicants of diverse backgrounds and guide them to resources as part of the interview process.

Selective Preference(s):

The ideal candidate for this position will have:

• One (1) year of experience performing eligibility reviews or one (1) year of customer service experience.
• A High School Diploma or GED.

Pre-Employment Requirements:

• If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans.
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans.
• 10 paid holidays per year.
• Paid vacation and sick time.
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly placed foster/adopted child.
• Deferred compensation plan.
• Wellness plans.
• Tuition Reimbursement.
• Stipend Opportunities.
• Infant at Work Program.
• Rideshare and Public Transit Subsidy.
• Career Advancement & Employee Development Opportunities.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us:

For questions about this career opportunity, please contact Fernando Bojorquez Vega at [e-mail]. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting [e-mail]. Requests should be made as early as possible to allow time to arrange the accommodation.