Benefits and Eligibility Specialist (Eligibility Interviewer)

Arizona Department of Economic Security; Phoenix (AZ); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

ASRS retirement

10 paid holidays per year

Paid vacation and sick time

Parental Leave

Job summary

Arizona Department of Economic Security (DES) seeks a customer service professional to operate in a high-volume call center. The role focuses on assisting individuals by phone, collecting information, and guiding applicants through eligibility determinations for Medical, Nutrition, and Cash Assistance.

You will participate in paid classroom training with on-the-job learning, handling data entry across multiple screens while maintaining strong customer service standards and adherence to agency

Qualifications

• Customer service practices are required.
• Ability to navigate various software applications (Google Suite, Microsoft).
• Strong written and verbal communication skills.
• Customer-friendly, empathetic, and patient demeanor.
• Typing, data entry, and managing multiple screens while on calls.

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 individuals and families.
• Collect information to conduct interviews to determine eligibility for Medical, Nutrition, and Cash Assistance.
• Complete the application and interview process while entering data across multiple screens.
• Adhere to agency standards in a high-volume call center, measured by metrics and timeliness.

Skills

Customer service

Computer navigation

Written & verbal communication

Empathetic & patient approach

Typing and data entry

Multiscreen workflow

Education

High School Diploma or GED

Tools

Google Suite

Microsoft Office

Job description

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. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team! 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.

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 In

Knowledge, Skills & Abilities (KSAs):

• 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.