Client Access Specialist - Senior & Disability Services

Washington State Department of Social and Health Services; Washington; On-site; USD 42,000 - 54,000; Full time

Job summary

Washington State Department of Social and Health Services in Spokane is seeking a Customer Service Specialist 2 to help older adults, individuals with disabilities, and their families access long-term care services and community resources.

You will be the first point of contact for clients, families, advocates, and community partners, delivering compassionate customer service and guiding through programs and applications.

Qualifications

• Strong customer service and interpersonal skills, with the ability to communicate professionally and compassionately with clients, families, coworkers, and community partners.
• Ability to remain calm under pressure while de-escalating difficult situations and resolving customer concerns with professionalism and sound judgment.
• Excellent organizational skills with the ability to prioritize competing responsibilities, multitask effectively, and manage a fast-paced workload.
• Ability to interpret and apply policies, procedures, and regulations to provide accurate information and appropriate referrals.
• Strong written communication skills, including the ability to prepare clear, accurate, and professional correspondence and documentation.
• Proficiency using computers and business software, including word processing, spreadsheets, data entry, and multiple information systems.
• Ability to follow written and verbal instructions, work independently, and collaborate effectively as part of a team.

Responsibilities

• Serve as a primary point of contact for clients, families, advocates, and community partners by providing exceptional customer service in person, over the phone, and through other communication channels.
• Educate and assist individuals with long‑term care and Medicaid programs, explain eligibility requirements, help complete applications, and connect customers with appropriate state and community resources.
• Resolve customer questions and concerns by interpreting agency policies, procedures, and regulations while de‑escalating challenging situations with professionalism and empathy.
• Coordinate administrative operations by processing mail, scanning and distributing documents, maintaining confidential records, and providing essential support to case management staff.
• Manage office operations by ordering and maintaining supplies, coordinating records retention, monitoring equipment and office resources, and supporting daily business functions.
• Cross‑train and support staff, provide backup customer service for other Home and Community Services offices as needed, and perform additional administrative duties to ensure continuity of operations.

Skills

Customer service

De-escalation

Organization

Policy interpretation

Written communication

Computer skills

Team collaboration

Education

High school diploma or equivalent

Two years of customer service experience

Tools

MS Word

MS Excel

Information systems

Job description

Washington State Department of Social and Health Services in Spokane is seeking a Customer Service Specialist 2 to help older adults, individuals with disabilities, and their families access long-term care services and community resources.

You will be the first point of contact for clients, families, advocates, and community partners, delivering compassionate customer service and guiding through programs and applications.