Customer Service Representative Fort Wayne, IN

Ishe; Fort Wayne (IN); On-site; USD 20,457 - 29,136; Full time

Benefits offered by this job

Comprehensive Insurance Coverage

401K Retirement Savings plan with Company Matching

Paid Time Off Package

Tuition Reimbursement

Wellness Support

Job summary

Stryker Corporation is seeking a Customer Service Representative - Eligibility Specialist in Fort Wayne, IN. This role involves managing high-volume inbound calls concerning Medicaid, SNAP, and TANF programs, ensuring client satisfaction and effective problem resolution.

Successful candidates will possess strong customer support skills, attention to detail, and a commitment to client service. Comprehensive insurance coverage, career development, and competitive compensation with bonuses are included in the benefits package.

Qualifications

• High school diploma or GED required with 0-2 years of relevant experience.
• Strong customer support experience preferred.
• Ability to handle complex inquiries via telephone.

Responsibilities

• Receive and assess applications for Medicaid, SNAP, and TANF programs.
• Process inbound calls and manage client inquiries.
• Educate clients on program services and eligibility requirements.

Skills

Customer Support Experience

Problem Solving Skills

Data Entry Accuracy

Interpersonal Skills

Attention to Detail

Education

High school diploma or GED

Some college or a college degree

Job description

The Customer Service Representative - Eligibility Specialist (ES) is responsible for receiving high volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs. CSRs will assist customers by answering queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction. During calls a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system. Additionally a CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.

Position Details & Benefits Package

• Class Start Date: July 21, 2026
• Location: Onsite – Fort Wayne, IN
• Training: 8:00 AM to 4:30 PM Mon-Fri
• Work Hours: 8 hour shift between the hours of 9 AM – 5:30 PM, Mon-Fri
• Base rate $18.00/hr
• Career development and promotional opportunities
• Competitive Compensation – Bonuses based on performance included!
• Comprehensive Insurance Coverage – Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning – Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Paid Time Off Package – Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
• Holistic Wellness Support – Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Recognition Platform – Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement – Invest in your ongoing education and development.
• Employee Perks and Discounts – Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources – Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities: Participate in training programs, workshops, and conferences

Essential Duties and Responsibilities

• Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information
• Validate and calculate income, assess eligibility, and manage case referrals
• Engage regularly with program participants on a daily basis
• Potentially educate clients on fundamental program services and eligibility prerequisites
• Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility
• Fulfill additional responsibilities as delegated by Management
• Handles high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift to answer questions regarding the Medicaid, SNAP, and TANF programs
• Apply State and/or federal eligibility rules for applicant/recipient information assessment
• Verifies applicant/recipient data through system interfaces
• Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy
• Communicates with applicants/recipients while researching and updating cases and documenting calls simultaneously
• Educates callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills
• Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships
• Verifies and enters applicant/recipient data into the State’s eligibility system and prepares cases for disposition by State Eligibility Consultant
• Processes cases and takes necessary action on missing information promptly
• Meet Quality Assurance and performance metrics and stay updated on project and corporate policies
• Identify and elevate risks to management
• Attends all meetings and completes all trainings to stay informed on project/position updates
• Fulfill all performance requirements associated with eligibility processes
• Perform additional duties as assigned by management

Minimum Requirements

• High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience
• Proven customer support or Client Service Representative experience strongly preferred
• Ability to handle complex service inquiries via telephone
• Strong critical thinking and problem-solving skills
• Moderate difficulty assignments requiring judgment and issue resolution
• Understanding of work implications and ability to recommend solutions
• Accurate data entry (40 keystrokes/minute), strong interpersonal skills
• Positive relationship-building with customers and state eligibility consultants
• Attention to detail; excellent organizational, verbal, and written communication skills
• Comfortable in a fast-paced, deadline-oriented environment
• Capable of executing many complex tasks simultaneously
• Team player with the ability to work independently
• Ability to remain stationary for an extended period

Preferred Qualifications

• Some college or a college degree
• 2+ years of relevant professional experience