Customer Service Specialist

DC Government; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

The Department of Aging and Community Living (DACL) within DC Government seeks a Customer Services Specialist to inform the public about Medicaid and other agency programs, and to resolve complaints related to customer and communication services.

The role emphasizes engaging with Medicaid recipients, providing accurate program details, and coordinating with public/private partners to ensure timely access to services for District residents.

Qualifications

• One (1) year of specialized experience required in call center settings.
• Experience providing information on social benefits including Medicaid/Medicare and assisting applicants.

Responsibilities

• Answer inbound/outbound calls or meet with residents to relay program information.
• Investigate complaints and resolve customer issues related to services; determine urgency and action.
• Assist in data collection and coordination with agencies to ensure timely service delivery.

Skills

Call center experience

Public information delivery

Customer service resolution

Job description

This position is in the Department of Aging and Community Living (DACL). The mission of DACL is to advocate, plan, implement, and monitor programs in health, education, and social services which promote longevity, independence, dignity, and choice for the city's older adults (ages 60 years or older), people living with disabilities (ages 18-59 years), and caregivers.

The Customer Services Specialist is responsible for communicating relevant information to the public relative to agency programs, products, and services; and investigating agency complaints or problem issues concerning customer and communication services.

Duties and Responsibilities

Confers with potential and current Medicaid recipients by telephone or in person to provide information about person-centered directed Medicaid programs, products, and services, or to obtain details concerning complaints.Analyzes information gathered from callers, determining whether urgent action is required, and ensuring the appropriate insurance coverage and services are accessed (Medicare, Medicaid, or private insurance plans). Initiates corrective action, when necessary, to resolve complex customer requests or needs. Responds to residents seeking information during crisis situations and intervenes to resolve Medicaid service, immediate, problems, such as services, transportation, and social services.

Provides technical assistance with Program Lead, which includes information giving (where a service is located and how to obtain it) as well as complex information giving (descriptions of agency functions, eligibility requirements, policies or provisions of laws/regulations affecting available services) through offering advocacy, advice, and counseling to persons calling or walking into the unit.Establishes and maintains data collection tools and database information to generate contacts within public/private agencies to coordinate efforts and create a network for timely service delivery to District residents.

Qualifications and Education

Specialized Experience: Specialized experience must have equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position to be filled.To be creditable, applicants must have one (1) year of specialized experience equivalent to at least the next lower grade level in the line of progression.

An example of Specialized Experience is directly related to working in a call center receiving inbound and outbound calls; work related to providing information on social benefits including Medicaid and Medicare, assisting individuals with completing applications with detailed information; ensuring customer satisfaction, resolving customer complaints, solving problems or similar work experience.

Licenses and Certifications

None.

Work Conditions/Environment

The work is generally performed in a normal office setting, but may require home visits, or meetings in other community settings.

Other Significant Facts

Tour of Duty: Monday-Friday; 8:00 a.m. – 5:30 p.m.

Pay Plan, Series and Grade: CS-0301-11

Promotion Potential: No known promotion potential.

Duration of Appointment: Career Service – Regular Appointment.

Collective Bargaining Unit (Union): This position is in the collective bargaining unit.

Position Designation(s): The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations,Suitability – Security Sensitive.

Emergency Designation: This position has been designated asEmergency.

EEO Statement: The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.