Disability Call Agent

Health & Human Services; North Carolina; Hybrid; USD 39,000 - 69,000; Full time

Benefits offered by this job

Free parking

Wellness room

In-house Micromart for food purchases

Nearby stores and dining options

Job summary

The North Carolina Department of Health and Human Services (DHHS) Disability Determination Services in Raleigh seeks a Disability Call Agent to handle high-volume calls from claimants, SSA field offices, schools, and medical professionals, providing accurate information and guiding inquiries in accordance with DCC guidelines.

The role offers a hybrid telework schedule and emphasizes courtesy, professionalism, and timely problem-solving in a fast-paced contact center environment, with

Qualifications

• High school diploma or GED and two years of related administrative experience.

Responsibilities

• Handle high call volume from claimants, SSA Field offices, schools, and others in the medical and legal communities.
• Respond to the needs and questions and provide information to external customers.
• Adhere to Disability Contact Center Policies and communicate relevant information to the appropriate persons per DCC guidelines.
• Plan and organize tasks to meet deadlines and ensure accurate and complete information is provided to internal and external customers.

Education

High School diploma or GED

Job description

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work

The NC Disability Determination Services (DDS) is located in Raleigh, NC and is the state division responsible for making medical determinations on disability claims for the Social Security Administration and state Medicaid office. The division adjudicates over 140,000 initial disability applications, reconsiderations, reviews for continuing eligibility, and continuing disability review appeals under the Social Security and Supplemental Security Income program and disability applications for Medicaid. Applications are forwarded to Disability Determination Services (DDS) from local Social Security offices or in the case of Medical Assistance claims, from the County Department of Social Services. Agency personnel are responsible for obtaining medical and vocational information on applicants, evaluating the findings under Social Security Administration (SSA) disability criteria and preparing determinations and notices to advise the Applicant of the decision on the claim.

The Disability Call Agent (DCA) is responsible for answering incoming phone calls to the Disability Contact Center (Inbound Call Center). The Disability Contact Center is the first level of contact for the external customer. The representative is responsible for responding to the needs and questions and providing information to external customers. The representative uses their scope of knowledge to assist and resolve issues. Eligible DCAs are able to take advantage of a hybrid telework schedule. This position is located in the Disability Contact Center within DDS. The DCA will independently manage high call volume from claimants, schools, SSA Field offices, and others in the medical and legal communities. The DCA will handle calls with courtesy and professionalism when responding to customer inquiries and will adhere to the Disability Contact Center Policies. The DCA is responsible for communicating relevant information for each contact to the appropriate persons in accordance with DCC guidelines.

The DCA is responsible for planning and organizing tasks so that deadlines are met, providing accurate and complete information to internal and external customers, and determining when it is necessary to involve adjudicators, supervisors and managers.

The DDS offers a work environment that promotes the values of DHHS. The DDS offers free parking, has an in-house Micromart for food purchases and a small in-house Wellness Room with exercise equipment. There are nearby stores and dining options. We work to ensure staff feel they belong as a team member of the DDS while we work to provide excellent customer service to our citizens.

Salary and Benefits

• Salary Range: $39,244 - $68,679
• Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
• Employees also receive paid vacation, sick, and community service leave.
• In addition, paid parental leave is available to eligible employees.

Qualifications and Experience

High school diploma or General Educational Development (GED) diploma and two years of related administrative experience.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details. OR Equivalent combination of education and experience.

Equal Employment Opportunity Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.

Other Information

Applicants may be subject to a criminal background check. All candidates selected for positions considered “Positions of Trust” will be subject to a criminal background check. The North Carolina Department of Health and Human Services (DHHS) offers a range of benefits and support as described above. The application process is overseen by Talent Acquisition. For more information about DHHS: https://www.ncdhhs.gov/.

State Application Resources/Frequently Asked Questions: Valuing Education and Experience. The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. All job postings close at 11:59pm the night before the end date on the posting.