Eligibility Specialist - CSR for Public Programs

Maximus; South Bend (IN); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Prescription

Life insurance and disability benefits

401K with company match

Paid time off and holidays

Tuition reimbursement

Employee wellness program

Professional development opportunities

Job summary

Maximus is seeking a Customer Service Representative - Eligibility Specialist to handle high-volume inbound calls about Medicaid, SNAP, and TANF, assess eligibility, and process applications on site in South Bend, IN. You will screen and verify data, educate callers, and maintain case continuity.

The role requires solid data entry skills, strong communication, and the ability to manage multiple tasks in a fast-paced environment, with generous benefits and opportunities for growth.

Qualifications

• 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.
• 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.

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 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(TM)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.

Skills

Customer service

Data entry

Verbal communication

Written communication

Problem solving

Education

High school diploma or GED

Some college or college degree

Job description

Maximus is seeking a Customer Service Representative - Eligibility Specialist to handle high-volume inbound calls about Medicaid, SNAP, and TANF, assess eligibility, and process applications on site in South Bend, IN. You will screen and verify data, educate callers, and maintain case continuity.

The role requires solid data entry skills, strong communication, and the ability to manage multiple tasks in a fast-paced environment, with generous benefits and opportunities for growth.