Eligibility Specialist I (DCR-ESD)

Mecklenburg County; North Carolina; On-site; USD 28,000 - 39,000; Full time

Job summary

Mecklenburg County in Charlotte, NC seeks an Eligibility Specialist to perform intake, determine eligibility, and process applications for FNS, AMED, and FCM programs. This in-office role requires direct customer interaction and careful data entry to support social services delivery.

You will review documents, answer inquiries, and coordinate referrals while adhering to training and assessment standards. Expect a thorough, fast-paced environment and in-person work at the Catherine M.

Qualifications

• Minimum of two years of experience in customer service with direct interaction with the public.
• High School Diploma or equivalent; combination of relevant education and relevant experience accepted.
• May require a valid North Carolina or South Carolina Driver's License.

Responsibilities

• Assist call center or walk-in contacts, interview customers, gather information, and input data into appropriate systems.
• Verify customer’s information through paper documentation, on-line search and phone calls and determines program eligibility
• Process applications for single program basic benefits
• Respond to client and public inquiries regarding services available, documentation requirements, other community resource options, and on-going program and benefit status and customer record changes
• Perform data entry and maintains system files and databases on clients, providers, and program services
• Maintain basic knowledge of multiple social services programs or in-depth knowledge in one program
• Perform work in a high volume, fast-paced environment with continual customer interaction
• Some positions may be required to directly work on enrollment and eligibility activities within the NC FAST system
• May be required to staff shelters in the event of a disaster

Skills

Active Listening

Service Orientation

Communication

Written Communication

Education

High School Diploma or equivalent

Associate degree preferred

Tools

Microsoft Office Suite

Job description

Follow your calling, Find your career!!

Hiring Range: $20.00 - $28.24 per hour. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.

At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture, and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The Mecklenburg County Department of Community Resources strives to strengthen families and communities through a safety-net of services, collaborations, and hope. Our vision is to define and cultivate an organizational culture that is more compassionate and understanding toward each other and our clients.

Position Summary

Perform customer service activities for social services programs including Food and Nutrition Services (FNS), Adult Medicaid (AMED), & Family and Children’s Medicaid (FCM). This position, under direct supervision, provides intake services, determines eligibility, processes applications, and makes referrals; and interacts face to face with new and existing customers to provide and process information in response to inquiries, concerns, and requests.

For more information, please visit the State and County program sites below:

State Information site: FCM - FNS - AMED

State Policy Manual: FCM - FNS - AMED

County Resource site: FCM - FNS - AMED

Please Note

Assessment: The Eligibility Specialist Assessment will be sent to the applicant’s email address if chosen to move forward in the hiring process. Applicants must be able to pass the required Eligibility Specialist Assessment with a score of 80% or higher. If you earn a score of 80% or more, then you have passed the assessment and will be notified if you are selected for a panel interview. Applicants that score below a score of 80% or higher will have to reapply to the next posting and retake the assessment.

Training Standards Notice

This position requires that you undergo a structured training program in which performance expectations must be met. By accepting this position, you acknowledge that you understand there are two primary phases of performance measurement that must be met. Phase One is an open book, open note, exam that must receive a passing score of at least 84%. You will be allowed one re-test if this expectation is not met initially.

Phase Two is that you must continuously meet the reasonable minimum quality and training mentoring expectations set and measured on a bi-weekly cadence. An employee who does not successfully pass either Phase 1 or Phase 2 of the performance-based training and assessment program may be dismissed from their employment.

Work Location

The Catherine M. Wilson Center at 301 Billingsley Rd, Charlotte NC 28211. Primary Work Schedule: Monday – Friday, 8:00 am to 5:00 pm (This is an in-office position, telework is not available).

Essential Functions

• Assist call center or walk-in contacts, interview customers, gather information, and input data into appropriate systems.
• Verify customer’s information through paper documentation, on-line search and phone calls and determines program eligibility
• Process applications for single program basic benefits
• Respond to client and public inquiries regarding services available, documentation requirements, other community resource options, and on-going program and benefit status and customer record changes
• Perform data entry and maintains system files and databases on clients, providers, and program services
• Maintain basic knowledge of multiple social services programs or in-depth knowledge in one program
• Perform work in a high volume, fast-paced environment with continual customer interaction
• Some positions may be required to directly work on enrollment and eligibility activities within the NC FAST system
• May be required to staff shelters in the event of a disaster

Minimum Qualifications

Minimum of two years of experience in customer service with direct interaction with members of the public or successful completion of the CPCC Caseworker Training Program (or another participating program).

Education

High School Diploma or equivalent

Combination of relevant education and relevant experience accepted: Yes.

Licenses And Certifications

May require a valid North Carolina or South Carolina Driver's License

Preferred Qualifications

• Associate degree preferred
• Experience processing insurance claims, mortgage/loan processing, working with specialized computer programs and working in a call center preferred
• Bilingual (Spanish and English) proficiency oral and written
• Current experience processing and determining eligibility in NC Social Services eligibility programs such as Adult Medicaid, Family & Children Medicaid, Food & Nutrition Services, Work First and Energy.

Knowledge, Skills, and Abilities

• Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

See More Occupations Related To This Knowledge

• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Modern office practices, procedures, and equipment
• Familiar with social service programs

Skills

• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.
• Service Orientation; actively looking for ways to help people
• Being aware of others' reactions and understanding why they react as they do
• Talking to others to convey information effectively
• Communicating effectively in writing as appropriate for the needs of the audience

Abilities

• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
• Continuous Learning / Applied Learning: Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application
• Contributing to Team Success / Collaboration: Actively participating as a member of a team to move the team toward the completion of goals; working effectively and cooperatively with others; establishing and maintaining good working relationships.
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs
• Energy / Inspiring Others: Using interpersonal styles and methods to inspire and guide individuals toward higher levels of performance
• Ethical Decision Making: Identifying and understanding issues, problems, and opportunities comparing data from different sources to draw conclusions, using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences
• Managing Work: Effectively managing one’s time and resources to ensure that work is completed efficiently
• Motivation Fit: The extent to which activities and responsibilities available in the job and the organization’s mode of operation and values provide personal satisfaction.

Computer Skills

Proficient in various computer applications including Microsoft Office Suite

Work Environment

Works in an office setting with moderate noise

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Disclaimer Statement

This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements, or working conditions. Other duties may be assigned based on business need, and the supervisor's request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.