Long-Term Care Access & Support Specialist

State of Washington; Spokane (WA); On-site; USD 42,000 - 60,000; Full time

Job summary

Washington State Department of Social and Health Services (DSHS) HCLA – Customer Service Specialist 2 in Spokane focuses on helping older adults and families access long-term care services. You’ll guide through programs, assist with applications, and connect clients with resources.

You will also provide essential administrative support, manage records, and safeguard confidential information to ensure timely, respectful service and efficient program delivery.

Qualifications

• Strong customer service and interpersonal skills for diverse clients.
• Ability to explain eligibility rules and complete applications.
• Calm under pressure with professional, empathetic communication.
• Excellent organizational skills and ability to multitask.
• Ability to interpret policies and provide accurate referrals.
• Proficient with word processing, spreadsheets, and data systems.
• Ability to work independently and in a team environment.

Responsibilities

• Serve as primary contact for clients, families, advocates, and partners with excellent service.
• Educate and assist with long-term care and Medicaid programs, explain eligibility, help complete applications.
• Resolve questions by interpreting policies; de-escalate difficult situations with empathy.
• Coordinate administrative tasks: mail, scanning, file records, support case management staff.
• Manage office operations: supplies, records retention, equipment, daily functions.
• Cross-train staff and provide backup CS for other offices; perform additional duties.

Skills

Customer service

De-escalation

Organizational skills

Policy interpretation

Written communication

Computers & data entry

Independent work

Team collaboration

Education

High school diploma or equivalent

Two years experience assisting clients

Job description

Washington State Department of Social and Health Services (DSHS) HCLA – Customer Service Specialist 2 in Spokane focuses on helping older adults and families access long-term care services. You’ll guide through programs, assist with applications, and connect clients with resources.

You will also provide essential administrative support, manage records, and safeguard confidential information to ensure timely, respectful service and efficient program delivery.