Phoenix Customer Service Representative 2

Arizona State Government; Phoenix (AZ); On-site; USD 30,000 - 37,000; Full time

Benefits offered by this job

Remote work opportunities

Paid holidays

Comprehensive benefits

Job summary

Arizona Health Care Cost Containment System (AHCCCS) is seeking a Phoenix-based Customer Service Representative 2 to assist the Division of Member and Provider Services (DMPS) with direct customer support, data entry, and case information processing. This in-office role emphasizes accuracy, timely communication, and adherence to programs and policies.

The position handles inquiries via in-person, phone, email or mail, reviews documents for eligibility, scans and enters data into HEAplus, and

Qualifications

• Verbal and written communication skills required.
• Strong service orientation to handle diverse customer needs.
• Problem solving and decision-making abilities.
• Ability to clearly explain program information to customers.
• Professional phone etiquette and customer interactions.

Responsibilities

• Resolve customer issues in-person, by phone, email or mail.
• Review and process DE202s/DE201s and hospital applications; obtain demographics and dates.
• Categorize, validate and route documents for eligibility determinations; input data into HEAplus.
• Handle mail and emails; generate notices and collect data for applications.
• Maintain data logs and support AMS initiatives within the unit.

Skills

Verbal & written communication

Service orientation

Problem solving

Concise communication

Phone etiquette

Tools

HEAplus

PMMIS

DocuWare

RightFax

Job description

AHCCCS

Arizona Health Care Cost Containment System

Accountability, Community, Innovation, Leadership, Passion, Quality, Respect, Courage, Teamwork

The Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid agency, is driven by its mission to deliver comprehensive, cost-effective health care to Arizonans in need. AHCCCS is a nationally acclaimed model among Medicaid programs and a recipient of multiple awards for excellence in workplace effectiveness and flexibility.

AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona. Among government agencies, AHCCCS is recognized for high employee engagement and satisfaction, supportive leadership, and flexible work environments, including remote work opportunities. With career paths for seasoned professionals in a variety of fields, entry-level positions, and internship opportunities, AHCCCS offers meaningful career opportunities in a competitive industry.

Come join our dynamic and dedicated team.

Phoenix Customer Service Representative 2

Division of Member and Provider Services (DMPS)

Job Location: 150 North 18th Avenue Phoenix, Arizona 85007

IN OFFICE POSITION

Salary: $33,519

Grade: 15

FLSA Status: Non-Exempt

Closing Date: August 31, 2026

Job Summary

This position supports Division of Member and Provider Services (DMPS) operations by working directly with customers, researching case or customer data, reviewing information received, scanning, and entering data using various computer applications and assisting office personnel with case information and office administrative duties.

Major duties and responsibilities include but are not limited to:

• Resolve customer issues. Interact with customers in-person, on the telephone, in a call center or via email. Route customer inquiries to the proper DMPS employee or resource and make appropriate referrals when necessary. Support all AHCCCS programs.
• Review, analyze, manage and process all DE202s and DE201s. Research and process hospital applications. Contact multiple facilities and the departments within those facilities and complete applications by finding the admissions and expected discharge dates and demographic information on applicants.
• Categorization of documents. Review all documents to make sure they are complete & accurate, needed for eligibility determinations, and then route appropriately. Prepare, scan and validate documents for DocuWare. Input and sort the proper documentation in HEAplus.
• Process incoming and outgoing regular mail and emails. Send out notices for hearings, Requests For Information (RFI), Voter Registration forms and packets that go to DES/DDD. Collect data from sources when applicable and register applications. Consult with staff to ensure correct documents are mailed. Document information from customer contact and from electronic or paper applications into HEAplus.
• Maintain various data logs. In field office locations, log and monitor State vehicle usage. Coordinate maintenance and repairs with ADOT and central AHCCCS office. Coordinate physical office maintenance.
• Actively participate in the Arizona Management System (AMS) initiative within the unit, division and agency. Creating and embracing a culture of teamwork supporting the agency, division and office visions, values, goals, and AMS efforts.

Knowledge

• A call center environment.
• Computer systems to include email, word processing, Microsoft Office, HEAplus, PMMIS, DocuWare, RightFax.
• Medicaid and general eligibility and enrollment criteria and overall services available through AHCCCS and DES.
• Basic office and clerical procedures and practices.
• Customer service techniques.
• Arizona Management System.

Skills

• Verbal and written communication.
• Service orientation.
• Problem solving and decision making.
• Concise communicating to effectively explain basic program information.
• Phone etiquette.

Abilities

• Follow through completing customer issues using logic and reasoning to find solutions.
• Effectively communicate in written and verbal form.
• Review data for accuracy.
• Summarize and document.
• Listen and respond appropriately.
• Utilize rules, policies and procedures.
• Effectively communicate case actions taken and document case comments.
• Research.
• Apply customer service techniques; empathize and calm individuals and limit the escalation of issues.
• Adjust to various volumes of work.
• Establish and maintain effective working relationships.
• Work in an inbound automatic call distributor (ACD) environment.

Selective Preference(s):

Minimum: One year of experience in a multi-functional customer service environment.

Preferred: Experience working in the medical eligibility enrollment, claims processing or claims customer service. Bilingual (Spanish) a plus.

Pre-Employment Requirements

• Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits

• 10 paid holidays per year
• Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. Learn more about the Paid Parental Leave pilot program here.
• Other Leaves - Bereavement, civic duty, and military.
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable insurance plan, including medical, dental, life, and disability insurance
• Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
• RideShare and Public Transit Subsidy
• A variety of learning and career development opportunities

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Retirement

Lifetime Pension Benefit Program

• Administered through the Arizona State Retirement System (ASRS)
• Defined benefit plan that provides for life-long income upon retirement.
• Required participation for Long-Term Disability (LTD) and ASRS Retirement plan.
• Pre-taxed payroll contributions begin after a 27-week waiting period (prior contributions may waive the waiting period).

Deferred Retirement Compensation Program

• Voluntary participation.
• Program administered through Nationwide.
• Tax-deferred retirement investments through payroll deductions.

Contact Us

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing [e-mail]. Requests should be made as early as possible to allow time to arrange the accommodation. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.