Senior Economic Support Specialist

Case Management And Call Center Representative

Perform case management and call center functions. Provide referral services for the Southern Consortium, which consists of seven counties. Maintain knowledge of ever changing Federal and State rules, policies and procedures for numerous Income maintenance programs that support essential needs. Such needs include healthcare, food, shelter, childcare, and long-term care services. Programs include Medicaid for the elderly blind and disabled (EBD);

other subprograms of Medicaid;
Badger Care Plus;
Foodshare;
Caretaker Supplement (CTS);
Childcare authorizations and subsidies, and Emergency Assistance for non-citizens. Supports and promotes the mission, vision, and guiding principles of the Human Services Department. Performs in a manner consistent with the Human Services Department (HSD) Professional Standards and "Commitment to My Co-Workers".

50% Call Center Duties

• Answer calls for the Southern Consortium within the scope of the contract with the State of Wisconsin Department of Health Services.
• Follow policy and procedure as stated in the Southern Consortium Call Center Process Guide while maintaining a high standard of customer service.
• Perform call center functions including but not limited to answering questions, taking applications, reviewing cases, entering changes, scheduling appointments, and determining eligibility for various assistance programs.
• Ability to work with customers of diverse backgrounds using skills of cultural competency, diversity, and inclusive. Ability to use language line/interpreter services to receive/relay accurate information.
• Ability to understand and follow HIPAA and Income Maintenance confidentiality rules
• Use de-escalation and trauma informed care principles to effectively work with individuals who may be hostile, non-cooperative, or evasive both on the phone and in person
• Enter detailed and complete case comments timely after every client interaction.
• Use a One Touch philosophy for Southern Consortium calls, which means processing all action items attached to a case at time of the call. Examples of action items include but are not limited to renewals, six-month report forms, alerts, discrepancies, applications, and documents.
• Navigate Genesys, the internet-based system used to receive/make calls to/from customers. Ability to collect telephonic signatures and transfer calls.

45% Determine eligibility and provide ongoing case management.

• Provide case management to participants of economic support in person, on the phone, walk in requests and through the ACCESS website.
• Process applications, renewals and change reports, within established timelines and following the policies, regulations and processes set by County, Consortium, State and Federal regulations. This includes determining initial and ongoing eligibility.
• Explain agency services and benefit delivery. Have knowledge of client's rights and responsibilities while aiding in the application process.
• Determine eligibility through interviews, reviewing documents and collateral investigations; enter information into a computerized eligibility system..
• Maintain accurate, well documented case files. Effectively utilize case management tools.
• Complete annual training requirements mandated by the state including but not limited to 12 hours of professional development, cultural competency, civil rights, Social Security Training, and HIPAA.
• Resolve all case discrepancies using various means available. This includes contact with other agencies, investigations, and cross matches/data base searches.
• Prepare fraud and program integrity referral. Prepare for/participate in/testify at fair hearings and court proceedings.
• Investigate complaints and fraud allegations received from the Office of Inspector General (OIG), outside agencies and the public. Use the Benefit Recovery Investigation Tracking System (BRITS) to make proper referrals for fraud investigation.
• Assist clients with understanding able bodied adults without dependents (ABAWD) status and the reason for Foodshare Employment and Training (FSET) referrals. This includes monitoring time clocks and determining exemptions.
• Accurately code paperwork for scanning into the electronic case file (ECF).
• Review and process applications and changes received from the Federally Facilitated Marketplace (FFM) under the Affordable Care Act (ACA). Understand and explain to customers the referral process between the State of Wisconsin and the FFM.
• Successfully navigate CWW (Cares…