Kingman Customer Service Representative

AHCCCS

A state-run Medicaid agency, the Arizona Health Care Cost Containment System (AHCCCS) delivers comprehensive, cost‑effective health care to Arizonans in need. It is recognized nationally for its quality and workplace effectiveness, and has received multiple excellence awards.

AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona. The agency offers competitive career paths, flexible, remote‑work options, and a supportive environment that fosters engagement and satisfaction.

Job Location:

Address: 2400 Airway Avenue, Kingman, Arizona 86409
Position Type:
In‑Office

Posting Details:
Salary: $33,519
Grade: 15
FLSA Status:
Non‑Exempt
First Review of Resumes:
February 23, 2026
Closing Date:
February 26, 2026

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.

• Resolve customer issues by interacting in‑person, over the telephone, in a call center, or via email. Route inquiries to the proper DMPS employee or resource, make referrals as needed, and support all AHCCCS programs.
• Review, analyze, manage, and process all DE202s and DE201s; research and process hospital applications; contact multiple facilities and departments; and complete applications with admissions, expected discharge dates, and applicant demographics.
• Categorize documents by reviewing completeness and accuracy, preparing, scanning, and validating documents for Docu Ware, and inputting and sorting documentation in HEAplus.
• Process incoming and outgoing mail and email; send notices for hearings, Requests for Information (RFI), voter registration forms, and packets to DES/DDD; collect data, register applications, consult with staff on correct mailing, and document information in HEAplus.
• Maintain data logs at field office locations, monitor state vehicle usage, coordinate maintenance and repairs with ADOT and central AHCCCS office, and manage physical office maintenance.
• Actively participate in the Arizona Management System (AMS) initiative, fostering teamwork and supporting agency, division, and office visions, values, goals, and AMS efforts.

• A call center environment.
• Computer systems including email, word processing, Microsoft Office, HEAplus, PMMIS, Docu Ware, and Right Fax.
• 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.

• Verbal and written communication.
• Service orientation.
• Problem solving and decision making.
• Concise communication of basic program information.
• Phone etiquette.

• Follow through on 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 escalation of issues.
• Adjust to varying volumes of work.
• Establish and maintain effective working relationships.
• Work in an inbound automatic call distributor (ACD) environment.

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

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

• Successfully pass fingerprint background check, prior employment verifications, and reference checks; employment is contingent upon completion of the above process and reasonable accommodation.
• All newly hired State employees must…