Customer Service Advocate

Job Title

Annual salary: $49,000/yr

To provide support to Information & Eligibility and Data Services by being the primary point of contact for customer service, client benefits and data related issues. This is a high visibility position which will have communications internally and externally to resolve problems. It is anticipated that all issues brought to the attention of this position require an immediate response to the originator within specified time frames.

• Primary point of contact for department mail received from the Agency for Health Care Administration or other providers related to client insurance or eligibility.
• Primary point of contact for Express Enrollment, the completion of Medicaid plan enrollment activities and tracking.
• Primary customer service point of contact for benefit and data support issues including but not limited to Social Security card applications, Youth Credit Checks, Medicaid/PCP/HMO Issues.
• Research and resolve data services and client benefit questions and inquires being the go between for internal departments and external customers as appropriate.
• Track and maintain Department of Juvenile Justice involvement for youth in care.
• Complete immediate responses to inquiries acknowledging we have their inquiry and that we intend to have a solution within 24 hours.
• Maintain frequent communication with internal staff regarding changes to case data and eligibility including but not limited to IES, Records Room, Adoption, GAP, Youth Services and Operations staff.
• Accurately enters required program information adhering to strict deadlines
• Obtains and maintains appropriate eligibility documentation
• Completes applications for Medicaid and Federal/State Funds
• Maintains open communication with Protective Investigators and Case Managers responsible for supervising cases of children in care, obtaining information on income, household composition and family resources in order to determine eligibility
• Queries systems to access specific information for distributing weekly/monthly reports to case management and senior management staff
• Participates and documents CTS staffing's.
• Utilize established checklists, forms and task tracking tools identified in the Information & Eligibility Handbook to report work status and maintain required documentation.
• Distribute and review reports and complete routine data validation activities.
• Escalate high profile requests and issues.
• Identify trends within department and present solutions.
• Assist in training Information & Eligibility Specialists on new policies and procedure.
• Assist in Federal Funding Eligibility Monitoring Reviews.
• Attends regular IES team meetings, staff meetings, service center meetings, case management meetings, in-service trainings and conferences as needed.
• Participates in peer file review activities.
• Special projects for the department as assigned.
• Participates in the agency strategic plan & quality improvement processes.
• Ability to safely & successfully perform essential job functions consistent with the ADA, FMLA, & other federal, state, & local standards, including meeting qualitative & quantitative productivity standards.
• Ability to maintain reasonably regular, punctual attendance consistent with ADA, FMLA & other federal, state, & local standards.
• Ability to comply with all personnel policies & procedures.

Required:

• Associate Degree. Experience may substitute for a degree.
• Two years' experience in the child welfare field
• Proficiency in Microsoft Word and Excel

Preferred:

• Experience in a non-profit organization
• Experience with ARGOS
• Thorough knowledge of state SACWIS system (FSFN)
• Experience in FLORIDA
• Experience in FMMIS
• Experience with Florida Medicaid
• Experience with Title IV-E and TANF Eligibility

Required:

• Strong customer service skills
• Good organizational skills
• Ability to work with strict deadlines
• Ability to work effectively in a team environment
• Able to break down problems and information in order to systematically identify the cause of problems or make recommendations; gather information from multiple sources; analyze complex information; organize information for analysis.
• Able to be thorough…