Associate Eligibility Specialist - Call Center

This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

10/25/26

Community Assistance Division

Individual Contributor

40

JOB DESCRIPTION

SUMMARY:

Jefferson County invites you to apply for the Call Center Associate Eligibility Specialist position. This is an opportunity to make a difference in your community by helping individuals and families get the help they need through public assistance programs. You will be part of a supportive, team-focused environment where providing excellent customer service is a priority.

As a Call Center Associate Eligibility Specialist, you will be one of the first people customers speak with when they call Human Services for help with programs such as Medicaid, SNAP (food assistance), and other benefits. You will answer questions about benefits, applications, renewals, and case status. You will also help customers understand what documents they need to provide, what steps to take next, and where to find additional help, You will regularly assist customers who may be facing difficult situations or feeling stressed, frustrated, or upset.

You must be able to remain calm, patient, respectful, and professional during these conversations over the phone.

We are looking for individuals who are patient, dependable, organized, and comfortable working in a busy Call Center. You should be able to communicate clearly, pay close attention to details, solve problems, and use multiple computer systems. Strong writing skills are especially important, as you will be responsible for keeping clear, accurate, and detailed notes about customer interactions and communicating information in writing.

This is primarily a desk-based position that requires sitting for extended periods of time while answering phone calls, using a computer, and documenting customer interactions.

You should be comfortable spending much of your workday on the phone and computer while managing a steady volume of customer calls.

This position will work remotely, four days a week from 7:00am - 5:30pm (Monday-Thursday). You will be asked to come on-site for required in-person meetings, training and occasional technical support.

Hiring Range: $22.00-$23.00 USD Hourly Compensation will be determined based on education, experience, and skills.
* Please note that you must be a Colorado resident at the time of hire to be considered for this position*

Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental and vision insurance, paid time off and holidays, retirement matching, wellness programs, tuition reimbursement, flexible schedules, remote work options and more. For more information,  for our Total Rewards summary.

The Eligibility Specialist Associate is responsible for:

• Answer high-volume inbound calls from customers regarding public assistance programs, benefits, and case-related questions.
• Review customer cases in Colorado Benefits Management System (CBMS) and other systems to provide accurate information regarding case status, eligibility requirements, notices, interviews, and verification requests.
• Triage customer needs and determine appropriate next steps, including routing calls, scheduling appointments, or referring cases to the appropriate program area or staff member.
• Educate customers on Human Services programs, application processes, required documentation, timelines, and available county or community resources.
• Document all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.
• Provide professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.
• Maintain productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.
• Assist customers with navigating online systems and completing processes related to benefits and services.
• Send follow-up communications to customers as needed regarding verification requests, documentation, or case clarification.
• Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to support timely and accurate…