Counselor-Enroll/Elig Job Virginia Beach Virginia USA,Customer Service/HelpDesk

Job Responsibilities:

Process specialized and complex Medicaid eligibility and enrollment cases
Assist clients with program connection and eligibility-related inquiries
Research and work on appeals as assigned by supervisors
Apply eligibility policies, procedures, and processes accurately and consistently
Serve as a subject matter resource (SME) on eligibility policies and processes for the team
Understand and communicate the impact of eligibility processes on other teams and workflows
Work closely with management and work groups to create and maintain work plan documents
Track project status, deadlines, deliverables, and due dates
Collaborate with project managers on various initiatives and projects
Provide administrative and operational support for assigned projects
Assist with tracking project progress and identifying outstanding items
Support the training team during the final week of sandbox training
Answer questions and provide guidance to new trainees as they transition to their assigned teams
Maintain accurate records and documentation related to cases, projects, and eligibility activities
Follow established Medicaid policies, procedures, quality standards, and workflows
Communicate effectively with clients, team members, supervisors, trainers, and management
Maintain confidentiality and protect sensitive client information
Meet established productivity, quality, attendance, and performance expectations

Skills:

Strong understanding of customer service and client support principles
Basic computer navigation skills
Novice-level knowledge of Microsoft Office applications
Ability to research and process complex cases with attention to detail
Ability to understand and apply policies, procedures, and eligibility requirements
Strong organizational and time-management skills
Ability to track multiple projects, deadlines, and priorities
Strong written and verbal communication skills
Ability to work independently and collaboratively in a remote environment
Ability to learn and apply Medicaid eligibility and enrollment processes
Strong problem-solving and critical-thinking abilities
Ability to work effectively with management, project teams, trainers, and colleagues
Bilingual English/Spanish proficiency preferred/required for bilingual positions
Ability to maintain consistent attendance throughout training and nesting periods
Ability to work full-time, 40 hours per week

Education/

Experience:

High school diploma or GED required, with proof of completion
4+ years of relevant professional experience required, or an equivalent combination of education and experience
Associate degree with 2+ years of relevant experience preferred
Previous experience in eligibility, enrollment, healthcare, Medicaid, customer service, case processing, or a related field preferred
Must be legally able to work remotely from within the state of Virginia
Must have reliable traditional wired home internet service; cellular-based internet providers are not permitted
Minimum internet speed of 25 Mbps download for a single user, 50 Mbps for shared connectivity, and 5 Mbps upload required; 10 Mbps upload preferred
Must connect the work computer to the internet router using a Category 5 or Category 6 Ethernet cable
Must be able to provide a screenshot of an internet speed test from or Google Speedtest upon request
Must have access to a laptop or computer capable of attending video interviews
Must be available for the Real Job Preview (RJP), tentatively scheduled for September 23, 2026 and September 30, 2026; exact times to be confirmed
Must attend RJP sessions on camera
Must be available for training Monday–Friday, 8:00 AM–4:30 PM EST
100% attendance is expected during training and nesting
No planned time off, late arrivals, or early departures are expected during the training period
Must be available to work Monday–Friday, 8:0 AM–5:00 PM EST, with potential overtime hours typically between 7:00 AM and 6:00 PM EST
Must successfully complete the required background check through Orange Tree, including criminal screening, before starting
Client-provided equipment will be supplied for the remote position
Must be able to work effectively in a remote contact-center environment
Bilingual candidates must demonstrate proficiency in English and Spanish for bilingual positions

Counselor-Enroll​/Elig

Counselor-Enroll/Elig