WIC Customer Service Representative

Position

WIC Customer Service Representative 1 (10596)

Clifton Springs Health Center, DeKalb County, GA

Salary: $35,007.80 annually

Pay Grade: F / Job Code GST
120

Job Type: Full Time Salaried

• 13 Paid Holidays
• 3 Weeks Annual Leave
• 3 Weeks Sick Leave
• Flexible Schedules within core working hours M-F 8:15am-5pm
• Pension Plan
• Employer 401K Match
• Payroll Deductible Health Benefits
• Payroll Deductible Flex Benefits
• Flexible Spending Accounts
• Worksite Wellness
• Diverse Workforce
• Opportunities for Growth
• Hybrid teleworking option for eligible positions after probation

• Work under supervision of WIC Office Supervisor, performing tasks requiring independent judgment.
• Reallocate tasks as necessary and schedule WIC appointments for clients.
• Verify accuracy of data entered by clerical staff using Chart Monitoring logs.
• Monitor security of voucher paper, printed vouchers, and computer system.
• Serve clients professionally, greeting all individuals requesting services.
• Receive, screen, and direct telephone calls to appropriate staff members; answer calls courteously and route them immediately.
• Return calls from voicemail messages within one business day.
• Answer client questions regarding services offered, business hours, and the Eligibility process.
• Conduct WIC Intake through GA Gateway, Gimms, Grits, GWIS, WEC-Scanned items; receive applications via Worker Portal and/or Customer Portal.
• Review documentation (identification, proof of residence, proof of income) and scan all into GA Gateway and Insight.
• Provide and explain Rights and Responsibilities form, obtain client signature, and scan into the system.
• Receive and distribute incoming correspondence.
• Direct clients appropriately to maintain clinic flow.
• Update client information; import from GA Gateway into front-end system.
• Record each interaction with clients using Daily Activity PARS form, submit the form, and enter clinic activity into the PARS database.
• Issue vouchers and schedule next appointment for secondary nutrition education.
• Instruct clients on use of WIC vouchers, grocery vendor system, and dual participation.
• Refer clients to other services offered by the health center if needed.
• Print vouchers on demand and document all overrides.
• Contact clients from the customer portal notification pulled from SharePoint at least 24 hours after receiving the information from the gateway to complete the intake processes.
• Maintain an orderly work area.
• Contact clients listed on the Clients Without Issues Report to inform them of current eligibility status.
• Follow established procedures in facilitating WIC transfers.
• Access policies and procedures disseminated by State WIC Office, DeKalb WIC District Office, and DeKalb County Board of Health; maintain knowledge and execute responsibilities in compliance with referenced policies.

High school diploma or GED and one (1) year of experience communicating information in a customer service setting.

DEKALB PUBLIC HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER.