DSHS HCLA DDCS Customer Service Specialist

DSHS HCLA Customer Service Specialist 3

Are you someone who possesses strong organizational skills and excellent oral and written communication skills? Consider this an exciting opportunity. We are hiring for a full-time Customer Service Specialist 3 for our Spokane office. In this role, you will be a part of our customer service team and provide senior customer service support to our office’s located in Spokane.

• Provide customer service to applicants and their families regarding HCLA eligibility and the application process
• Manage initial applications and re-applications for HCLA eligibility, including receiving and processing information provided, uploading documents, and assigning cases to case resource managers for review
• Make and track records requests and upload when received
• Review data each month to determine client’s eligibility expiration
• Teach and train support staff regarding eligibility reviews and expiration and duties related to each
• Maintain a spreadsheet of all determinations and reviews and distribute reports weekly to I/E supervisor, case managers and management
• Work within electronic databases, including activating/inactivating cases, inputting data, analyzing information, merging duplicate records, transferring client records, and compiling reports
• Train support staff to ensure they are informed and up to date with current Intake and Eligibility processes
• Attend weekly meetings with Intake and Eligibility team to problem solve and discuss changes and strategies
• Assist with answering questions and resolving complaints, inquiries, and customer service problems from clients, customers, and the general public
• Monitor team shared email inboxes to respond to customers and reroute to staff as needed
• Use digital and manual record and data management systems (e.g., CARE, TRACKS, Barcode Client registry, ADSA SharePoint Site, Outlook and other data management systems) to compile, look‑up, track and/or report information

• High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems; OR one year of experience as a Customer Service Specialist 2; OR equivalent education/experience
• Excellent communication skills, both orally and written
• Experience handling confidential material
• Proven ability to multi‑task and manage interruptions
• Ability to search and acquire information from online informational databases
• Ability to engage in problem‑solving and prioritizing work tasks
• Ability to receive instructions, assimilate information, and act according to those instructions
• Possess advanced computer skills including use of email, word processing, and internet access as well as knowledge of electronic databases

Please include in your application:

• Three professional references with updated contact information

The Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity or expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at . Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or  E‑Verify® is a registered trademark of the U.S. Department of Homeland Security.

Washington State offers one of the most competitive benefits packages in the nation. You have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs. Please see the State HR website for detailed information.

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