Customer Service Advocate

Annual salary: $49,700/yr

POSITION OBJECTIVE:   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 timeframes.

 ESSENTIAL FUNCTIONS:                                                                                    

• 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.

 We understand the importance that every provider, parent, and employee plays in the success of our mission to protect and inspire every child, every day.  An essential function of all employees is to provide excellent customer service by being professional and respectful in all interactions each and every day.  It is also expected that all employees are timely and responsive in their communication with others.

 This list of functions is not intended to be exhaustive.  The agency reserves the right to revise this job description as needed to comply with actual job requirements.

QUALIFICATIONS:

 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

SKILLS:

 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 and complete when working with assembling, processing, or providing detailed information; track details even when under pressure.
• ·         Able to maintain composure and handle frequent job changes or unexpected disruptions; work with conflicting, delayed, or unclear information; remain effective when faced with change and uncertainty.
• ·         Able to maintain a composed problem-solving approach when faced with unrealistic expectations, pressing time demands, frustration, or interpersonal conflict.
• ·         Able to persevere in accomplishing tasks or objectives; commit to long hours of work; do everything possible to reach goals; have a sense of urgency about getting results.
• ·         Excellent verbal and written communication skills
• ·         Ability to manage multiple tasks and conflicting priorities
• ·         Proficient MS Excel skills
• ·         Ability to read and interpret legal documents to arrive at appropriate analyses of needs
• ·         Ability to interpret and follow operating procedures
• ·         Knowledgeable in Web Based Applications
• Work effectively with and show sensitivity to cultural differences and various socio-economic backgrounds of others.
• Able to demonstrate consistency of words and actions; protect confidential information; do what is right even when no one is watching; demonstrate sound business ethics; consistently comply with organizational values.
• ·         Ability to travel
• ·         Knowledge on IVE and Operating Procedure (CFOP)
• Ability to train others on processes and procedures.

SPECIAL CONDITIONS:

• ·         Thorough Background Screening upon hire including FBI, FDLE, Local Law check, Employment Reference check, DMV check, Criminal Records check, Social Security Trace & Drug Screening.  FDLE check will be run at least every 5 years.
• ·         On-call assignments- N/A
• ·         Ability to lift up to 25 lbs.
• ·         Travel- local: 35% per week, long-distance: 5% per month