MEDICAID HELPLINE AGENT
MEDICAID HELPLINE AGENT
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1 Vacancy
Job Description
IF YOU ARE HIRED PROVISIONALLY IN THIS TITLE YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM WHEN IT BECOMES AVAILABLE TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.
Infoline is HRAs telephone service center which provides information on HRAs programs to the general public. Infoline uses both an Interactive Voice Response System (IVRS) and live telephone agents who speak to callers directly and are able to provide case specific information. Constituents can call the Infoline telephone service line for information on all HRA programs including how to apply emergency assistance Fair Fares office locations and case status.
Under the supervision of the Team Supervisor with some latitude for independent judgement the Medicaid Helpline Agent is responsible for providing information to callers on the Medicaid program and services. The Office of Constituent Services is recruiting for an Eligibility Specialist II to function as a Medicaid Helpline Agent in the DSS Infoline/Helpline call center.
OCS is recruiting for fifteen (15) Eligibility Specialist II to function as Infoline/Medicaid Helpline Agents who will:
Respond to telephone inquiries from the general public and clients by providing information including
but not limited to eligibility criteria phone numbers program description and Medicaid status.
Screen calls and perform a preliminary assessment of callers needs to determine whether a caller can
be serviced by the core information line or she/he requires additional assistance.
Utilize the Intranet Quorum (IQ) system to report complaints from the client regarding their case.
Reviews pertinent data from New York State EMEDNY system in order to substantiate and review
eligibility.
Utilizes automated office systems to evaluate applicant documentation and to verify pertinent date;
determines the need for additional information.
Consults with the Team Supervisor as needed on overall problems and if questions arise.
Enter caller information which generates a letter in the clerical support unit to be sent with
applications informational and/or pamphlets to the caller or is forwarded to a program area for
action.
Enter/Update/Retrieve information on an electronic information storage system by operation
control consoles/keyboards/other in order to facilitate clearance/search/verification/other
operations.
Access/update/retrieve information from manual files/sources to facilitate clearance/search/
verification/other operations.
Initiate and/or complete paperwork as required.
Work Location:
9231 Union Hall Street Queens NY
Hours/Schedule:
MF 9:30am 5:30pm
ELIGIBILITY SPECIALIST 10104
Qualifications :
1. Completion of 30 semester credits at an accredited college or university; or
2. A four high school diploma or its educational equivalent and one year of fulltime satisfactory experience in one or more of the following areas; performing the work described below:
a. Interviewing gathering information and/or preparing necessary documentation for the purpose of making recommendations concerning eligibility for public assistance or unemployment health benefits social security insurance or participation in social services or community programs and other similar benefits; or
b. Performing bookkeeping bank teller duties housing office teller duties purchasing agent assistant store manager sales representative responsible for accounts or customer service duties or a job in which the duties include helping customers with questions or concerns; or
c. Dealing with social service agencies legal representatives or aiding individuals in navigating housing social financial or health problems or application systems; or
3. A satisfactory combination of education and/or experience equivalent to 1 or 2 above. College education may be substituted for the experience in 2 above on the basis that 30 semester credits from an accredited college or university may be substituted for each year of required experience. However all candidates must have at least a four year high school diploma or its educational equivalent.
Special Note
Work experience which provides only incidental opportunities to perform the job duties as described in 2a 2b and 2c above are not acceptable for meeting the minimum qualification requirements.
Additional Information :
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
