Overview
The Eligibility Case Worker (ECW) is a pivotal role within the operation who receives and reviews applications for childcare benefits from residents of the state, conducts data entry on the submitted information, and assesses the applicant’s conformance to state policy. The EWC will use policy documents to request additional information from applicants as needed and ensure that the application is complete before rendering an eligibility decision using the provided system. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources. All transactions must be conducted accurately, courteously, and in a timely manner.
Key Tasks
- Perform data entry into the system on applications received via mail, fax, or web
- Review all submitted documentation to substantiate the person’s benefit application based on state policy. In instances where additional documentation is required, make a request to the applicant using the system
- Conduct benefits authorization reviews using a checklist to ensure application completeness prior to executing a benefits determination
- Generate benefit vouchers for approved applicants, then perform data entry on those vouchers when submitted by an eligible beneficiary
- Perform research within other systems to resolve customer inquiries, such as identifying a person’s case status and any missing information associated with their case
- Make outbound calls as necessary based on business needs
- Document interactions using a provided Customer Relationship Management (CRM) system
- Maintain a high degree of quality with each transaction as measured by quality review audits
- Follow-up established escalation process for transactions requiring more investigation and/or a higher level of support
- Use frequently asked questions (FAQs) and knowledge articles to ensure all actions are formed consistently and in line with policy
- Maintain up-to-date knowledge of policies and procedures as applicable
- Adhere to published schedule according to attendance guidelines
- May be required to work some evenings, weekends, and holidays with advanced notice
- Perform other duties as assigned
Qualifications and Skills
Education:
- High School diploma or GED required
- Bachelor’s or Associate’s degree preferred
Experience:
- One-year document processing or benefits determination experience preferred
Skills and Abilities
- Must be able to read and speak English clearly, professionally and fluently
- Excellent listening and human relations skills
- Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
- Strong typing and writing abilities
- Ability to respond appropriately to changing situations
- Proven ability to work as a team member
SQN Systems, Corp. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.