MEDICAID HELPLINE AGENT

Medicaid Helpline Agent

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 : 92-31 Union Hall Street, Queens, NY Hours / Schedule : M-F, 9 : 30am -5 : 30pm

Eligibility Specialist - 10104