Department of Economic Security
Providing Opportunity, Assistance and Care for Arizonans in need!
ARIZONA MANAGEMENT SYSTEM (AMS):
All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results. State employees are highly engaged, collaborative and embrace a culture of public service.
Customer Service Representative 1
Division of Benefits and Medical Eligibility
2601 Highway 95, Bullhead City, AZ 86442
The Division of Benefits and Medical Eligibility (DBME) is seeking an experienced, detail oriented and highly motived individual to join our team as a Customer Service Representative 1. This position prepares client eligibility documents, categorizes using bar-codes, scans, indexes, and uploads documents into the Family Assistance Administration's (FAA's) Document Management System via a computer terminal or Multi-Function Printer (MFP) and/or Health-E-Arizona plus system (HEAplus).
Receive documents from clients, validate the client's case number and categorize all scanned documents such as: identification, wages, child care, mortgage/rent, utilities, birth certificates, social security, insuring they are properly categorized for eligibility determination Set alerts, send appropriate notice and/or email, correct address in system, document CADO, scan, and validate returned mail.
Retrieve batches scanned and uploaded by field staff, index documents, and upload into FAA's Document Imaging System and/or HEAplus.
May assist in gathering data for performance related activities (productivity, quality, attendance, etc.) for staff by reviewing completed tasks working with the guidance of the supervisor.
Troubleshoot equipment malfunctions and contact the Centralized Document Services (CDS) Helpdesk or Resolution Center and monitor for resolution.
Identifies customers who do not need to see a Customer Service Representative or PSE or are just dropping off documents and notifies them of self-serve or drop-off options. May assist with making photocopies when lobby is not busy.
May act as lobby specialist or greeter assisting clients with inquiries and completion of documents; explain programs, forms, and operational processes; research and prepare documents to scan, scan and index documents utilizing Virtual Print Driver (VPD), FAA's automated system, a MFP providing a receipt to the customer or into HEAplus.
Answer the telephone, screen calls and refer to the appropriate person following administration and office/unit guidelines, may require translation services or bilingual speaking staff.
Pick-up returned mail from the Post Office, open and date stamp mail, sort, prepare, research FAA's automated system and/or HEAplus, prepare documents for scanning, bar-code or mass bar-code appropriate documents, set alerts and/or send emails if appropriate, scan, upload, and validate documents utilizing FAA's Document Imaging System and/or HEAplus. Ensure all documents are translated to English.
Key time into an automated system accurately and timely. Order supplies/forms and required items utilizing an automated system.
May serve as a lead to monitor or assist with monitoring of schedules, work-flow, assists with educating staff on work functions and/or prepare instructional materials, gather and compile data and submit reports accurately and timely.
KNOWLEDGE, SKILLS AND ABILITIES (KSAs):
Knowledge of imaging equipment (scanner, MFP, terminal, etc.), practices, and procedures.
Basic knowledge of program rules, regulations, policies and procedures.
Knowledge of office procedures and practices; and problem resolution techniques.
Knowledge of basic employee training methods and principles of learning.
Imaging practices and procedures to meet productivity and quality standards.
Good listening, oral, and written communication skills.
Negotiation and Problem resolution skills, establish and maintain effective working relationship skills.
Skill in scanning procedures and equipment.
Ability to operate a variety of office equipment (phone, computer, fax machine, scanner, etc.) and troubleshoot malfunctions.
Utilize office procedures and practices.
Ability to coordinate schedules and work-flow.
Ability to develop or enhance operating procedures to improve unit efficiency.
Ability to communicate accurately orally and in writing impacting work completion.
Ability to provide accurate program and operational information to client or customer.
Apply policies and procedures accurately and timely.
Ability to compile data and complete reports accurately and timely.
Bilingual English/Spanish speaking ability preferred.
High school diploma or GED preferred.
Have a current, valid Arizona State issued driver's license appropriate to the assignment. Employee is subject to driver's license record checks and must maintain an acceptable driving record, valid motor vehicle insurance and registration, and must complete any required training (see Arizona Administrative Code R2-10-207.12).
Employees may be required to use their own transportation; however, mileage will be reimbursed.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees
Be subject to a search of Child Protective Services Central Registry
Successfully pass background and reference checks. Employment is contingent upon completion of the above-mentioned process and the agency's ability to reasonably accommodate any restrictions
Travel is required for training and meetings, which may require an overnight stay
The Department of Economic Security offers a comprehensive benefits package to include:
Vacation with 10 paid holidays per year
Health and dental insurance
Life insurance and long-term disability insurance
Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
Positions in this classification participate in the Arizona State Retirement System (ASRS).
Please note, enrollment eligibility will become effective after 27 weeks of employment.
If you have any questions please feel free to call (520) 858-7162 for assistance.
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting the Staffing Unit [email protected] or 602-771-2870. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EEO/ADA Reasonable Accommodation Employer.
State Of Arizona