IT Customer Support Specialist II (Interfaces Support Specialist) / 61096757

Job Responsibilities

The Agency's mission is to be boldly innovative in improving the health and quality of life for South Carolinians.

This position is located in Information Technology Services, open to all SC Counties.

Are you the One? We are looking for an IT Customer Support Specialist II (Interfaces Support Specialist) who, under general supervision by the Interfaces Support Manager, reviews interface actions for correctness; resolves interface issues via assigned reports and tasks; acts as a Subject Matter Expert (SME) for assigned interfaces/functionality; and reports interface-related defects and concerns to management for escalation.

• Analyze and resolve MEDS report items and alerts relating to the Beneficiary Earnings Data Exchange (BENDEX), State Data Exchange (SDX), Buy-In, Enumeration Verification System (EVS), State Enumeration Verification System (SVES), Employment Security Commission (ESC), State Retirement System (SRS), Medicare Management Administration (MMA) interfaces. Research and take appropriate action on items on the DHEC Date of Death Report and MEDS Open Eligibles with Date of Death reports.

• Analyze and resolve Curam/CGIS tasks and report item relating to the Beneficiary Earnings Data Exchange (BENDEX), State Data Exchange (SDX), Buy-In, Employment Security Commission (ESC), State Retirement System (SRS), and Medicare Management Administration (MMA) interfaces.

• Provides quality customer service to users, co-workers, and stakeholders interacting with the Interfaces Support team.

• Develop and maintain knowledge of MEDS and Curam functionality and processes, as well as Medicaid policy/procedure, as it relates to job function. Acts as a SME on assigned interfaces/functionality. Participates in relevant professional development activities. Attends all mandatory meetings, trainings, and events as directed by supervisor and agency leadership. Maintains awareness of and complies with all agency policies, to include privacy, confidentiality, standards of conduct, performance, leave and compensation, vehicle use and travel, and financial controls.

• Prepare and submit weekly productivity reports, leave requests, timesheets, and other requested items timely.

• Perform other duties as assigned.

The South Carolina Department of Health and Human Services offers an exceptional benefits package for FTE and TGE positions that includes:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children.

• 15 days annual (vacation) leave per year.

• 15 days sick leave per year.

• 13 paid holidays.

• State Retirement Plan and Deferred Compensation Programs.

Minimum and Additional Requirements

A high school diploma and relevant experience in customer service, desktop support, helpdesk, application support, phone support, office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems, OR

An associate or bachelor's degree in a related field may be substituted for the required work experience.

PREFERRED: Customer service/helpdesk experience supporting Medicaid systems. Knowledge of SC Medicaid policies and procedures. Experience working with the IBM Cúram product.

Additional Requirements:

• Sitting or standing for long periods of time.

Preferred Qualifications

• Knowledge of Medicaid policy and procedure.

• Knowledge of Eligibility and Enrollment systems, including IBM Cúram, including troubleshooting and business processes.

• Ability to establish and maintain effective professional relationships.

• Ability to effectively communicate technical and non-technical information to personnel with varying skill and knowledge levels.

• Ability to exercise good judgment and discretion.

• Willingness to work in a call center with periods of high activity.

• Ability to quickly adapt to change in system, process, and/or environment.

• Will be direct contact for assistance from team members regarding overall helpdesk related issues.

• Six (6) months of experience working with Medicaid policy, process, or systems.

• Knowledge of SC-specific Medicaid policy and process.

• Experience working with the IBM Cúram product in a Medicaid/CHIP environment.

• Experience providing customer service or support via telephone, direct message, and e-mail.

Additional Comments

Please complete the State application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position. Supplemental questions are considered part of your official application for qualification purposes. All applicants must apply online. All correspondence from the Office of Human Resources will be through electronic mail.

The South Carolina Department of Health and Human Services is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.