JOB SUMMARY
This position is responsible for determining initial eligibility, ongoing eligibility, and case management for a variety of benefit programs, including but not limited to: Health First Colorado (formerly Medicaid), Food Assistance/SNAP, Colorado Works, Adult Financial, and Long-Term Care.
ESSENTIAL JOB FUNCTIONS
Assists customers in completing applications and forms and obtaining necessary documentation regarding benefit program eligibility.
Interviews customers of diverse socioeconomic backgrounds and temperaments using a variety of interviewing techniques to obtain and verify information needed to determine eligibility; interaction with applicants and recipients may be at times challenging.
Reads and deciphers a wide variety of information such as paycheck stubs, self-employment ledgers, tax documents, life insurance policies, annuities, Social Security benefits, trusts, etc.
Researches information provided by customers by contacting customers and collateral contacts to verify information and clarify data discrepancies.
Processes applications, redeterminations, and performs other tasks assigned within established time frames using the Colorado Benefits Management System (CBMS) and other data systems.
Performs detailed data entry, reads and analyzes information on computer screens; computes and authorizes benefits based on eligibility criteria, Federal and State regulations.
Answers calls and performs other administrative duties.
Possesses and maintains a thorough and updated working knowledge of all State and Federal economic security program regulations, county practices, CBMS, and community resources.
Explains programs' benefits, requirements, procedures, and eligibility determinations to customers.
Conducts fraud investigations, completes reports, establishes claims, and recovers funds.
Prepares cases for court and administrative hearings and presents them at such hearings.
Establishes and maintains multiple case files through regular updating, reviewing information, and documenting all contacts with customers.
Manages and organizes a large caseload, ensuring accuracy levels and processing timeframes meet Federal and State regulations.
Assesses the customers' needs for other services and makes referrals to other agencies and resources in the community as needed.
Works together with outside agencies and community partners to provide adequate assistance to clients.
Assists with the training of co-workers and provides shadowing opportunities for the same.
Attends staff meetings, trainings, and conferences as needed.
Adjusts to new work processes to ensure accurate delivery of benefits.
Handles confidential and sensitive information on a daily basis.
Performs other related job duties as assigned.
QUALIFICATIONS
Education and Experience:
High school diploma or general education diploma (GED); and two (2) years of responsible office experience in a contemporary computerized environment, which included considerable public contact responsibilities; or an equivalent combination of education and experience.
Special Qualifications:
A valid State of Colorado driver's license is required at the time of hire and must be maintained as a condition of employment. The position requires occasional travel within the County, as well as travel outside the County for meetings and seminars, which may involve overnight stays.
Preferred Qualifications:
Work experience with public assistance benefits
Bilingual in Spanish
Knowledge, Skills, and Abilities:
Ability to learn and apply complex rules and regulations.
Ability to learn more than one complex computer system.
Skill in administrative tasks and interpersonal communication.
Ability to manage time efficiently, prioritize tasks, and thrive with multiple strict deadlines.
Ability to diffuse and de-escalate situations with dissatisfied customers.
Ability to follow directions, established procedures, rules, and regulations.
Ability to adapt to a lot of changes and work in a fast-paced environment.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to effectively take notes, write reports, and business correspondence.
Ability to effectively communicate, present information, and respond to questions from groups of managers, clients, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to efficiently apply critical thinking and a variety of problem-solving skills to make sound and prudent judgements, to identify issues, propose and implement solutions, and evaluate their effectiveness.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to maintain confidentiality in matters so requiring.
Ability to establish and maintain effective working relationships with fellow employees, supervisors, the public, and other County and other agency officials.
PHYSICAL DEMANDS
The work is sedentary work that requires exerting up to 10 pounds of force occasionally, and/or a negligible amount of force to move objects. Additionally, this position also requires the ability to move about inside the office, sit, talk, and hear; use hands to finger, handle, or feel and reach with hands and arms; stoop, kneel, crouch, or crawl; use close vision, and to adjust focus.
WORK ENVIRONMENT
The noise level in the office work environment is usually moderate.
Pressure due to high workload volume and strict deadlines.
Employees may occasionally be required to manage confrontational interactions with individuals expressing dissatisfaction with a particular situation or circumstance.
Location
May be eligible for occasional telecommute work upon approval.
May be required to travel to the satellite office in Walden, Jackson County.
May be required to meet clients at different locations outside the office.
WORK HOURS
Monday-Friday 8:30 am-5:00 pm. Occasional overtime work may be required.
BACKGROUND CHECK REQUIREMENT
Criminal background check
Employment verification
PROBATION PERIOD
3- 6 months
