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Texas Works Advisor ICompany Health & Human Services Comm
Location Austin, TX
Update 9 Day ago
Essential Job Functions:
Maintains a regular and predictable work schedule, especially during critical work days (Mondays/Tuesdays). Interviews clients or authorized representatives to gather information to determine eligibility for benefits. Conducts On Demand interviews via inbound call process to determine or verify eligibility or continued eligibility and benefit level. Inbound calls for On Demand interviews received Monday-Friday from 8:30am to 4:30am. Processes changes to client status, overpayments, and adjusts or restores benefits. Obtains, verifies, and calculates income and resources to determine client financial eligibility. Conducts collateral calls via conference line to obtain verification for On Demand interviews. Documents case records using automated equipment to form a record for each client. Communicates on an intermediate level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Perform other duties as assigned. Must be able to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon. Must be able to work in a highly stressful and fast pace environment, under constant pressure to meet required deadlines, call service times, call wait times, call abandonment rates, standards, and thresholds.
Knowledge Skills Abilities:
- Knowledge of interviewing techniques to obtain highly personal information makes inquiries, and resolve conflicting statements. • Ability to perform basic arithmetic functions, including using decimals and computing percentages. • Ability to maintain effective working relationships with others. • Ability to listen to clients, elicit, relate and evaluate information; and interpret terms. • Ability to complete work within specified deadlines. • Ability to read, understands, and applies a variety of interrelated instructions, such as those found in guidelines, regulations and policies. • Ability to establish priorities according to relative importance and deadlines; set goals; and manage time efficiently. • Ability to identify conflicting information provided by the clients or their authorized representatives. • Ability to operate computer equipment. • Ability to operate call center phone equipment • Skill in establishing and maintaining effective working relationships, including the ability to work with people under pressure, negotiate among multiple parties, and resolve conflicts. • Skill in organizing, prioritizing, writing, proofreading, editing, filing, record keeping, and interpersonal communication. • Skill in communicating effectively both verbally and in writing. • Ability to work in a dynamic fast pace and changing environment. • Ability to work in a Call Center Environment. • Ability and Skill to perform Data Entry. • Knowledge of computers and use of Internet, Microsoft Word, Excel and Outlook. • Knowledge of call center systems and use of call monitoring systems, (CMS, AVAYA, Verint, Insight, CenturyLink, TeleTech, etc
Initial Selection Criteria:
High School Diploma or GED equivalent required. Sixty (60) hours credit from an accredited college or university preferred. Two (2) years relevant work experience may be substituted for college credit. Bilingual (English/Spanish) skills preferred, not required. Current TIERS Knowledge preferred. Experience to indicate a general understanding of the knowledge, skills, and abilities needed to perform duties. Experience working in a call center environment with Call Monitoring Systems. Ability to work in a professional customer service environment required. Prefer experience in social service work: interviewing, counseling, public relations, loan processing, investigations; in the gathering of information; in programs which require applying complex policies to determine entitlements based on income; or in instructing, demonstrating, and interpreting policies to the public, clients, or others. Experience working with eligibility programs, for example SNAP (Food Stamps) or TANF (cash assistance), medical eligibility, or similar entitlement programs; and education that demonstrates possession of the knowledge, skills, and abilities necessary for job performance will be considered.
Additional Information: ReqID# 357163. Location of position to be filled: 1601 Rutherford Austin TX 78754 This position is included in a career track series. This position will be filled at the entry level Texas Works Advisor I / Salary Group B12. Persons hired into this position from outside the Health and Human Services Commission (including other HHSC agencies) are on initial probationary status for one year from hire date. This position career tracks to the Texas Works Advisor II / Salary Group B13 when tenure (one year from hire date) and performance requirements are met. Based on training requirements and previous program eligibility experience, former Office of Eligibility Services (OES) employees may be considered for rehire at the Texas Works Advisor II/Medicaid Eligibility Specialist II / Salary Group B13. Incumbents are automatically upgraded when tenure and performance requirements are met. Current Texas Works Advisor II/Medicaid Eligibility Specialist II / B13 applicants, if selected, will maintain current job classification and salary group. Please note that while the posted salary range for this position is $2,460.00 to $3,560.83, only former and current Health and Human Services Commission employees will be offered a salary above $2,460.08 monthly. Current employees promoting into this position will be offered a salary that meets Human Resources salary guidelines for promoting employees. Former employees may be offered a salary above $2,460.08 if they have recent Texas Works or MEPD eligibility experience. Recent experience includes any experience within one year prior to the application closing date. Applicants who are not current or former Health and Human Services Commission employees will be offered a salary of $2,460.08. Eligibility Operations Virtual Call Centers (VIC) normal hours of operation are from Monday-Friday 8:00 am - 5:00 pm. Inbound calls are enabled from 8:30am - 4:30pm Monday-Friday. Employees may be required to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends. Successful applicants must be willing to work in a highly stressful and fast pace environment, under constant pressure to meet required deadlines, call service times, call wait times, call abandonment rates, standards, and thresholds. Applicants may not have a history of substantiated fraudulent activity against HHSC or any programs it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment. The Texas Health and Human Services Commission is committed to hiring veterans and creating a work environment that values and retains the skills that service members bring to the job. A veteran is an individual who has served in *the Army, Navy, Air Force, Coast Guard, or Marine Corps of the United States or the United States Public Health Service under 42 U.S.C. Section 201 et seq., as amended; *the Texas military forces as defined by Section 437.001 of Texas Government Code; or *an auxiliary service of one of those branches of the armed forces; and *has been honorably discharged from the branch of the service in which the person served. Please Note that Military Occupations that relate to the initial selection criteria and registration or licensure requirements for this position may include 4COX1. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx. VETERANS: Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor’s Office by pasting this link into your browser: http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx. For more information on military occupational specialty codes, see the Military Crosswalk Guide. HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work. I-9 Form - Click here to download the I-9 form.
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
I-9 Form - Click here to download the I-9 form.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.