Customer Service Advocate

49,700/yrPosition ObjectiveTo provide support to Information & Eligibility and Data Services by being the primary point of contact for customer service, client benefits and data related issues. It is anticipated that all issues brought to the attention of this position require an immediate response to the originator within specified timeframes.Primary customer service point of contact for benefit and data support issues including but not limited to Social Security card applications, Youth Credit Checks, Medicaid/PCP/HMO Issues.Research and resolve data services and client benefit questions and inquires being the go between for internal departments and external customers as appropriate.Track and maintain Department of Juvenile Justice involvement for youth in care.Complete immediate responses to inquiries acknowledging we have their inquiry and that we intend to have a solution within 24 hours.Maintain frequent communication with internal staff regarding changes to case data and eligibility including but not limited to IES, Records Room, Adoption, GAP, Youth Services and Operations staff.Accurately enters required program information adhering to strict deadlinesObtains and maintains appropriate eligibility documentationCompletes applications for Medicaid and Federal/State FundsMaintains open communication with Protective Investigators and Case Managers responsible for supervising cases of children in care, obtaining information on income, household composition and family resources in order to determine eligibilityQueries systems to access specific information for distributing weekly/monthly reports to case management and senior management staffParticipates and documents CTS staffing's.Distribute and review reports and complete routine data validation activities.Assist in training Information & Eligibility Specialists on new policies and procedure.Assist in Federal Funding Eligibility Monitoring Reviews.Special projects for the department as assigned.Participates in the agency strategic plan & quality improvement processes.Ability to safely & successfully perform essential job functions consistent with the ADA, FMLA, & other federal, state, & local standards, including meeting qualitative & quantitative productivity standards.Ability to maintain reasonably regular, punctual attendance consistent with ADA, FMLA & other federal, state, & local standards.Ability to comply with all personnel policies & procedures.We understand the importance that every provider, parent, and employee plays in the success of our mission to protect and inspire every child, every day. An essential function of all employees is to provide excellent customer service by being professional and respectful in all interactions each and every day.

Two years' experience in the child welfare fieldProficiency in Microsoft Word and ExcelPreferred:Experience in a non-profit organizationExperience with ARGOSThorough knowledge of state SACWIS system (FSFN)Experience in FLORIDAExperience in FMMISExperience with Florida MedicaidExperience with Title IV-E and TANF EligibilitySkillsRequired:Strong customer service skillsGood organizational skillsAbility to work with strict deadlinesAbility to work effectively in a team environmentAble to break down problems and information in order to systematically identify the cause of problems or make recommendations; organize information for analysis.Excellent verbal and written communication skillsAbility to manage multiple tasks and conflicting prioritiesProficient MS Excel skillsAbility to read and interpret legal documents to arrive at appropriate analyses of needsAbility to interpret and follow operating proceduresKnowledgeable in Web Based ApplicationsWork effectively with and show sensitivity to cultural differences and various socio-economic backgrounds of others.protect confidential information; Special ConditionsThorough Background Screening upon hire including FBI, FDLE, Local Law check, Employment Reference check, DMV check, Criminal Records check, Social Security Trace & Drug Screening. Travel- local: 35% per week, long-distance: 5% per monthFamily Partnerships of Central Florida is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Requests for Auxiliary Aids for Hearing Impaired or Limited English Proficiency Candidates may be made with a minimum of five (5) days notice to C.