Customer Service​/Call Center - Maintenance Specialist

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Customer Service/Call Center - Income Maintenance Specialist

The Division of Medicaid Services (DMS) is filling multiple Income Maintenance Specialist (IMS) - Call Center Customer Service Specialist positions at Milwaukee Enrollment Services (MilES) . MilES is located at 6055 N. 64 th Street, Milwaukee and UMOS 2701 S. Chase Ave., Milwaukee with free on-site parking and access to the bus line.

MilES serves residents of Milwaukee County to determine eligibility for Medicaid, Badger Care Plus, Food Share, and other income maintenance assistance programs.

• Top rated health plan options starting at $45/month for single plans and $111/month for family plans, after 2 months of state service.
• Several flex spending accounts: medical, dependent care, commuter, parking and High-Deductible Health Savings.
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.

Click here to see what working for the State of Wisconsin is all about!

This is a high-volume call-center environment, being on the phone a minimum of 6 hours and 45 minutes a day. As an IMS, you will provide information and referrals to Milwaukee County residents inquiring about available economic assistance benefits. High-volume case management duties are carried out over the phone or occasionally in person for applicants and/or recipients of:

• Medical Assistance
• Badger Care Plus
• Child Care
• Food Share
• W-2
• other economic assistance programs.

You must assess a range of factors to apply complicated federal, state, and local policies to accurately determine program eligibility. A variety of complex computer systems are used in determining program eligibility and in managing cases.

Excellent verbal and written communication skills are required when speaking with clients, reviewing documents, interpreting policies, and processing cases. Math and critical thinking skills are essential in this position.

Pay starts at $26.00 per hour and is based on experience, or the minimum at the time of appointment. A 12-month probation is required.

Pay for current or former state employees will be set based on the rules that apply to compensation for the applicable transaction. This position is classified as an Income Maintenance Specialist and is in pay schedule and range 12/64.

All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.

DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire. DHS is not an E-Verify employer nor a STEM-OPT eligible employer.

Note:
Newly hired IMS must successfully complete the paid training class. The hours of the training class are 8:00 am – 4:30 pm, Monday through Friday. The training class is in-person training, requiring on-site attendance five days per week at the 64th street office. Attendance in the training class is mandatory. No requests for time off will be approved during training.

Minimally qualified applicants will have all of the following:

• Experience providing customer service
• Experience collecting information and maintaining electronic records
• The ability to perform basic math calculations (addition, subtraction, multiplication, division)

Well-qualified applicants will also have experience in one or more of the following:

• Working in a call center
• Handling confidential or sensitive information securely
• Interpreting and applying policies in decision-making

For a guide on developing your resume and what should be included, .

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