Vermont Healthcare Service Specialist III

Overview The Department of Vermont Health Access (DVHA)'s Health Access Eligibility and Enrollment Unit (HAEEU) is seeking a qualified individual to join their dynamic call center team. The Vermont Healthcare Services Specialist III (VHSS III) has extensive interaction with customers addressing inquiries on complex issues via phone to assist with Healthcare eligibility, enrollment, and premium issues. The VHSS III works closely with Health Care Services Specialists, Support Services Specialists, and other contractors as needed to asses and fix errors on customer's cases. The VHSS III conducts, investigates, and researches health care cases and communicates via phone with professional partners including: Vermont Legal Aid and Care Providers. The VHSS III completes all work within strict time frames ensuring accuracy; they analyze and interpret legal rules and policies as they apply to the entire case, and assist in resolving system communication errors with Vermont Health Connect Partner's systems, based on the information discovered in the research. The VHSS III manages a diverse caseload that varies in complexity and volume throughout the year. The VHSS III also takes note of error trends that may contribute to VHSS III escalations, and looks for opportunities to improve information resources and business processes, in order to minimize customer and professional partner's issues caused by repetitive errors or misinformation, both human and system errors. Mission: The Department of Vermont Health Access (DVHA)'s mission is to improve Vermonters' health and well-being by providing access to high-quality, cost-effective health care. We have identified three priorities that support our mission: Advancing value-based payments, modernizing information technology infrastructure, and operational performance improvement. Our department commits to executing our responsibilities and priorities while adhering to three core values: Transparency, Integrity and Service. Diversity, Equity, and Inclusion: As part of our values of transparency, integrity, and service, we are committed to supporting diversity, equity, inclusion, and accessibility as part of our person-centered culture. We actively celebrate our colleagues' and future colleagues' different abilities, racial identity, sexual orientation, ethnicity, age, and gender. Everyone is welcome and supported here. Our State: Vermont is a "small but mighty" state. We are ranked as one of the top 10 states to raise a family in 2022. We are nationwide leaders for progressive social and educational policies. We are in Northern New England, 1.5 hours from Montreal and 3.5 hours from Boston. We have beautiful Lake Champlain, the Green Mountains, and year-round outdoor activities. Telework: The Department of Vermont Health Access (DVHA) supports a hybrid work environment. Upon hire, employees work with their supervisor to create a schedule that aligns with the business needs of the unit. We believe a hybrid work environment promotes autonomy and allows for increased flexibility and greater work/life balance. Who May Apply This position, Vermont Healthcare Service Specialist III (Job Requisition #50827), is open to all State employees and external applicants. If you would like more information about this position, please contact nathan.byrne@vermont.gov. Resumes will not be accepted via e-mail. You must apply online to be considered. Please note that multiple positions in the same work location may be filled from this job posting. AHS BACKGROUND CHECKS: Candidates must pass any level of background investigation applicable to the position. In accordance with AHS Policy 4.02, Hiring Standards, Vermont and/or national criminal record checks, as well as DMV and adult and child abuse registry checks, as appropriate to the position under recruitment, will be conducted on candidates, with the exception of those who are current classified state employees seeking transfer, promotion or demotion into an AHS classified position or are persons exercising re-employment (RIF) rights. Environmental Factors Duties are performed in a standard office setting. Some travel may be necessary, for which private transportation must be available. Stressful interaction with upset or emotional clients may occur. Staff workload may frequently be heavy. Work outside of typical business hours may be expected and incumbents might be required to appear in court, representing the State of Vermont. Minimum Qualifications Two (2) years of customer service experience using computer programs such as database management, CRM (Customer Relationship Management) software or Microsoft Office programs, or the ability to explain policies/procedures or rules/regulations. OR Six (6) months of work experience as a Vermont Healthcare Service Specialist I or II (VHSS I/II). Preferred Qualifications Experience within a call center environment Experience with research and review of healthcare services or similar field and processing work within a caseload management system In addition to the Knowledge Skills & Abilities in the Job Code Self motivated team player. Total Compensation As a State employee you are offered a great career opportunity, but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation, including: 80% State paid medical premium and a dental plan at no cost for employees and their families Work/Life balance: 11 paid holidays each year and a generous leave plan State Paid Family and Medical Leave Insurance (FMLI) Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan Tuition Reimbursement Flexible spending healthcare and childcare reimbursement accounts Low cost group life insurance Incentive-based Wellness Program Qualified Employer for Public Service Student Loan Forgiveness Program Want the specifics? Explore the Benefits of State Employment on our website. Equal Opportunity Employer The State of Vermont celebrates diversity, and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds, perspectives, and skills. The State does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, membership in an employee organization, family medical history or genetic information, or family or parental status. The State’s employment decisions are merit-based. Retaliatory adverse employment actions by the State are forbidden.