What are the responsibilities and job description for the Vermont Healthcare Service Specialist III - Limited Service position at State of Vermont?
Overview
The Department of Vermont Health Access (DVHA)'s mission is to improve the health and well-being of Vermonters by providing access to quality healthcare cost effectively. We have three priorities that support us in moving our mission forward: Adoption of value-based payments, management of information technology projects, and operational performance improvement. Our department commits to executing our responsibilities and priorities while adhering to three core values: Transparency, Integrity and Service.
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 VTHSS 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 VTHSS 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. This position is funded through 06/30/2022, which may be extended.
Who May Apply
This position, Vermont Healthcare Service Specialist III - Limited Service (Job Requisition #20503) , is open to all State employees and external applicants. It is a Limited Service position, which is non-tenured and authorized for a specific period of time. Limited Service positions are established for specially funded projects or programs.
If you would like more information about the duration of this position or other details, please contact nathan.byrne@vermont.gov .
Please note that multiple positions in the same work location may be filled from this job posting.
Resumes will not be accepted via e-mail. You must apply online to be considered.
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.
Class Definition
The Vermont Healthcare Services Specialist III manages and maintains ownership of cases involving extensive interaction with customers. The VHSS III call center is highly skilled in the following: conducting detailed case research on complex information in multiple systems, interpreting historical records as they relate to policy and rules, written and verbal customer service communications that are often adversarial, and representing the State of Vermont to various professional organizations in pursuit of resolution of the case. The VHSS III call center team has a critical and lasting impact on a customer's overall experience in situations. The VHSS III consistently performs their respective functions adhering to four key practices of the Agency of Human Services: customer service, holistic service, strengths-based relationships and results orientation.
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
Bachelor's degree AND two (2) or more years of customer service experience in computer programs use, understanding of and explaining policies/procedures or rules/regulations and technical level experience in research/review of healthcare services or similar field, a technical level role that includes research and review of healthcare services or similar field.
OR
Associate's degree AND three (3) years or more of customer service experience in computer programs use, understanding of and explaining policies/procedures or rules/regulations and technical level experience in research/review of healthcare services or similar field, a technical level role that includes research and review of healthcare services or similar field.
OR
Four (4) years or more of customer service experience in computer programs use, understanding of and explaining policies/procedures or rules/regulations and technical level experience in research/review of healthcare services or similar field, a technical level role that includes research and review of healthcare services or similar field.
OR
Six (6) months or more of work experience as a VHSS II.
Preferred Qualifications
Experience within a call center environment.
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
Dental Plan at no cost for employees and their families
Flexible Spending healthcare and childcare reimbursement accounts
Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
Work/Life balance: 11 paid holidays each year and a generous leave plan; many jobs also allow for a flexible schedule
Low cost group life insurance
Tuition Reimbursement
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.
The Department of Vermont Health Access (DVHA)'s mission is to improve the health and well-being of Vermonters by providing access to quality healthcare cost effectively. We have three priorities that support us in moving our mission forward: Adoption of value-based payments, management of information technology projects, and operational performance improvement. Our department commits to executing our responsibilities and priorities while adhering to three core values: Transparency, Integrity and Service.
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 VTHSS 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 VTHSS 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. This position is funded through 06/30/2022, which may be extended.
Who May Apply
This position, Vermont Healthcare Service Specialist III - Limited Service (Job Requisition #20503) , is open to all State employees and external applicants. It is a Limited Service position, which is non-tenured and authorized for a specific period of time. Limited Service positions are established for specially funded projects or programs.
If you would like more information about the duration of this position or other details, please contact nathan.byrne@vermont.gov .
Please note that multiple positions in the same work location may be filled from this job posting.
Resumes will not be accepted via e-mail. You must apply online to be considered.
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.
Class Definition
The Vermont Healthcare Services Specialist III manages and maintains ownership of cases involving extensive interaction with customers. The VHSS III call center is highly skilled in the following: conducting detailed case research on complex information in multiple systems, interpreting historical records as they relate to policy and rules, written and verbal customer service communications that are often adversarial, and representing the State of Vermont to various professional organizations in pursuit of resolution of the case. The VHSS III call center team has a critical and lasting impact on a customer's overall experience in situations. The VHSS III consistently performs their respective functions adhering to four key practices of the Agency of Human Services: customer service, holistic service, strengths-based relationships and results orientation.
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
Bachelor's degree AND two (2) or more years of customer service experience in computer programs use, understanding of and explaining policies/procedures or rules/regulations and technical level experience in research/review of healthcare services or similar field, a technical level role that includes research and review of healthcare services or similar field.
OR
Associate's degree AND three (3) years or more of customer service experience in computer programs use, understanding of and explaining policies/procedures or rules/regulations and technical level experience in research/review of healthcare services or similar field, a technical level role that includes research and review of healthcare services or similar field.
OR
Four (4) years or more of customer service experience in computer programs use, understanding of and explaining policies/procedures or rules/regulations and technical level experience in research/review of healthcare services or similar field, a technical level role that includes research and review of healthcare services or similar field.
OR
Six (6) months or more of work experience as a VHSS II.
Preferred Qualifications
Experience within a call center environment.
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
Dental Plan at no cost for employees and their families
Flexible Spending healthcare and childcare reimbursement accounts
Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
Work/Life balance: 11 paid holidays each year and a generous leave plan; many jobs also allow for a flexible schedule
Low cost group life insurance
Tuition Reimbursement
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.