Access Specialist

The ACCESS GI Specialist is a client-focused position serving English- and/or Spanish-speaking San Diego County residents, providers, and agencies with questions or needs related to Family Resource Center programs and services. ACCESS GI Specialists are experienced eligibility workers trained in CalWORKs, CalFresh, and Medi-Cal programs. ACCESS Agents complete eligibility determinations, take application requests, reschedule appointments to obtain benefits, and update existing case information.

Handle at least 75 calls per day from clients seeking information on the primary County benefit programs including CalFresh (Food Stamps/SNAP), Medi-Cal and CalWorks.

- Serve English- and/or Spanish-speaking callers in a professional manner and treat all callers with respect.

- Maintain accurate records of services requested and provided, utilizing database and MS Office systems.

- Follow required protocols in delivery of the service and documentation of the contact.

- Accurately document (in English) all client interactions in operating systems.

Provide callers with appropriate information, pre-screening and/or referral within four (4) minutes of answering the call.

- Use active listening, empathy and conversational intent in all interactions to provide high-quality confidential assistance for all clients.

- Ask the English- and/or Spanish-speaking caller necessary questions to identify, analyze and respond to needs.

- Provide English- and/or Spanish-speaking callers with accurate information in a clear and concise manner.

- Maintain control of the call to ensure handle time is kept under the required time.

- Promote community services to callers when appropriate to encourage use of eligible services.

Maintain monthly average client satisfaction rating of 90% as determined by random client satisfaction surveys and call monitoring activities.

- Utilize effective customer service skills to ensure the highest level of client satisfaction with the service.

- Utilize recognized professional and agency standards in achieving the goal of resolution of the caller’s problems.

- Strive to provide first-contact resolution by addressing each client’s needs to the best of agent’s ability.

- Seek coaching and feedback opportunities to identify how own results can be improved.

This role is full-time, Monday-Friday and pays $14/hour.

  • Apply with Adecco

Reference number US_EN_99_020641_360285