Associate Eligibility Specialist - Call Center

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Job Posting Closes at 11:59PM on:

10/25/26 Division:

Community Assistance Division Management Level:

Individual Contributor Scheduled Weekly Hours:

40 Benefit Eligibility:

This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

Description:

JOB DESCRIPTION SUMMARY:

Jefferson County invites you to apply for the Call Center Associate Eligibility Specialist position. This is an opportunity to make a difference in your community by helping individuals and families get the help they need through public assistance programs. You will be part of a supportive, team-focused environment where providing excellent customer service is a priority.

As a Call Center Associate Eligibility Specialist, you will be one of the first people customers speak with when they call Human Services for help with programs such as Medicaid, SNAP (food assistance), and other benefits. You will answer questions about benefits, applications, renewals, and case status. You will also help customers understand what documents they need to provide, what steps to take next, and where to find additional help, You will regularly assist customers who may be facing difficult situations or feeling stressed, frustrated, or upset. You must be able to remain calm, patient, respectful, and professional during these conversations over the phone.

We are looking for individuals who are patient, dependable, organized, and comfortable working in a busy Call Center. You should be able to communicate clearly, pay close attention to details, solve problems, and use multiple computer systems. Strong writing skills are especially important, as you will be responsible for keeping clear, accurate, and detailed notes about customer interactions and communicating information in writing.

This is primarily a desk-based position that requires sitting for extended periods of time while answering phone calls, using a computer, and documenting customer interactions. You should be comfortable spending much of your workday on the phone and computer while managing a steady volume of customer calls.

SCHEDULE :

This position will work remotely, four days a week from 7:00am – 5:30pm (Monday-Thursday). You will be asked to come on-site for required in-person meetings, training and occasional technical support.

COMPENSATION :

Hiring Range: $22.00-$23.00 USD Hourly

Compensation will be determined based on education, experience, and skills.

*Please note that you must be a Colorado resident at the time of hire to be considered for this position*

BENEFITS:

Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental and vision insurance, paid time off and holidays, retirement matching, wellness programs, tuition reimbursement, flexible schedules, remote work options and more. For more information, click Here for our Total Rewards summary.

As an employer of choice, we hope you will feel welcome here. The inclusive environment and culture of dignity and respect are what makes this organization so unique. We appreciate that staff uphold our mission and help provide opportunities for our customers to succeed.

ESSENTIAL DUTIES:

The Eligibility Specialist Associate is responsible for :

Answer high-volume inbound calls from customers regarding public assistance programs, benefits, and case-related questions.

Review customer cases in Colorado Benefits Management System (CBMS) and other systems to provide accurate information regarding case status, eligibility requirements, notices, interviews, and verification requests.

Triage customer needs and determine appropriate next steps, including routing calls, scheduling appointments, or referring cases to the appropriate program area or staff member.

Educate customers on Human Services programs, application processes, required documentation, timelines, and available county or community resources.

Document all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.

Provide professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.

Maintain productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.

Assist customers with navigating online systems and completing processes related to benefits and services.

Send follow-up communications to customers as needed regarding verification requests, documentation, or case clarification.

Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to support timely and accurate customer service delivery.

Maintain confidentiality and handle sensitive customer information in accordance with county, state, and federal regulations.

Perform other duties and responsibilities as assigned.

Qualifications:

Research shows that women and other underrepresented and historically marginalized groups tend to apply only when they check every box in the posting. If you are reading this and hesitating to click “apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Minimum Qualifications:

High school diploma or equivalent certificate required

Preferred Knowledge, Skills and Abilities :

Minimum one year of work experience in a high-volume customer service or call center environment.

One or more years of experience in determining eligibility for public assistance programs such as Medicaid and SNAP utilizing the CBMS

Bilingual skills preferred.

Experience using de-escalation techniques with customers experiencing stress or crisis

Experience entering and maintain accurate information within complex computer systems or databases.

Commitment to serving the community with empathy, professionalism, and a customer centered approach aligned with the mission, vision, and values of Jefferson County Human Services.

Skills, attributes, and that would lead to success in this role include:

Customer Service and Conflict Resolution: Ability to effectively manage difficult or emotionally charged customer interactions while demonstrating professionalism, empathy, patience, and composure.

Policy Knowledge and Critical Thinking: Ability to understand, interpret, and accurately apply county, state, and federal policies, procedures, and regulations related to public assistance programs while exercising sound judgment and problem-solving skills.

Attention to Detail and Accuracy: Strong attention to detail and commitment to accuracy when navigating multiple computer systems, documenting customer interactions, and entering or updating case information.

Communication Skills: Excellent verbal and written communication skills, including the ability to clearly explain complex program requirements and processes to customers with diverse needs and backgrounds.

Organization and Adaptability: Ability to manage competing priorities, meet performance expectations and deadlines, and adapt to frequent changes in policies, procedures, and operational demands within a fast-paced, high-volume Call Center environment.

ADDITIONAL REQUIREMENTS:

Driver’s License: Positions that require driving on County business in either a county or personal vehicle require a valid Colorado’s driver’s license within 30-days of hire or beginning to serve as an intern or volunteer.

Pre-Employment Screening: Offer of employment is contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references for all positions.

Accommodations Statement : We encourage people with disabilities to apply and are committed to providing r