Adult Medicaid Trainer and Quality Assurance (IMC III)

Quality Assurance / NCFast Support - Income Maintenance Caseworker III

Within this position employees are responsible for providing quality assurance, technical expertise and training across Economic Services, specifically to the Adult Medicaid division. Through knowledge of Economic Services and Income Maintenance Programs are required and employee will be actively working with cases within the NC Fast system acting as a liaison between the agency and the NC Fast Help Desk.

Responsibilities

• Evaluating case records, benefit amounts and communication with customers to ensure proper procedure is followed in the delivery of customer benefits.
• Planning and conducting multiple training curriculums to include emerging trends found through quality assurance reviews and OSS troubleshooting.
• Maintaining awareness of policy changes across all public assistance programs with Economic Services.
• Acts as an over the shoulder support employee by assisting customers and employees with troubleshooting problem cases in NC Fast System.
• Advising and directing staff on policies and regulations of income maintenance program(s) and NCFAST.

Qualifications

Accountability - Ability to accept responsibility and account for his/her actions.
Accuracy - Ability to perform work accurately and thoroughly.
Advocacy - Taking action to represent and advance interests of others by presenting facts and details.
Analytical Thinking - Ability to give thought and consideration to data for a logical judgment to be made.
Communication, Oral - Ability to communicate effectively with others using the spoken word.
Communication, Written - Ability to communicate in writing clearly and concisely.
Concentration, Ability to concentrate on tasks through many distractions.
Conflict Management - Ability to be objective and empathic while maintaining self-composure and control of the conversation ensuring proper handling of all comments.
Customer Oriented - Ability to take care of the customers' needs while following company procedures.
Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
Investigative - Ability to inquire intensively into and seeking to expose a malpractice or controversial issue.
Judgment Ability to use good judgment and discretion as it relates to interpreting policies and procedures.
Leadership Ability to mobilize people, create vision and strategy and uphold integrity in assigned work.
Multi-tasker Ability to multi-task in a fast-paced environment.
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
Relationship Building - Ability to effectively build relationships with customers and co-workers.
Safety-Minded Creating a safe work environment; managing risks; reducing exposure liabilities.
Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

Skills & Abilities

Education & Experience: Graduation from a four-year college/university; or graduation from an accredited associate degree program in Human Services Technology, Social Services Associate, Business Administration, or a closely related curriculum; or graduation from high school with three years of paraprofessional, clerical, or other public contact experience which includes negotiating, interviewing, explaining information, the gathering and compiling of data, the analysis of data and/or the performance of mathematical or legal tasks; or graduation from high school and two years of paraprofessional, clerical or other public contact experience which included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data and/or performance of mathematical or legal tasks with at least one year of such experience being in an income maintenance program; or an equivalent combination of training and experience.

To qualify for the Income Maintenance Caseworker III position in addition to the experience noted above, candidate must have at least two years of additional experience as an Income Maintenance Caseworker.

Computer Skills: Prior experience with Microsoft Windows suites of products.

License/Credentials: Possession of a valid NC driver's license.

Additional Position Information : All DSS positions are subject to reallocation contingent upon funding, agency needs and client population and are subject to perform work during emergency or disaster situations as required and may be required to staff shelter overnight.

PHYSICAL DEMANDS:
N (Not Applicable) Activity is not applicable to this position.
O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)
F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)
C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)

Physical Demands

Stand F
Walk O
Sit F
Manually Manipulate F
Reach Outward O
Reach Above Shoulder O
Climb O
Crawl N
Squat or Kneel O
Bend O
Talk/Hear C

Lift/Carry
10 lbs. or less O
11-20 lbs. O
21-50 lbs. O
51-100 lbs. N
Over 100 lbs. N

Push/Pull

12 lbs. or less O
13-25 lbs. O
26-40 lbs. O
41-100 lbs. O
See C
Taste/Smell N

Other Physical Requirements
Vision (Near, Distance, Peripheral)

Work Environment
Standard office setting. Employees are frequently subject to working with agitated clients, heavy workloads and compressed time frames.