Job Description
Job Title:
Eligibility Specialist
Job Family:
Administrative
Department/Group:
Operations
Job Code/ Req#:
5229/B18
Location:
El Paso, TX
Travel Required:
Some travel in WSB region (West Texas) and state.
Level/Salary Range:
$43,000 - $48,000
Position Type:
Full Time, Exempt, Remote Position – Texas Resident
Job Description
Workforce Solutions Borderplex is one of 28 public workforce development boards in Texas serving the six-county Borderplex region.
We are a non-profit opportunity incubator, personalizing the career path and connecting the right people to the right positions. With the tools, programs, and services we provide, we know you can do anything you put your heart into. Our organization and its initiatives have been recognized and awarded by the Texas Workforce Commission for our innovative approach to assisting employers and job seekers.
WSB serves in the spirit of community support. What we do is so important, but we don’t do it alone. We serve the regional business community. Our mission is to help them grow stronger so they can create better jobs. We also prepare people to fill those jobs and achieve a sustaining and fulfilling career.
WSB exhibits a growth mindset. We seek individuals who buy into this mission and lead by example by being good stewards of our financial resources, work efficiently to stretch our resources, and support the organization and its community partners so we can collectively elevate the regional economy. Our values include transparency, innovation, accountability, research- driven, impact-driven, integrity, collaboration, and empathy. Join this high-performing team and support a thriving regional economy!
SUMMARY/OBJECTIVE
Dedicated and detail-oriented Eligibility Specialist focused on delivering comprehensive eligibility assessments and providing case management throughout the eligibility period. Skilled in coordinating internal and community partner referrals, ensuring high-quality customer service, and monitoring customer experiences to achieve optimal response times. Committed to maintaining compliance and quality standards with an error rate of 5% or below (measured monthly). Proven ability to contribute to the success of organizational objectives through effective management and process improvement.
Role And Responsibilities
Depending on organizational needs, may:
- Conduct thorough eligibility assessments to determine customer qualifications for various programs and services.
- Regularly review program eligibility criteria and apply new standards accordingly.
- Manage a caseload by maintaining regular communication with clients throughout the eligibility process.
- Collect and verify necessary documentation, ensuring accuracy and compliance with regulatory requirements.
- Coordinate referrals to internal departments or community partners based on client needs and program guidelines.
- Provide guidance and support to clients, helping them navigate the application process and addressing any concerns.
- Monitor customer service quality by responding to client inquiries in a timely manner and resolving issues effectively.
- Ensure all cases comply with relevant laws, regulations, and policies, conducting audits to maintain accuracy.
- Prepare detailed case reports and documentation for audits, reviews, and program monitoring.
- Collaborate with team members and management to improve processes and enhance customer experience.
- Participate in training and development opportunities to stay updated on program changes, policies, and best practices.
- These duties reflect the comprehensive role of an Eligibility Specialist in managing client cases, ensuring compliance, and providing excellent customer service. Workforce Solutions Borderplex reserves the right to add, modify, or remove duties as program, regulations, or organizational demand evolves.
Experience And Education Requirements
A post-secondary degree in humanities, business administration, public administration, education, or human resources is preferred. An equivalent combination of education and experience of 1-2 years of relevant experience will be considered. KNOWLEDGE, SKILLS, ABILITIES
Must have exceptional attention to detail.
- Understanding of Program Eligibility Criteria – In-depth knowledge of federal, state, and local eligibility requirements for various programs.
- Familiarity with Compliance and Regulatory Guidelines – Expertise in maintaining compliance with applicable laws, regulations, and organizational policies.
- Knowledge of Case Management Practices – Strong grasp of case management principles and processes, including referrals and follow-ups.
- Analytical and Critical Thinking Skills – Ability to assess client information and documentation to make accurate eligibility determinations.
- Communication Skills – Strong written and verbal communication to interact effectively with clients, team members, and external partners.
- Customer Service Skills – Ability to provide quality customer service, resolve issues, and maintain a client-centric approach.
- Organizational Skills – Excellent time management and organizational abilities to handle multiple cases and meet deadlines efficiently.
- Attention to Detail – Meticulous in reviewing documents and maintaining accurate records to avoid errors and maintain compliance.
- Ability to Work Independently and as Part of a Team – Capable of managing individual responsibilities while collaborating with colleagues.
- Problem-Solving Ability – Skilled in identifying challenges in the eligibility process and implementing solutions to improve outcomes.
JOB SPECIFIC COMPETENCIES
- Attention to Detail: Ensures information is complete and accurate; follows up with others to ensure that agreements and commitments have been fulfilled.
- Data Gathering & Analysis: Seeks or collects and synthesizes information from a variety of stakeholders and sources in an objective, unbiased manner to reach a conclusion, goal, or judgment and to enable strategic and leadership decision-making.
- Problem Solving: Identifies problems and uses logic, judgment, and data to evaluate alternatives and recommend solutions to achieve the desired organizational goal or outcome.
- Decision making: Obtains information and identifies key issues and implications to make informed and objective decisions.
- Decision Quality: Makes sound decisions that take into account objectives, risks, implications, and agency and governmental regulations
- Adaptability: Adapts quickly to change and easily considers new approaches.
- Innovation: Develops new insights into situations and applies different and novel solutions to make improvements.
- Program Management: Designs, implements and manages multiple or ongoing programs/projects, and directs the related resources, personnel and activities
GENERAL/ORGANIZATIONAL COMPETENCIES
- Quality/Compliance: Achieving a standard of excellence with our work processes and outcomes, honoring University policies and all regulatory requirements
- Customer focus: Striving for high customer satisfaction, going out of our way to be helpful and pleasant, making it as easy as possible on the customer rather than our department or the University
- Communication: Balancing listening and talking, speaking, and writing clearly and accurately, influencing others, keeping others informed
- Initiative: Taking ownership of our work, doing what is needed without being asked, following through
- Efficiency: Planning ahead, managing time well, being on time, being cost-conscious, thinking of better ways to do things
- Integrity/Transparency: Upholds social, ethical, and organizational norms and values; firmly adheres to codes of conduct and ethical principles; behaves consistently and is open, honest, and trustworthy; acts without consideration of personal gain.
Additional Notes
Must possess a valid driver’s license and meet requirements to be included as an authorized driver on the Workforce Solutions Borderplex Commercial Package Policy as stipulated by the insurance carrier. Successful clearance of local and/or state background checks.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice based on business needs.
EEO/ADA
Workforce Solutions Borderplex provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.