Job Description

Customer Service Rep 2 - Special Assistance Worker (SAW)

  • 502834
  • Full-time
  • Closing at: Nov 14 2021 at 23:55 MST


The Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid agency, is driven by its mission to deliver comprehensive, cost-effective health care to Arizonans in need. AHCCCS is a nationally acclaimed model among Medicaid programs, and a recipient of multiple awards for excellence in workplace effectiveness and flexibility. Among government agencies, AHCCCS is recognized for high employee engagement and satisfaction, supportive leadership, and flexible work environments, including remote work opportunities. With career paths for seasoned professionals in a variety of fields, entry-level positions, and internship opportunities, AHCCCS offers meaningful career opportunities in a competitive industry. AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona.

Customer Service Representative 2

Special Assistance Worker (SAW)

Posting Details:

Salary: $30,472 

Grade: 15

Closing Date: 11/14/2021

Job Summary:

The Division of Member Services (DMPS) is looking for a highly motivated individual to join our team as a Customer Service Representative 2 with a working title of Special Assistance Workers for the Office of Communication, Advocacy, & Resolution & Enrollment (OCARE). This position will be working to provide assistance with handling all requests for special accommodations in a call center environment via reports. The Special Assistance Workers (SAW) position provides dedicated focus on the needs of people with disabilities and will help customers who need assistance receiving alternative communications through AHCCCS. Major duties and responsibilities include but are not limited to:

Job Duties:

* Handle all requests for Special Accommodation. Including completing research in HEAplus using advanced skills and options, creating documents and PDFs as needed in alternative format to accommodate request.

* Maintain the Alternative Format Application workload in HEAplus.

* Answer SAW group calls and maintain the SAW group email address within established guidelines.

* Answer calls from the general public, providers and AHCCCS members within the established call center guidelines.

* Manage returned mail by opening, scanning and uploading the document to HEAplus and adding documentation to the account.

* Attend weekly SAW meetings in person and via teleconference.

* Actively participate in the Arizona Management System initiative within the unit, division and agency.

* Due to COVID-19 precautions the recruiting process has been adjusted to meet the standard health guidelines outlined by the State. Interviews will be conducted virtually and may also be by way of video conference utilizing a platform like Google Meet/Hangouts or WebEx.

Knowledge, Skills & Abilities (KSAs):

* Medicaid, general eligibility and enrollment criteria experience and overall services available through AHCCCS and DES.

* Customer service experience.

* Understanding or knowledge of Americans with Disabilities Act.

* Experience working in a call center environment.

Selective Preference(s):

* Six months experience in customer service or as a volunteer or internship.

* Prior healthcare experience a plus but not required.


At AHCCCS, we promote the importance of work/life balance by offering workplace flexibility and a variety of learning and career development opportunities. Among the many benefits of a career with the State of Arizona, there are 10 paid holidays per year, accrual of sick and annual leave, affordable medical benefits and participation in the Arizona State Retirement Plan.

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Contact Us:

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-417-4497.
Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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