Job Description

Customer Service Representative 2

  • 508606
  • Full-time


Arizona Health Care Cost Containment System
Accountability, Community, Innovation, Leadership, Passion, Quality, Respect, Courage, Teamwork

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.

AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona. 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.

Come join our dynamic and dedicated team.

Customer Service Representative 2

Job Location:

Address: Reporting to either the Tucson or Phoenix Office

Posting Details:

Salary: $30,472

Grade: 15

Open until filled: 1st review of resumes on (06/13/22)

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 for either the Office of Communication, Advocacy, & Resolution & Enrollment (OCARE) or the Centralized Support Unit (CSU). This position supports Division of Member and Provider Services (DMPS) operations by working directly with customers, researching case or customer data, reviewing information received, scanning, and entering data using various computer applications. As well as assisting office personnel with case information by identifying complex problems through research, analysis and decision-making skills and finding the correct resources for resolution. Handle call center calls, answer questions, respond to email escalations or complete problem reports or referrals. Contact other outside agencies such as DES or SSA via email when discrepancies are identified. Major duties and responsibilities include but are not limited to:

* Resolve problems, report discrepancies and customer issues. Following research with oral and written communication, updating systems and documents to ensure all actions taken.

* Interact with customers in-person, on the telephone, in a call center or via email. Route customer inquiries to the proper DMPS employee or resource and make appropriate referrals when necessary. Handling incoming calls within the established call center guidelines. Support all AHCCCS programs.

* Conducts research and takes action on the most complex case discrepancies utilizing multiple and computer information systems to obtain the information necessary to further quantify the problems and to determine what action or actions need to be taken to correct the discrepancies.

* Process incoming and outgoing regular mail and emails. Send out notices for hearings, Requests For Information (RFI), Voter Registration forms and packets that go to DES/DDD. Collect data from sources when applicable and register applications. Review all documents to make sure they are complete & accurate, needed for eligibility determinations, and then route appropriately. Prepare, scan and validate documents for DocuWare. Input and sort the proper documentation in HEAplus.

* Reads, reviews and applies knowledge of AHCCCS and departmental policies, rules and procedures when working discrepancies to ensure compliance. Keeps current on new policies and procedures.

* Team resource to answer policy, procedural or systems related questions and helps develop desk level procedures for researching and resolving discrepancies.

* Maintain various data logs. In field office locations, log and monitor State vehicle usage. Coordinate maintenance and repairs with ADOT and central AHCCCS office. Coordinate physical office maintenance.

* Actively participate in the Arizona Management System (AMS) initiative within the unit, division and agency. Creating and embracing a culture of teamwork supporting the agency, division and office visions, values, goals, and AMS efforts.

* 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.


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

* Prior healthcare experience a plus but not required.
* Bilingual is a plus but not required.

Pre-Employment Requirements:

* Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees.

* Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.

* Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.) AND have an acceptable driving record for the last 39 months including no DUI, suspension or revocations and less than 8 points on your license. If an Out of State Driver License was held within the last 39 months, a copy of your MVR (Motor Vehicle Record) is required prior to driving for State Business. Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.


Among the many benefits of a career with the State of Arizona, there are:
-10 paid holidays per year
-Paid Vacation and Sick time off (12 and 13 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
-A top-ranked retirement program with lifetime pension benefits
-A robust and affordable insurance plan, including medical, dental, life, and disability insurance
-Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
-RideShare and Public Transit Subsidy
-A variety of learning and career development opportunities
-Opportunity to work 100% virtually or remotely on an ad-hoc basis (home office)

By providing the option of a full-time or part-time virtual/remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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


Lifetime Pension Benefit Program
Administered through the Arizona State Retirement System (ASRS)
Defined benefit plan that provides for life-long income upon retirement.
Required participation for Long-Term Disability (LTD) and ASRS Retirement plan.
Pre-taxed payroll contributions begin after a 27-week waiting period (prior contributions may waive the waiting period).

Deferred Retirement Compensation Program
Voluntary participation.
Program administered through Nationwide.
Tax-deferred retirement investments through payroll deductions.

Contact Us:

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing
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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