Job Description

Customer Service Representative 2

  • 516071
  • 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
Division of Member and Provider Services

Job Location:

Address: 801 E. Jefferson Street, Phoenix, Arizona 85034

Posting Details:

Open until filled: 1st review of resumes on date 03/13/2023

Salary: $33,519 

Grade: 15

This position may offer the ability to work remotely within Arizona based the department's needs and continual meeting of expected performance measures.  

Job Summary:

The Division of Member and Provider Services 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). This is responsible for 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:

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.
  •  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.
  •  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.
  •  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 Zoom.
Knowledge, Skills & Abilities (KSAs):


  •  Medicaid, general eligibility and enrollment criteria experience and overall services available through AHCCCS and DES.
  •  Customer service techniques.
  •  Experience working in a call center environment.
  •  Understanding or knowledge of Americans with Disabilities Act.


  •  The use of computers.
  •  Expectation technical, analytical, problem solving and decision-making skills.
  •  Interprets and utilizes complex rules and procedures.


  •  Complete heavy workload and special projects quickly and accurately.
  •  Quickly grasp changes and new policy procedures and rules.
  •  Understand multiple subsystems and to update system data accurately.


  •  One year of experience in a multifunctional customer service environment.


  •  Experience working in the medical eligibility, enrollment, claims processing or claims customer service. Bilingual (Spanish) a plus.
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 (13 and 12 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

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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