Job Description

Customer Service Representative 3

  • 524397
  • 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.

Client Advocate Customer Service Call Center Representative 3

Division of Member and Provider Services

Job Location:

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


Posting Details:

Salary: $36,608 

Grade: 16

Closing Date: Open Until Filled

Job Summary:

The Division of Member and Provider Services (DMPS) is looking for a highly motivated individual to join our team as a Client Advocate Customer Service Call Center Representative 3. This position is part of DMPS Office of Communication Advocacy, Resolution and Enrollment’s (OCARE) specialized units dedicated to serving the Office of the Client Advocate (OCA) and Specialty Teams by resolving problems and responding to inquiries and concerns from high level sources within AHCCCS, AHCCCS providers, state and local government entities, and members.

Job Duties:

Major duties and responsibilities include but are not limited to:
*  Answer calls received by the DMPS OCA and Specialty Teams; resolve high level inquiries from the Governor's office, legislature, and Senior AHCCCS leadership; adhere to established call center guidelines and agency policies.
*  Researching and analyzing difficult case discrepancies utilizing computer information systems to resolve complex customer concerns, questions and offer resources. Contacting health plans or pharmacies to immediately resolve issues of urgent medical needs.
*  Processing of enrollment and documenting all applicable systems. Monitor and assist with processing of requests within the DMPS OCA operations. Discuss projects, clarify information, resolve problems, and exchange information.
*  Update the Recipient Member Subsystem with eligibility, enrollment, demographic, Medicare and other pertinent data. Use InvGate to escalate or take actions on requests.
*  Processing of recipient letters, billing, faxes, AHCCCS return mail, in-house customer support walk-in and electronic communication via InvGate.
*  Completion of daily, monthly, quarterly, and on-demand statistical reporting as requested.

Knowledge, Skills & Abilities (KSAs):

*  Inbound call center experience.
*  Arizona Medicaid programs; ALTCS, SSA, DES and other eligibility programs and systems.
*  Codes, values, logic, and system processes which include: HEAplus, PMMIS, Medicare, as well as other eligibility systems.

*  Working independently and taking initiative.
*  Exceptional technical, analytical, problem solving and decision-making.
*  Interpreting and utilizing complex rules and procedures.
*  Effective and tactful communication which includes writing, one- on-one contact, public speaking, listening and providing feedback.
*  Numerous computer systems, databases, and programs to include HEAplus, PMMIS, Docuware, RightFax, Microsoft, Google, email, word processing and spreadsheet applications.

*  Handle consistent incoming workload and special projects quickly and accurately.
*  Exercise tact and maintain positive interpersonal interactions.
*  Quickly grasp changes and new policy, procedures and rules.
*  Understand multiple subsystems and to update system data accurately.
*  Meet deadlines and specified goals using discretion and good judgment.

Selective Preference(s):

*  Two years of experience in a multifunctional customer service environment.

*  Experience working in 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.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).


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)
* Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
* Other Leaves - Bereavement, civic duty, and military.
* 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

By providing the option of a full-time or part-time 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.

Learn more about the Paid Parental Leave pilot program here. 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. The State of Arizona is an Equal Opportunity/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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