Office Support Specialist/Case Aide

Public Health and Human Services
Office Support Specialist/Case Aide
Grade: 140

What You Will Earn:

· This position is an in-person position located in Cook County, MN.

· The anticipated starting hourly rate for this position is $26.28 (Step 1) -$28.43 (Step 3)/hour depending on experience. With a full future earning potential of $26.28(Step 1) -$35.97 (Step 9)/hour ($54,662.40- $74,817.60annually).

· This position is a full-time 40 hours per week and eligible for full-time county BENEFITS PACKAGE.

Job Summary:

Under general supervision, performs moderately difficult office support and case aide assignments based upon previous office experience and knowledge of agency programs, procedures and practices. Positions normally require keyboarding skills knowledge of specialized software and technical terminology. Provides professional customer service support for the department using human relations skills to interact with coworkers, clients and members of the public. As well as directing clients to the appropriate worker, as needed, and providing general clerical support to department staff. Aids social services units in completing the paperwork, research, typing, filing, scanning, organizing and entry of case and/or agency information into files, letters, reports, etc., to meet requirements and standards set by the State and Federal Department of Human Services.

Essential Functions/Responsibilities:

The following duties are normal for this classification. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

1. Customer Service

• Acts as primary customer service specialist for Public Health and Human Services (PHHS) Obtains highly sensitive client information, directs all incoming calls, walk-in requests for service and appointments. Listens, interprets, and determines, in conjunction with staff, where to route intake requests while maintaining confidentiality.
• Determines whether visitors have authorized access for federal tax information (FTI) areas of the office, logs and arranges escort for all visitors without authorized access.
• Photocopies and faxes client information.
• Assists clients in obtaining applications and general information.
• Accepts payments and issues receipts for various programs received by mail or in person, maintains security of funds and delivers to accounting.
• Remains alert to public safety issues in agency lobby.

2. Office Support

• Supports PHHS staff with data entry, photocopying, faxing, and word processing of memos, reports, and correspondence. Assists with preparation for program audits, file creation, meeting minutes, PowerPoint presentations, business cards, and program packets.
• Maintains policy and program manuals.
• Schedules assessments, meetings, and reserves shared meeting spaces.
• Creates client profiles in electronic health record and prepares intake documents for comprehensive assessments for the substance use disorder treatment program.
• Updates and monitors agency information in staff workroom and lobby and shared network files. Maintains department program packets, forms, and brochures.
• Maintains and orders office supplies for staff and department workroom. Orders supplies, as directed for department outreach and community health promotion. As directed, orders items for service recipients according to service/support plans.
• Processes and date-stamps incoming mail, faxes, and applications. Prepares certified mail and operates postage meter for outgoing mail and packages.

3. Case Aide – Economic Assistance and Health Care Programs

• Receives applications for public assistance and social services programs. Collects and enters client data into multiple computer systems, reconciles data entry with public health, social services, and healthcare/economic assistance eligibility staff.
• Screens SNAP and health care applications for expedited criteria (income/housing expenses, pregnancy, urgent medical needs). Schedules interviews and enters data into state computer system.
• Scans documents for verification and eligibility determination to Electronic Document Management System (EDMS). Maintains accurate case records and case notes by documenting all actions and correspondences. Ensure integrity of DHS state systems access as a security liaison.
• Determines eligibility and processes Cost Effective Health Insurance premium reimbursements and Medicare Part B reimbursements.
• Review health care program data integrity and eligibility reports and completes post-eligibility tasks including (cost effective insurance determination, voter registration, authorized representative assignment, case ownership assignments, managed care referrals and medical support referral tasks).
• Issues electronic benefit transfer (EBT) cards. Acts as agency point of contact for EBT customer service.

4. Central File Room and PHHS Client Archives

• Maintains organization of file room for Economic Assistance, Social Services and Substance Use Disorder client records including destruction of closed case files after they reach their retention period per established DHS retention schedule.
• Scan all archived social services case files.
  
  

5. Attends mandatory annual training including CMS Compliance and Data Privacy, Civil Rights, Mandated Reporter, FTI and Confidentiality Statements.

Non-Essential Functions:

• Perform other related duties as assigned.

Minimum Qualifications:

Education and Experience

• Associates degree AND
• Three (3) years technical clerical and customer service experience OR,
• An equivalent combination of education and experience sufficient to perform the essential functions of the job.
• Ability to achieve 70 percent or higher on an established written exam.
• Desired: Prior experience in a health care or human services agency.

Required Certifications/Licenses

• Valid driver’s license

Knowledge, Skills, and Abilities:

• Ability to manage time and prioritize duties and responsibilities.
• Knowledge necessary to operate and trouble shoot numerous office machines including desktop and laptop computers, multi-line telephone/voicemail, photocopiers, scanners, software programs, Internet browsers, State client record management systems and electronic document management systems.
• Knowledge of data privacy requirements and ability to maintain client confidentiality.
• Skill in interacting with people with diverse ethnic and racial backgrounds, people with mental and physical disabilities, and people in stressful situations.
• Ability to work collaboratively within team, across departments, and with external stakeholders.
• Ability to demonstrate flexibility and willingness to create, implement, and adapt to new ways of doing things.
• Ability to organize work, manage priorities, work independently under stress ability to analyze data and detect errors and inaccuracies.
• Knowledge of community resources available for clients and co-workers.
• Ability to communicate effectively with co-workers and clientele which may, at times, include the use of the Limited English Proficiency (LEP) plan.
• Ability to think quickly and handle issues of safety for staff and the public as it arises due to tense or threatening situations, severe weather and medical emergencies.
• Ability to work with the public in an attentive and person-centered manner.
  
  

Internal/External Relationships:

• Interacts daily with county staff or exchange of information and office support.
• Interacts daily with members of the public.
• Regular interaction with healthcare, court, school and social service community professionals for customer service and the exchange of information.

Working Environment:

• Duties are performed in a regular office environment.
• Occasional travel outside the office is required for training or meetings.
• Involves frequent direct and telephone contact with clients that may be hostile, threatening, or abusive.
• May involve exposure to persons with communicable illnesses and unpleasant odors.

Physical Requirements Of This Position:

• Sit or stand at a desk for extended periods of time. Perform work at a computer or talk on the phone.
• Hear and speak effectively to communicate in person and over the phone.
• Visual acuity to visually evaluate clients, read computer screens and printed documents and to see to drive a motor vehicle.
• Physical ability to move about the office.
• Manual dexterity to:

• • Type on a keyboard and calculator and use a computer mouse.
  • Perform manual tasks such as handwriting, searching through documents and compiling material.
  • Office work may include reaching for documents and supplies, standing or kneeling to search through file cabinets, fingering to find files, grasping documents, and repetitive motions such as typing and sorting/compiling material.
• Lift and carry files and boxes weighing up to 25 pounds.

“This Institution is an Equal Opportunity Employer”

Cook County MN will not discriminate against any employee or applicant for employment because of race, color, creed, religion, national origin, gender identity, sexual orientation, disability, age, marital status, familial status, veteran status, or status about public assistance. We take affirmative steps to ensure that all our county’s employment practices are free of discrimination.