The Eligibility Specialist will contact the applicant and/or the transit agency that transmitted the application, as appropriate, when an application is not complete. The Eligibility Specialist will track incomplete applications and notify the applicant about their application status.
The Eligibility Specialist works with customers through telephone, email and mail and documents all customer service interactions in the Salesforce application portal. The Eligibility Specialist contacts the customer typically by email or phone to gather information to complete an application or to provide an update about the application status. The Eligibility Specialist uses email, if available, for routine communications, and uses the applicant’s chosen preferred communication method to communicate denials or other eligibility status changes. The Eligibility Specialist uses email or telephone in the event that a card is not deliverable by USPS and works with applicant to resend to an appropriate address. The Eligibility Specialist may notify the transit agency that processed the application for assistance in contacting the customer or to hold the card if the customer is not reachable.
The Eligibility Specialist is responsible for reviewing the data entry for all applications submitted by the transit agencies and entering applications received by mail; documenting application activity during the verification process, recording RTC eligibility determinations; documenting RTC program communication with applicants, social service agencies, government agencies (DMV or VA) or medical certifier; and recording card printing information sent to either Cubic or the fare media contractor.
The Eligibility Specialist is responsible for contacting Certifiers (physicians or other California-licensed, qualified practitioners) who certify an applicant’s disability on the Medical application. The purpose of this outreach is to provide RTC program information (for first-time Certifiers), obtain additional information or clarification about a specific application, or educate the Certifier if they certified an application that was denied during verification (examples include certifying a disability that is not a transit dysfunction or certifying a disability outside their field of practice) or to educate them about changes to the RTC program. All outreach activities to Certifiers are to be documented into the Salesforce application portal.
Job Type: Full-time
Pay: $16.00 per hour
Schedule:
- 8 hour shift
Work Location: Remote
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