Staffing Solutions Organization LLC (SSO), an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve.
Eligibility Associate 1 - Alaska Location: Remote Schedule: Monday-Friday, 8:00 AM-5:00 PM Alaska Time (AKST) Pay Rate: $24.00 per hour Position Summary Staffing Solutions Organization (SSO) is seeking an Eligibility Associate 1 to support the Alaska Department of Public Assistance (DPA). This position serves as a frontline customer service professional responsible for assisting Alaskans with questions related to public assistance programs, eligibility applications, case status, reporting requirements, documentation submissions, and available benefits and services. The primary function of this role is supporting a high-volume inbound call center environment where professionalism, accuracy, customer service, and productivity are critical to success. The Eligibility Associate will provide information, document interactions, navigate multiple systems simultaneously, and help ensure clients receive timely support throughout the eligibility process. The ideal candidate is customer-focused, detail-oriented, comfortable using technology, and able to manage multiple priorities while delivering exceptional service in a fast-paced environment.
Key Responsibilities Customer Service & Call Center Support
- Answer inbound calls and provide professional, courteous, and accurate assistance to clients.
- Respond to questions regarding application status, eligibility processes, reporting requirements, and available programs and services.
- Explain next steps related to benefits applications, renewals, redeterminations, and required documentation.
- Provide information regarding available resources and how to access services.
- Deliver exceptional customer service while interacting with individuals who may be experiencing stress or difficult circumstances.
- Maintain professionalism and confidentiality during all client interactions.
Eligibility & Administrative Support
- Support eligibility-related operations for the Alaska Department of Public Assistance.
- Review, verify, update, and document information in agency systems and databases.
- Enter and maintain accurate records, case notes, and documentation.
- Process administrative tasks associated with eligibility applications and case maintenance.
- Follow established procedures, policies, workflows, and standard operating guidelines.
Documentation & System Navigation
- Navigate multiple systems, applications, screens, and data sources simultaneously.
- Maintain detailed and accurate documentation of customer interactions and case information.
- Utilize multiple monitors and technology tools to manage calls, documentation, and eligibility support activities efficiently.
- Ensure data accuracy, completeness, and compliance with program requirements.
Quality & Compliance
- Adhere to all state and project policies related to confidentiality, information security, and appropriate handling of sensitive information.
- Meet established performance standards for productivity, quality, attendance, and customer service.
- Identify and escalate urgent situations, service barriers, operational concerns, or emerging trends to supervisors when appropriate.
- Support continuous improvement efforts and maintain compliance with all program requirements.
Required Qualifications Education
- High School Diploma, GED, or equivalent required.
- Must be at least 18 years of age.
- Additional education or college coursework is preferred.
Required Skills
- Strong customer service and interpersonal skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple tasks, systems, and priorities simultaneously.
- Strong attention to detail and commitment to accuracy.
- Sound judgment, problem-solving ability, and critical thinking skills.
- Ability to work independently while contributing to a team environment.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Proficiency with Microsoft Office applications and general computer systems.
- Ability to learn and navigate multiple web-based systems and databases.
Technical Requirements
- Ability to work across multiple systems, applications, and monitors simultaneously.
- Comfortable operating in a technology-driven remote work environment.
- Ability to participate in virtual meetings and training sessions as required.
Preferred Qualifications Experience in one or more of the following areas is highly preferred:
- Medicaid eligibility processing
- SNAP eligibility processing
- Public assistance programs
- Eligibility and enrollment operations
- Benefits administration
- Human services
- Government programs
- Social services
- Case support services
- High-volume call center operations
- Customer service in regulated or compliance-focused environments
Candidates with direct experience processing applications, renewals, redeterminations, or case maintenance activities for Medicaid, SNAP, or other public assistance programs are strongly encouraged to apply.
Work Environment & Remote Requirements
- Fully remote position.
- Must be available to work 8:00 AM to 5:00 PM Alaska Standard Time (AKST).
- Must maintain a private, secure, and distraction-free workspace.
- Reliable high-speed internet is required.
- Must be able to provide uninterrupted attention to inbound call center responsibilities during scheduled work hours.
- Technology equipment, including a computer, will be provided.
Additional Requirements
- Must be a U.S. Citizen.
- Employment is contingent upon successful completion of a background check.
- Must be able to speak, read, and write English clearly and professionally.
- Bilingual candidates are encouraged to apply.
What We're Looking For
We are seeking professionals who are:
- Customer-focused and service-oriented
- Detail-oriented and committed to accuracy
- Comfortable working in a fast-paced call center environment
- Strong communicators and active listeners
- Adaptable and technology-savvy
- Able to manage confidential and sensitive information
- Committed to helping individuals access critical public assistance programs
- Skilled at multitasking across systems while maintaining attention to detail
- Reliable, professional, and accountable for meeting performance expectations
- Passionate about delivering high-quality service to the people of Alaska
Benefits (Through SSO) SSO offers a competitive benefits package that supports your health, financial well being, and long term growth, including:
- Medical, dental, and vision insurance
- 401(k) with discretionary employer match
- Paid time off and holidays
- Flexible spending accounts
- Additional employee perks
Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides a reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role.
Applicants must be authorized to work in the U.S. This position is not eligible for work authorization sponsorship (including H-1B sponsorship) by SSO and under the federal laws relating to the F-1 STEM EAD program, this position is not eligible to support a STEM EAD extension application.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. Staffing Solutions Organization LLC is an E-Verify participant.
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