TITLE:  Client Service Representative – Outreach


DIVISION:  Eastern Region, Health Services Group

DEPARTMENT:  State of New York, New York Medicaid CHOICE Program

POSITION REPORTS TO:  Supervisor – Outreach

EDUCATION/EXPERIENCE:  High School Diploma or its equivalent is required. College degree or equivalent experience preferred; knowledge of the community to be served; experience making presentations to groups; ability to follow directions; ability to handle pressure; excellent organizational, interpersonal,  effective written and oral communication skills;  ability to perform comfortably in a fast-paced, deadline-oriented work environment;  ability to successfully execute many complex tasks simultaneously; and the ability to work as a team member, as well as independently.

Computer Literacy required; proficiency in Microsoft Office Applications as Excel, Power Point, and Word.  Additional preferred qualifications include two years of human services experience; or experience working with the public; and fluency in commonly spoken languages.


  1. Conducts face-to-face outreach and enrollment services, including education on managed care options and public health programs, to clients at Medicaid offices, provider sites and or community-based organizations

  2. Assists clients with the enrollment/disenrollment process

  3. Receives, sorts, and processes enrollment/transfer and disenrollment forms.

  4. Reviews enrollment forms for accuracy and completeness.

  5. Interfaces with HRA or LDSS county staff and maintains professional and positive relationships with all HRA, LDSS staff, community groups, and clients.

  6. Maintains updated knowledge of the New York Medicaid CHOICE Project

  7. Raises issues of concern and/or problems to the Field Operations Manager

  8. Processes data entry tasks and submits daily reports

  9. Assists with the quality review of Data Entry work

  10. May be called upon to assist with data entry refresher/and or training

  11. Assists HPA/Special Project Unit with the processing of enrollment correction, enrollment pending matching, ERL error selection, and ADV data entry as needed

  12. Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position

  13. Performs other duties as may be assigned by Management


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