Job Description

Description

WA Cares Fund Customer Care Specialist

Are you excited about helping people? Are you interested in being a part of something new and innovative? Consider this exciting opportunity! We are looking for an experienced customer service professional to join our small but mighty team in our statewide call center. This is a unique opportunity to be one of the foundational team members of the statewide customer contact center as we build and launch the nation\'s first long-term services and supports social insurance program.

In this role, you will provide timely and accurate responses via phone and email to the general public, providers, private long-term care insurers, employees, and advocates who are contacting the Department of Social and Health Services to learn more about WA Cares Fund.

The Customer Care Team is an important part of the future planning for the customer contact center as we move toward the full implementation of the program in July of 2026. Beginning in 2026, you will be assisting qualified individuals and their authorized representatives to apply for and access their earned benefits. Your experience, knowledge, and skills will help to

The is the first program of its kind in the United States and is the latest example of why Washington State is a national leader in long-term care policy. Our team is the first point of contact for the program, and we are responsible for helping Washingtonians understand this new benefit as we move closer to full implementation in 2026.

This is a hybrid telework position, so some in-person work at our office in Lacey will be required.

Some of what you\'ll do:

• Responds to statewide inquiries about WA Cares Fund via phone, email, and secure messages
• Responsible for resolving and guiding individuals, providers, families, and advocates through the WA Cares Fund program rules and problem-solving complex cross-agency customer problems, complaints, inquiries, and customer service-related issues
• De-escalates verbal confrontation with angry and frustrated customers and establishes resolution
• Interprets cross-agency laws, policies, and procedures and advises the public on WA Cares requirements
• Resolves complex calls and emails from customers, providers, and cross-agency partners
• Independently resolves routine customer complaints by identifying the issues, determining procedural steps necessary to bring resolution
• Mentors, trains, and onboards new Customer Care Specialist staff
• Uses computer applications and software to track the resolution of customer issues
• Identifies and recommends changes to agency policies and procedures that hinder customer access to agency services
• Screens calls based on caller needs and coordinate with cross-agency customer service staff as needed

What we are looking for:

• Someone with excellent communication skills. Ability to work with both staff and customers through in-person, phone, and email interactions while providing a high level of customer service
• Ability to analyze and solve problems
• Someone who has the ability to resolve customer service-related complaints with poise and grace
• Someone who can effectively operate multiple computer programs (examples include but are not limited to Word, Excel, Outlook, and Access)
• Someone who can multi-task, adapt, and prioritize work in a fast-paced environment
• Ability to spend long hours on phones and on the computer
• Experience handling confidential material
• Prior experience in a fast-paced office setting with extensive customer interaction
• Someone who can smile through the phone
• Experience with WA Cares Fund, Paid Family and Medical Leave, or private insurance is a plus
• Knowledge of the Medicaid or Individual Provider process is a plus
• Ability to understand, interpret and apply knowledge of WAC\'s, RCW\'s, regulations, and policies to resolve customer inquiries, complaints, and concerns

Who should apply?

Professionals with one of the following:

Associate\'s degree and three years\' experience assisting customers regarding inquiries, complaints, or problems

OR
Bachelor\'s degree and one year experience assisting customers regarding inquiries, complaints, or problems

OR
Five years\' experience assisting customers regarding inquiries, complaints, or problems Preferred experience working in a healthcare or long-term care setting and/or working with insurance or Medicaid.

Interested? Please include the following with your application.

• A current chronological resume
• Letter of interest/Cover Letter
• Three professional references

Our Department of Social and Health Services (DSHS) mission to Transform Lives requires that we come together with a sense of belonging, common purpose, shared values and meaningful work. It is crucial to our agency\'s mission that you bring an equity, anti-racism and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, including Black, Indigenous and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Questions? Contact and reference job number 10787

Supplemental Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant\'s suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver\'s license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

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