Metro is seeking an Eligibility Specialist to facilitate the Metro/Access Fare Deal and ADA application and appeals processes. As well as provide administrative and technical support at the assessment center.

ESSENTIAL FUNCTIONS

• Facilitate application and assessment process daily for new applicants, Fare Deal Access customers whose eligibility has or is expiring.
• Communicate with applicants, agencies, care providers, and organizations that serve people with disabilities concerning eligibility, assessment, and appeals process, as well as provide information on how Access, Fare Deal and Metro Now operates.
• Review and process incoming Fare Deal applications, process ID cards as needed.
• Maintain databases for both Access and Fare Deal.
• Schedule daily Access assessments and orientations as needed.
• Facilitate eligibility and appeals process, including correspondence, record keeping, scheduling and other meeting arrangements; serve as recorder for the appeals hearings. Educate the public concerning Metro and Access, including the eligibility, assessment, and appeals process.
• Provide information on Metro Services via usage of telephone, US mail, electronic mail and in person.
• Attend community events such as health fairs, information presentations, etc.; provide classroom instruction to agencies, schools and other interested parties.
• Monitor daily no-shows and late cancellations and apply the policies and procedures for Access to customers.
• Update customer preferences as requested (such as address changes, standing reservations, mobility aids, etc.).
• Serve as back-up to the Eligibility Manager, including (but not limited to) conducting assessments, providing orientation, answering questions, etc.
• Geo-code addresses/locations in Trapeze system.
• Manage the front desk operations at Metro's eligibility center, including operating the POS system, sale of fare media, bi-monthly reporting, etc.
• Assist in the development of strategies to meet or exceed organizational and departmental performance goals/objectives.
• Model exemplary internal and external customer service
• Perform daily office operations (phones, supplies, filing, copying, mail, etc.)
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual
• orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Ability to work in compliance with Metro's safety and security policies.

POSITION QUALIFICATIONS

Competency Statement(s)

• Communications - Excellent verbal, writing and non-verbal skills. Clear, concise, and persuasive language skills.
• Excellent grammar and punctuation.
• Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development - Accurately identifies and measures own skills and knows when to ask for help in
• completion of tasks and projects.
• Leadership - Energetic, takes initiative on projects, committed to continuous improvement.
• Professional Integrity - Accountable, honest, fiscally responsible, with the ability to maximize resources.
• Technology Mastery of Microsoft software, including but not limited to Excel, Word, etc. Experience in using Trapeze reservations/scheduling software helpful.

Education

• Associate's degree (two-year college or university)

Experience

• Two to four years related experience

SKILLS & ABILITIES

Computer Skills

• Working knowledge of Microsoft Suite. Experience in Trapeze (PASS, CERT and COM) is helpful.

Other Requirements

• Excellent verbal, written communication, and interpersonal skills.
• Strong organizational and project management skills.
• Trained in leadership development, diversity, clerical, and customer service.

WORK ENVIRONMENT

• Office atmosphere

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.