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Disability Call Agent I

Company: State of North Carolina
Location: Raleigh
Posted on: June 12, 2021

Job Description:

Description of Work

  • This posting is for positions 60055654, 65009538 and 65009459.

The NC Disability Determination Services (NCDDS) Division is the state agency responsible for making medical determinations on disability claims for the Social Security Administration and state Medicaid office. The division adjudicates over 140,000 initial disability applications, reconsiderations, reviews for continuing eligibility, and continuing disability review appeals under the Social Security and Supplemental Security Income program and disability applications for Medicaid. Applications are forwarded to Disability Determination Services (DDS) from local Social Security offices or in the case of Medical Assistance claims, from the County Department of Social Services. Agency personnel are responsible for obtaining medical and vocational information on applicants, evaluating the findings under Social Security Administration (SSA) disability criteria and preparing determinations and notices to advise the Applicant of the decision on the claim.

The Disability Contact Center Representative is responsible for answering incoming phone calls to the Disability Contact Center (Inbound Call Center). The Disability Contact Center is the first level of contact for the external customer. The representative is responsible for responding to the needs and questions and providing information to external customers. The representative uses their scope of knowledge to assist and resolve issues.

This position is located in the Disability Contact Center within DDS. The Disability Call Agent (DCA) is responsible for answering incoming phone calls to the Disability Contact Center (Inbound Call Center). The Disability Contact Center is the first level of contact for the external customer. The DCA will independently manage high call volume from claimants, schools, SSA Field offices, and others in the medical and legal communities. The DCA will handle calls with courtesy and professionalism when responding to customer inquiries and will adhere to the Disability Contact Center Policies. The DCA is responsible for communicating relevant information for each contact to the appropriate persons in accordance with DCC guidelines. The DCA is also expected to assist in providing coverage for the DDS receptionist area as requested by the DCC supervisor. The DDS receptionist greets incoming visitors, notifies appropriate personnel when their respective visitors arrive, answers and redirects incoming agency calls as necessary, and provides assistance to the processing center as needed by sorting mail and performing other basic clerical tasks as requested by agency management. The DCA is responsible for planning and organizing tasks so that deadlines are met, providing accurate and complete information to internal and external customers, and determining when it is necessary to involve adjudicators, supervisors and managers. The call agent may be required to provide clerical support services for professional staff in a case processing unit.

Knowledge, Skills and Abilities / Competencies

To receive credit for all of your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all of the following:

  • Demonstrated experience in written and oral communication with individuals from varying backgrounds.

  • Demonstrated experience in switching between multiple tasks.

Minimum Education and Experience Requirements

High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.

Supplemental and Contact Information

The North Carolina Department of Health and Human Services is an Equal Opportunity Employer.

Due to the high volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log into your account and click "Application Status". You will either receive a call to schedule an interview or an e-mail notifying you when the job has been filled.

For technical issues with your applications, please call the NeoGov help line at 855-524-5627. Applicants will be communicated with via e-mail only for updates on the status of their application. If there are any questions about this posting other than your application status, please contact the DDS HR Office at 919-814-2441.

Applications must be received by 5pm on the closing date. Please follow the instructions to apply online. In order to receive credit for all of your work and education history, all information must be listed on the State of North Carolina application. Statements such as "see resume" will not be accepted and will be considered incomplete.

Applicants seeking Veteran's Preference should submit a copy of Form DD-214. RIF candidates must attach their notification letter.

A suitability determination by the Social Security Administration is necessary to determine whether an employee can be issued credentials in order to have access to Social Security disability data, records, and systems. Following the interview process, the recommended candidate will be contacted and asked to submit to an initial pre-screen Federal background investigation through the SSA Office of Human Resources (DCHR). If the pre-screen is favorable, a conditional job offer can be extended. After a new hire's start date, continued employment is still contingent upon full suitability clearance through the DCHR, which entails submitting to a detailed security questionnaire and a potential interview from a DCHR investigator that may include the need for a medical release from the individual during the investigative process. At any point during employment, a final determination by the SSA that the employee does not have a favorable suitability determination will lead to termination of employment.

DHHS selects applicants based on job related knowledge, skills & abilities without regard to race, color, gender, national origin, religion, age, disability, political affiliation or political influence.

Keywords: State of North Carolina, Raleigh , Disability Call Agent I, Other , Raleigh, North Carolina

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