Customer Service Associate

DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona.

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.

DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

CUSTOMER SERVICE REPRESENTATIVE 2

Job Location:

Division of Developmental Disabilities (DDD)

1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary: $35,000 - $37,000

Grade: 15

Closing Date: August 9, 2026

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES), we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals that are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view 'Our DES' video. Come join the DES Team!

The Department of Economic Security, Division of Developmental Disabilities (DDD), is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 2. DDD provides individuals with developmental disabilities, and their families, services and supports that are flexible, high quality, and member driven. These services provide individuals with opportunities to exercise their rights and responsibilities of independent decision-making and engagement in the community.

Applicants for this position cannot be licensed or certified by the DDD Office of Licensing Certification and Regulation, cannot have a principal interest in or have a spouse or close family with principal interest in a DDD Qualified Vendor Agreement, and cannot be employed or subcontracted by a DDD Qualified Vendor.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

? Works with Business Operations, Contracts, etc. on assigned Provider Grievances. Research the issue which could be on the provider side or the Division's side. Works and researches with Contracts, Claims, Revenue Desk and reconciles bills, etc. After identifying the problem, the position works with other units to ensure a resolution. Train and retrain providers, etc.

? Assists by conferring, advising, and providing technical assistance to statewide program providers on billing process, claims related issues, questions, inquiries, and corrections. Assists in analyzing automated systems and interfaces of provider service claims; performs data reconciliation; analyzes data encounters; and corrects rejected encounters primarily the QNXT and PMMIS applications.

? Analysis of issues related to data entry errors and omissions. Provide logical expectation of issues and a logical and systematic approach to resolution. Continually gives assistance to existing providers who have specific billing, encounter, processing, or other payment issues on a daily basis.

? Prepares materials and assists in meeting representatives of other units, departments and state agencies; gives, clarifies and receives information; assists in the planning and coordinating of joint efforts; resolves problems; seeks guidance and shares decisions.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

? Generally Accepted Accounting Principles (GAAP).

? Principles, concepts, practices, methods and techniques of governmental accounting and auditing.

? Internal control structures; Fiscal management; Automated financial systems.

? Billing procedures and services; QNXT system; PMMIS (Prepaid Medical Management Information System).

? Federal and State laws pertaining to AHCCCS and DES/DDD Policies and Procedures, AHCCCS encounters.

? Federal and State provider registration process.

? Acute and long-term care (LTC) billing.

Skills In:

? Organizing and prioritizing workload to meet expected and unexpected demands.

? Working independently with a minimum amount of supervision as well as maintaining the confidence and cooperation of others.

? Developing work systems to ensure critical functions are effectively performed.

? Interpersonal relations applied to communications between the Division and service providers.

? Interpreting applicable federal and state statutes, rules and policies pertaining to contracts and Title XIX programs.

? Problem solving, decision making, and active listening.

? Negotiations; Evaluation and analysis of data; Reconciliation and auditing; Creating and/or using databases and/or spreadsheets.

Ability to:

? Detail-oriented; Multi-task and prioritize large quantities of work.

? Inspire confidence in service providers who rely on the technical expertise of this position for payment.

? Find discrepancies; Resolve problems.

Selective Preference(s):

The ideal candidate for this position will have:

? Experience working with individuals with developmental disabilities AND working with the public and problem solving.

Pre-Employment Requirements:

* If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver's License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to Driver's license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operated a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) (R2-10-201.11).

* Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency's ability to reasonably accommodate any restrictions.

* All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility.

Benefits:

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

* Affordable medical, dental, life, and short-term disability insurance plans

* Participation in the Arizona State Retirement System (ASRS) and long-term disability plans

* 10 paid holidays per year

* Paid vacation and sick time

* Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.

* Deferred compensation plan

* Wellness plans

* Tuition Reimbursement

* Stipend Opportunities

* Infant at Work Program

* Rideshare and Public Transit Subsidy

* Career Advancement & Employee Development Opportunities

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us:

For questions about this career opportunity, please contact us Shobana Jeyaraj at View phone number on click.appcast.io or View email address on click.appcast.io.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting View phone number on click.appcast.io or View email address on click.appcast.io. Requests should be made as early as possible to allow time to arrange the accommodation.