Senior Assistant Customer Support
Madison, Wisconsin  

We have a Contract position for "Senior Assistant Customer Support" with one of our direct clients in Madison, Wisconsin for initial contract duration of  17+ months.

Job Description

Location Requirement: Required onsite 5 days a week, Monday – Friday

Disability Program Administrative Assistant

Under general supervision of a Disability Determination Bureau (DDB) Supervisor, this position performs support tasks related to the adjudication of disability applications at the Disability Determination Bureau. Extensive phone work, electronic case documentation and accurate record keeping are central features of this position. This position works closely with disability professionals to ensure clarity and policy compliance of case documentation and may assist the Supervisor and/or Lead Worker with a variety of administrative tasks as needed.


  • Perform extensive telephone work with claimants, professionals, and other contacts to resolve discrepancies and obtain needed information regarding work history, job descriptions, daily activities, and medical treatment.
  • Via phone, contact hospitals, clinics, claimants, and other facilities to follow-up on obtaining outstanding evidence.
  • Receive incoming calls from claimants, third party contacts, and professionals to provide answers to questions and resolve concerns. Transfer calls to other staff as appropriate.
  • Accurately document any gathered information in electronic notes.
  • Image documents into the electronic claim.
  • Research and resolve insufficient medical releases and guardianship documentation to ensure compliance with Federal and State laws.
  • May also perform work in the reception/phone/scanning area as needed. Greet, refer, and document in person visitors and deliveries to the DDB, scan mail and other documents to research and route to their destinations.
  • Maintain an up-to-date understanding of SSA and DDB computer systems and software.
  • Participate in unit meetings to identify problem areas within the Section, provide feedback and recommend potential solutions.
  • Assist unit supervisor, lead worker and other disability professionals with administrative tasks as needed.

Required Skills

  • Strong telephone skills including knowledge of information gathering and interviewing techniques.
  • Ability to understand, apply and adapt to policy and procedural changes.
  • Ability to understand and independently carry out complex written and oral instructions in a timely fashion.
  • General knowledge of medical terminology.
  • Detail oriented and accurate with data collection and documentation.
  • Computer aptitude with Microsoft Office programs such as Word and Excel.
  • Able to learn quickly and apply knowledge to perform technical tasks.
  • Excellent communication skills, written and oral, particularly over the phone.
  • Ability to maintain a high degree of confidentiality with sensitive medical and personal information.
  • Able to lift and carry at least 10 lbs.
  • Working knowledge of basic office functions and equipment is preferred, such as computer filing, imaging and scanning.
  • Will train on specialized knowledge of SSA and DDB vocational or evidentiary requirement processes and policies and proprietary DDB and SSA software.


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