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We continually strive for a workforce that reflects the growing diversity within the State of Illinois. A variety of employee backgrounds, perspectives, ideas and experiences are crucial to our ability to most effectively serve the public. Bilingual skills welcome

Reasonable Accommodation Statement

The State of Illinois is committed to working with and providing reasonable accommodations to people with disabilities. Further, federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job, interview for a job, or for any other activity related to the hiring process. Examples of reasonable accommodation include, but are not limited to, making a change to the application process (if possible), providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

To be provided a Reasonable Accommodation during the hiring process, you will need to provide a certification of disability from a physician, psychiatrist, school official or an Illinois Department of Human Services (DHS) Division of Rehabilitation Services (DRS) Vocational Rehabilitation (VR) Counselor. Supporting documentation should be uploaded under My Documents → Additional Documents section for each application.

Any questions on Reasonable Accommodations can be directed to Central Management Services Disability Resource Center at or call (217) 524-7514 for further information and to request or discuss an accommodation.

Sponsorship for Employment

The State of Illinois does not provide sponsorship for employment visa status (e.g. H-1B visa status). To be considered for permanent employment with the State of Illinois, applicants must be currently authorized to work in the United States on a full-time basis.

Disclosure of Salary Information

In compliance with the Illinois Equal Pay Act, 820 ILCS 112/1 et seq., the State does not seek, request, or require a job applicant’s wage or salary history.  Employment decisions are not made based on an applicant’s wage or salary history.  To that end, please do not include wage or salary information in your resume or other profile or application materials.

Date:  Nov 22, 2022

Springfield, IL, US, 62702-3724

Job Requisition ID:  21233

Agency :  Department of Healthcare and Family Services 

Job Posting ID: MP21233

BPIS:  12493, 12744, 12749, 12751 & 12754

Group: CL (B-H)

Start Date:  11/23/2022
Closing Date: 12/08/2022
Salary:   $3,710 - $5,142 (Anticipated starting salary for non-state $3,710)  
Job Type:   Salaried Full Time  
County:   Sangamon  
Number of Vacancies:   5  
Plan/BU:   RC028  


Job Posting Details:

The Department of Healthcare and Family Services, Division of Medical Programs is seeking a courteous and professional to serve as a Customer Service Representative in the Bureau of Medical Administrative Support. This position will respond to inquiries from pharmacies and other medical providers regarding Prior Approval/Refill-Too-Soon Hotline Statewide Program and also serve as backup to the All Kids Health Benefits Hotline Statewide Program. The ideal will have knowledge of customer service practices, possess superior listening, communication and problem-solving skills and the willingness to learn.


HFS values employees with different backgrounds, life experiences, and talents. 

Employees receive a robust benefit package including:

  • Monday-Friday work schedule
  • Flexible work schedules are available in many program areas. (Remote work may be an option for certain positions.)
  • Health, Life, Vision, and Dental Insurance
  • Pension Plan
  • (10) Weeks paid Maternity/Paternity Leave
  • Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
  • Employees earn (12) paid Sick Days annually.
  • New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually.
  • Employees earn (3) paid Personal Days annually.
  • (13-14) paid holidays annually (based on start date)

If you are seeking a new opportunity, and this position appeals to you, please apply today!


At the Illinois Department of Healthcare and Family Services (HFS), we value staff as our greatest asset. We work in a spirit of teamwork to help millions of Illinoisans access high quality healthcare and fulfill child support obligations to advance their physical, mental, and financial well-being. We provide healthcare coverage for children and adults through Medicaid and other medical programs, and we help ensure that children receive financial resources from both their parents through Child Support Services. The HFS Office of the Inspector General investigates, audits and reviews program activity to ensure the integrity of our programs is maintained.


HFS is committed to promoting and preserving a workplace culture that embraces diversity, equity, and inclusion.  We welcome and value employees with different backgrounds, life experiences, and talents.  It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement.  In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation. HFS is an equal opportunity employer.


This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.


All applicants who want to be considered for this position MUST apply electronically through the website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal. If you are seeking a transfer please remember to upload a State of Illinois Department of Central Management Services Illinois Federation of Public Employees (IFPE) Employee Transfer Request. 

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.


Posting Identification Number  MP21233

Job Responsibilities

  • Serves as a Customer Service Representative in conducting complex, specialized technical duties in the development and updating of automated procedures for tracking, entering, and retrieving imaged correspondence
  • Responds to inquiries from pharmacies and other medical providers regarding rejected claims due to the Prior Approval/Refill-Too-Soon process
  • Develops spreadsheets to track provider data, reporting and system monitoring
  • Receives records and claims from providers, payment file and on-line correction files on the computer
  • Serves as back-up for the Health Benefits/All Kids Hotline Statewide Program
  • Utilizes a personal computer to compile data for adjustment determination, prior payments, adjustments and recipient eligibility
  • Files drug prior approval forms in accordance with established procedures
  • Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Qualifications

  • Requires knowledge, skill and mental development equivalent to two years of secretarial/business college and one year of office experience, or completion of high school and three years of office experience, or three years of independent business experience
  • Qualifying state employees, in the employee Upward Mobility Program, may complete combinations of specific proficiency tests and training programs leading to a certificate of proficiency in lieu of the stated requirements for this classification

Conditions of Employment

  • Requires the ability to pass a background check
  • Requires the ability to utilize and maintain state issued equipment such as a laptop

Work Hours:  8:30 a.m. - 5:00 p.m. Monday - Friday  
Work Location: 1001 N Walnut St Springfield, IL 62702-3724  
Agency Contact:

Job Family:  Clerical and Administrative Support  


This position DOES NOT contain “Specialized Skills” (as that term is used in CBAs).



Use the “Apply” button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so. 

State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the homepage in the blue ribbon. 

Non-State employees should log in on the using the “View Profile” link in the top right of the homepage in the blue ribbon.  If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

If you are seeking a transfer please remember to upload a State of Illinois Department of Central Management Services Illinois Federation of Public Employees (IFPE) employee transfer request. 

Non-State employees: on – click “Application Procedures” in the footer of every page of the website.


The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses: