Member Services, Stavros Center for Independent Living, Amherst, MA

Job Type
Full-time

Description

Looking for a Customer Service Representative to provide in person and telephone support to people with disabilities inquiring about Personal Care Services concerns. Our mission at Stavros is to help persons with disabilities and Deaf people develop the tools and skills they need to take charge of their own lives. We accomplish this through programs and services designed to meet the needs of persons of any age or disability as they work to achieve the life goals that are important to them.

Essential Functions of the position include:
Retrieve voice messages before start of day and return calls within 48 to 72 hours from our voicemail system for our Personal Care Services
Educate walk-in and on the phone consumers on all aspects of the management of the Personal Care Services management. Including assistance in completing timesheets etc.
Respond to all incoming calls and direct to the appropriate person if unable to assist caller
Document all incoming calls and complaints, if abuse or neglect, contact appropriate agency and fill out mandated reporter form
Document and process any appeal requests for denial of services, reduction in Personal Care Service hours done during RN nursing evaluation
Provide administrative support to the department: including mail sorting, scanning, and copies.
Verify MassHealth Eligibility
Update our consumers personal information such as address, phone number, Primary Care Physician and emergency contact
Requirements

Must have
Knowledge of Microsoft Office- Word, Excel and Outlook
Bi-lingual (English/Spanish) preferred
Strong Attention to Detail
Excellent Communication and Organizational skills
Ability to work independently and problem solve.