Bilingual Member Services Specialist (English/Spanish)

Stavros; Springfield (MA); On-site; USD 22,000 - 32,000; Full time

Job summary

Stavros in Springfield, MA is seeking a Member Services Representative to provide telephone support to PCM consumers and staff. The role supports persons with disabilities and Deaf people as they access Personal Care Services, with a Monday–Friday 9am–4:30pm schedule.

You will manage calls and voicemails, document interactions, assist with appeals for denials or reduced hours, verify MassHealth eligibility, keep consumer records up to date, and educate clients on hiring a PCA using the Mass PCA

Qualifications

• Bilingual English/Spanish preferred.
• Strong attention to detail required.
• Excellent communication and organizational skills are essential.
• Ability to work independently and problem solve.

Responsibilities

• Respond to all incoming calls and direct to the appropriate person.
• Manage voicemail system and return calls within 48–72 hours.
• Document all calls and complaints, escalate where needed.
• Educate consumers on Personal Care Services and related processes.
• Verify MassHealth eligibility and update consumer information.

Skills

Bilingual English/Spanish

Attention to Detail

Communication and Organization

Independent problem solving

Tools

Microsoft Word

Excel

Outlook

Job description

Stavros in Springfield, MA is seeking a Member Services Representative to provide telephone support to PCM consumers and staff. The role supports persons with disabilities and Deaf people as they access Personal Care Services, with a Monday–Friday 9am–4:30pm schedule.

You will manage calls and voicemails, document interactions, assist with appeals for denials or reduced hours, verify MassHealth eligibility, keep consumer records up to date, and educate clients on hiring a PCA using the Mass PCA