Bilingual Member Services & Support Specialist

STAVROS CENTER FOR INDEPENDENT LIVING INC; Springfield (MA); On-site; USD 25,000 - 36,000; Full time

Job summary

Stavros Center for Independent Living Inc. seeks a telephone support specialist in Springfield, MA to assist PCM consumers and staff. The role emphasizes prompt call handling, documentation, and coordination with MassHealth services.

The position requires bilingual English/Spanish communication, strong organizational skills, and proficiency with MS Office. Work hours are weekdays, with a 35-hour week and a focus on responsive, confidential client support.

Qualifications

• Bilingual English/Spanish
• Strong attention to detail
• Excellent communication and organizational skills
• Ability to work independently and problem solve

Responsibilities

• Answer all incoming calls and direct to appropriate person
• Manage voicemail and return calls within 48–72 hours
• Document all calls and complaints; report abuse or neglect per mandated reporter process
• Follow up on email requests and respond; document actions
• Educate walk-in and phone consumers on Personal Care Services management
• Process appeal requests for denials or hours reductions during RN evaluation
• Provide general administrative support (mail, scanning, copies)
• Verify MassHealth eligibility and update consumer records
• Update contact details in the Tempus portal
• Guide on how to hire a PCA via the Mass PCA Directory

Skills

Bilingual English/Spanish

Attention to detail

Excellent communication

Organizational skills

Independent work

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Stavros Center for Independent Living Inc. seeks a telephone support specialist in Springfield, MA to assist PCM consumers and staff. The role emphasizes prompt call handling, documentation, and coordination with MassHealth services.

The position requires bilingual English/Spanish communication, strong organizational skills, and proficiency with MS Office. Work hours are weekdays, with a 35-hour week and a focus on responsive, confidential client support.