Member Services Representative

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

To provide telephone support to PCM consumers and staff. 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.Schedule - Monday through Friday 9am-4:30pm, 35 hours per weekLocation - Springfield, MAEssential Duties and ResponsibilitiesRespond to all incoming calls and direct to the appropriate person if unable to assist callerManage voicemail system for our Personal Care Services and return calls within 48 hours without exceeding 72 hoursDocument all incoming calls and complaints, if abuse or neglect, contact appropriate agency and fill out mandated reporter formFollow up on email request and respond accordingly and documentEducate walk-in and on the phone consumers on all aspects of the management of the Personal Care ServicesDocument and process any appeal requests for denial of services, reduction in Personal Care Service hours done during RN nursing evaluationProvide administrative support to the department: including mail sorting, scanning, and copies.Verify MassHealth EligibilityUpdate our consumers personal information such as address, phone number, email addresses, Primary Care Physician and emergency contactVerify information in Tempus portal and update as neededProvide and educate on how and where to hire a PCA using the Mass PCA DirectoryQualifications:Bi-lingual (English/Spanish)Strong Attention to DetailExcellent Communication and Organizational skillsAbility to work independently and problem solve.Required Skills/AbilitiesKnowledge of Microsoft Office- Word, Excel and OutlookKnowledge of Excel