Member Services Representative

Stavros; Springfield (MA); Sur place; USD 22 000 - 32 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Bilingual English/Spanish

Attention to Detail

Communication and Organization

Independent problem solving

Outils

Microsoft Word

Excel

Outlook

Description du poste

Member Services Representative# Member Services RepresentativeHot JobSpringfield, MA 01109## OverviewSalary Range$19.50 - $19.50 Hourly## DescriptionTo 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, MA**Essential Duties and Responsibilities*** Respond to all incoming calls and direct to the appropriate person if unable to assist caller* Manage voicemail system for our Personal Care Services and return calls within 48 hours without exceeding 72 hours* Document all incoming calls and complaints, if abuse or neglect, contact appropriate agency and fill out mandated reporter form* Follow up on email request and respond accordingly and document* Educate walk-in and on the phone consumers on all aspects of the management of the Personal Care Services* 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, email addresses, Primary Care Physician and emergency contact* Verify information in Tempus portal and update as needed* Provide and educate on how and where to hire a PCA using the Mass *PCA Directory*## Qualifications**Qualifications:*** Bi-lingual (English/Spanish)* Strong Attention to Detail* Excellent Communication and Organizational skills* Ability to work independently and problem solve.**Required Skills/Abilities*** Knowledge of Microsoft Office- Word, Excel and Outlook* Knowledge of Excel