Participant Liaison Field Rep - iLife

Centers for Independence; Milwaukee (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Centers for Independence is seeking a Participant Liaison Field Representative to ensure optimal service for participants and staff. The role emphasizes resolving escalated issues, data analysis to identify trends, and driving performance improvements.

The position requires a Bachelor's degree or equivalent experience, at least two years in human services operations, and strong written and verbal communication skills.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• Minimum of 2 years human services operations or related experience.
• Knowledge of Medicaid, managed care and/or Medicare preferred.
• Ability to work independently and manage all functions necessary to maintain service setting.
• Ability to deescalate interactions with clients and stakeholders as needed.

Responsibilities

• Directs exemplary customer service to participants, participant-hired workers, co-workers, vendors, and government agencies to ensure compliance with state and regulatory requirements.
• Effectively manages escalations within the department by ensuring appropriate accountability, urgency, communication and follow through to acceptable resolution.
• Conducts interactions with participants, participant-hired workers, vendors, and IRIS Consultant Agency staff.
• Manages and maintains office functionality.
• Ensures the secure delivery of documents.
• Performs other duties as assigned.

Skills

Written communication

Verbal communication

Deescalation

Independence

Microsoft Office

Spanish language

Education

Bachelor's degree or equivalent

Tools

Word

Outlook

Excel

Microsoft Teams

Job description

Job Purpose: The Participant Liaison Field Representative ensures optimal service is provided to participants, participant-hired workers, IRIS Consultant Agency staff, and Department of Health Service staff by helping resolve escalated problems and/or issues. This role compiles and analyzes team data to identify trends and opportunities in order to drive effective performance results.Essential Job Functions:(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)Directs exemplary customer service to participants, participant-hired workers, co-workers, vendors, and government agencies to ensure compliance with state and regulatory requirements.Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to acceptable resolution.Conducts interactions with participants, participant-hired workers, vendors, and IRIS Consultant Agency staff.Manages and maintains office functionality.Ensures the secure delivery of documentsProvides direction and support throughout the department relative to participant and participant-hired worker issues.Other duties as assignedRequired Education, Experience, Certifications, Licensure and Credentials: (Where appropriate, education and/or experience may be substituted)Minimum Required Education: Bachelor’s degree OR equivalent work experience in a related field.Minimum Required Experience: Minimum of 2 years human services operations or related experienceTravel Type: Less than 10%Knowledge, Skills, & Abilities:Some understanding of long-term care, disabilities, Medicaid, managed care and/or Medicare is preferredAbility to work independently in and manage all functions necessary to maintain service setting.Ability to deescalate interactions with clients and stakeholders as needed.Strong written and verbal communication skills.Demonstrated proficiency with basic computer programs such as Word, Outlook, Excel, Microsoft Teams, etc.Bilingual Spanish/English preferredPhysical Requirements, Visual Acuity, and Work Conditions:Physical Requirements: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.Visual Acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal.Working Conditions: None: The worker is not substantially exposed to adverse environmental conditions.This is a general outline of the essential functions of this position and shall not be construed as an all-inclusive description of all work requirements and responsibilities that may be inherent in this position. The employee may be required to perform other job-related duties as requested by the designated work leader(s). All requirements are subject to change over time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.