PT Customer Service Specialist I
Job description
Summary
This Part-Time Customer Service Specialist I position will work remotely most of the time providing information and referrals on community services and assistance with Medicaid and Medicare benefits to elders, people with disabilities or their caregivers for possible assistance through the Aging and Disability Resource Center.
Critical features of this job are described under the headings below. They may be subject to change at any time due to reasonable accommodation or other reasons.
- Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Client Assistance
Assist and follow up with clients contacting the agency by phone, voicemail, fax, email or chat.
- Triage calls by assessing caller needs and assisting callers to find the resources available (e.g. Medicaid, Medicare, LTC, DOEA funded programs, other publically funded or private pay) in their community pertinent to their needs while ensuring compliance with Standards of Client Confidentiality.
- Will assist callers with Medicaid and Medicare by utilizing Refer system to submit referrals in order to complete applications for Medicaid, Medicare, Subsidy programs and SNAP program
- Assist callers on ways to negotiate services and benefits and provide options counseling.
- Call other agencies in the aging network to obtain information for callers when needed.
- Implement three-way calls when contacting other agencies on behalf of the caller.
- Conduct follow-up calls to determine the outcome of the referral
- Contact the Language Line Solutions to assist clients needing an interpreter.
- Collect caller demographic information and record into the Information & Referral web-based data base system.
- Correct utilization of the database, to ensure all needs/unmet needs are reported.
- Advocates on behalf of the clients.
- Respond in writing to e-mails and letters from concerned citizens and information requests from individuals and agencies.
- Conducting consumer satisfaction survey and respond accordingly.
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
- Resource Development:
- Utilize Information & Referral web-based data base system to access and retrieve information on Community resources.
- Assist in the data input on the database.
- Reviews releases, brochures and other materials to keep abreast of current developments in the local aging and disability networks.
- Comply with AIRS Standards for Professional Information and Referral:
- Establish rapport with the inquirer and use interactive listening skills to discern the presenting problem
- Respond to each inquirer in a professional, non-judgmental and culturally appropriate manner
- Make an accurate assessment of the inquirer’s problems and needs asking relevant questions to elicit information necessary for an accurate referral
- Present the inquirer with various approaches to addressing the problem
- Explore the inquirer’s own resources (e.g., friends, family, faith-based community)
- Effectively utilize the resource information system to identify resources to meet the inquirer’s needs
- Where possible and desirable, provide at least three referrals to give the inquirer a choice (and to protect the I&R service from being perceived as making a “recommendation”)
- Provide accurate and necessary information to enable the inquirer to choose the most appropriate resource(s)
- Recognize the inquirer’s right to make his or her own choices
- Pursue the problem until both the inquirer and the specialist are assured that all appropriate options have been exhausted
- Suggest ways the inquirer can advocate for him or herself, when appropriate (empowerment)
- When warranted and with the inquirer’s permission, make direct contact and communicate effectively on behalf of the inquirer with other agency staff through three-way calling, notification of the inquirer’s forthcoming contact, or scheduling of appointments
- Refer to an advocacy organization or negotiate on behalf of inquirers to assist them in obtaining a needed service when they cannot effectively represent themselves or when they have a complaint about a service
- Encourage inquirers to call back if the information proves incorrect, inappropriate, or insufficient to link them with the needed service(s)
- Follow up, when appropriate; and accurately record transaction information for use in reports.
II. Education and/or Experience
High School Diploma and a minimum of two years experience in information and referral services, case management, call center services or related work experience. Comply with AIRS Standards for Professional Information and Referral (See Policies and Procedures).
III. Certificates, Licenses, Registrations
Obtain certification as a Certified Information and Referral Specialist through the AIRS Certification Program.
Pre-employment background check and drug screen will be conducted on top candidate. It is mandatory that a candidate be able to pass a Level II criminal background check through the Department of Elder Affairs prior to starting work.
Salary: $14.50/hour
Equal Opportunity Employer – ElderSource values all people - including but not limited to all nationalities, socio-economic backgrounds, abilities, races, genders, religious perspectives, sexual orientations and gender identities – in everything we do. We welcome the unique insights and perspectives of all persons in our quest to fulfill our mission. To that end, ElderSource expects employees to embrace and participate in all of the agency's diversity, equity and inclusion (DEI) training, presentations and activities.
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