Member Services Representative

Description

To provide telephone support to people with disabilities receiving Personal Care Services 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.

• 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

Requirements

· Bi-lingual (English/Spanish) 

· Strong Attention to Detail

· Excellent Communication and Organizational skills

· Ability to work independently and problem solve.

· Knowledge of Microsoft Office- Word, Excel and Outlook