About this role
- Respond to all incoming calls while being logged in to our AVAYA call center system 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