POSITION SUMMARY:
The Program Support Specialist provides follow-up to a program’s daily operations. The incumbent will participate in CBES projects and staff training as needed. S/he will work in collaboration with the CBES directors, managers, supervisors, and staff. In addition, the Program Support Specialist will promote CBES’ mission statement and represents CBES in the community. S/he will participate in outreach, workshops, events, and other activities in conjunction with the agency’s Community Relations Department and Management Team as required.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Maintain ongoing communication and provide prompt responses to CBES contracted partners and providers in an efficient and courteous manner.
- Monitor daily correspondence and follow up appropriately as needed.
- Monitor and/or communicate to the appropriate staff the following notifications from a variety of notification systems:
- MassHealth Status changes
- Hospital admissions and discharges.
- Other changes that may impact consumers’ safety and well-being such as consumers’ health status, insurance coverage, informal support system, or living arrangement,
- Assist program staff with:
- Service implementation, closing, and care plan change requests submitted by the plan’s administrators and CBES staff.
- Adaptive equipment requests through the plan contracted vendor.
- Complete paperwork aligned with procedures for consumer program transfers.
- Complete required procedures for consumer case closing.
- Assist with resolving billing discrepancies.
- Assist in researching and resolving SAMS errors.
- Provide other follow-up support to the program staff and management team.
- Provide logistical support to the Program Management Team including, but not limited to:
- Prepare information and reports for the program Management Team as requested.
- Collaborate with other departments, as necessary.
- Assist with SAMS data clean-up.
- Assist with wellness checks.
- Assist with language translation (if applicable).
- Assist with monitoring uncovered cases.
- Assist with scheduling ongoing routine assessments.
- Upload attachments in consumer electronic files, file, archive, and dispose of paper documents, (as needed) per HIPAA, PHI, and CBES policies and procedures.
- Participate in the orientation and training of CBES staff.
- Attend all Program Management meetings and training.
- Perform other duties as assigned.
QUALIFICATIONS:
- High school diploma required; college degree welcomed but not required.
- Ability to work independently with minimal supervision.
- Experience in computerized business applications.
- Strong verbal and written communication skills.
- Strong organizational skills, including the ability to manage time effectively to meet deadlines.
- Attention to details and ability to multitask.
- Experience in developing a strong working knowledge of a client database management system.
- Ability to keep up with changes and develop a strong working knowledge of changes in procedures and regulations for EOEA, CBES programs, and other policies.
- Evidence of ability to maintain confidential information.
- Ability to collaborate with a diverse staff.
- Ability to work collaboratively as a member of a team.
- Ability to be flexible and willing to assist where and when needed.
PHYSICAL REQUIREMENTS OF THE JOB:
- Ability to lift and carry objects frequently weighing up to 10 to 15 pounds.
- Ability to climb stairs.
- Ability to travel to the community to perform visits at consumers’ home.
- Work requires regularly standing, stooping, and bending.