Member Services Representative

To provide telephone support to PCM consumers 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.

Schedule
- Monday through Friday 9am-4:30pm, 35 hours per week Location
- Springfield, MA Essential Duties and Responsibilities 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 Mass Health 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:

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