Offer: Customer Care Specialist

Customer Care Specialist

JOB DESCRIPTION

Do you enjoy helping people who are sometimes unable to help themselves? If so, The Customer Care Specialist position maybe a good fit for you.


Independent Living, Inc., a progressive and dynamic cross-discapability services organization and a leader in the provision of peer services in the Hudson Valley region is seeking to hire a Customer Care Specialist working within our Options/CDPAS program.


The Customer Care Specialist is an agent for Independent Living, Inc. and Independent Home Care, Inc. acting as liaison between the agency's system of care, program recipients and Personal adjuncts (PA). Responsibilities include but are not limited to outreach, conducting surveys, data entry and maintaining relationships with PA (Personal adjuncts) and individuals utilizing the program. High School diploma or equivalent, required. Associate Degree, preferred. Two years of significant practice in customer service. Bi-lingual English/Spanish, preferred.


People with disabilities encouraged to apply.


tasks AND RESPONSIBILITIES:

»Outreach to individuals who newly enrolled into the program within 2 weeks of enrollment to check in on service provision/ progress.

»Outreach to new PAs who recently began working for an individual enrolled in the program within 2 weeks of onboarding to check in.

»Assist program staff by translating for Spanish speaking customers.

»Conduct consumer satisfaction surveys for individuals being served, twice a year.

»Enter Data for New Consumers and New Personal adjuncts (PAs) in Foothold (Independent Living, Inc.'s database) and Medisked (Independent Home Care's database). Ensure that the consumer roster in Foothold remains accurate.

»Maintain the ?De-Institutionalized? Statistical information in Foothold.

»Review weekly the RHIO Statewide Medicaid data base for Consumers who might be hospitalized. Disseminate this information to the Options/CDPAS team and follow-up with Consumers as needed.

»Outreaches to consumers who fall under 85% utilization to provide technical assistance and troubleshooting to consumers who are struggling to use their hours. Continue to follow up with these consumers for a person-centered approach in remedying whatever issue they are facing which is preventing them from making full use of their authorized hours.

»Back up New PA Intakes as needed by the Intake Specialist.

»As needed, work 1:1 with individuals seeking a PA by assisting them in crafting an advertisement specific to their needs, helping them to create online accounts from which to post the ad, preparing them to interview or participating in the interview with them etc.

»Outreach to current PAs who are on IHC's payroll and may be looking for additional hours.

»When a PA separates from a consumer, outreach will be conducted to inquire as to if that individual would like to go onto the PA list. If so, they will be sent the form to complete.

»Discuss the CDPAS program with any potential PAs who are not yet connected to a consumer/ IHC. If they would like to be placed on the PA list, send the form and follow up as needed.

»Provide new and existing consumers with toolkit for maintaining a prosperous relationship with their PAs including troubleshooting tips and sample evaluations. Update toolkit as needed.

»Outreaches to consumers who are active with no PA to provide technical assistance described above.

»The above list of responsibilities is not intended to be all inclusive, other responsibilities and/or training may be assigned or required.


SHIFT:

»Monday through Friday 9:00am-5:00pm.


BENEFITS:

» 401(k)

»Health insurance

»Dental insurance

»Vision insurance

»Life insurance

»Flexible Spending Account (FSA)

»Paid time off

Qualifications

»High School diploma or equivalent, required. Associate degree, preferred.

»Two years of significant practice of customer service work.

»Outstanding customer service expertise with strong client focus.

»Bi-lingual English/Spanish, preferred.

»Familiar with Microsoft Office (Word, Excel, PowerPoint, Outlook). Proficient in Excel.

»Must have previous database practice. Familiarity with Foothold and/ or Medisked, a plus.

»Must be well organized and detailed oriented.

»High regard for accuracy and attention to detail.

»Strong teamwork and interpersonal expertise.

»Willing to share ideas and work closely with manager and team members to achieve program goals.

»Must be able to work independently on assigned tasks and assist with team projects when needed.

»Excellent communication expertise; both written and oral.

»Comfortable with telephonic interaction and communicating/relaying information to the manager and team members.

»Honesty, respect for diversity, high personal standards, language and behaviors reflecting such values and the Independent Living philosophy.



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