Job Title: Participant Service Representative
FLSA Status: Non-Exempt
Salary Range: See Salary Scale
Education: Associate degree Preferred, High School Diploma or GED minimum.
Experience: Has worked in a primary care practice as receptionist, MOA for 3 years or more. Has at least 1 year of experience working with the frail elderly population.
Number and Type of Employees Supervised (optional): None
Licensure, Registry or Certification Required: Associate degree preferred. Valid NC Driver's License with good driving record with a minimum of no major moving violations
Special Training: Must possess knowledge and skills necessary to provide customer service to participants; other training as required by department. Only act within the scope of his or her authority to practice. Meet a standardized set of competencies for the specific position description established by Senior TLC and approved by CMS before working independently.
Immunizations: Be medically cleared for communicable diseases and have all immunizations up to date before engaging in direct participant contact
Ages of Patients Rendered Care:
Key Responsibilities: (*denotes an age-related skill or task)
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Represents Senior TLC with accurate and comprehensive information as requested by guests and visitors.
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Serves as receptionist, managing participant flow into and out of the center, directing phone calls and inquiries to appropriate staff members as requested. Assists with the checking in/out process as required.
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Facilitates requests for information and data, resolves administrative problems and inquiries as requested.
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Monitors facility security cameras during daily business hours, reporting any security issues to department supervisor.
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Assists with collecting participant monthly liability (PML) payments for the Finance Department.
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Assists the Customer Service Laision in the initial identification of Participant’s overt problems/needs. Identifies problems requiring further referral and/or follow-up using critical thinking skills.
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Communicates participant changes to team members by using available technology
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Performs administrative tasks including the printing of the monthly participant emergency book and assisting with preparing participant food bags.
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Assists the Transportation Department with incoming calls and questions when transportation staff is unavailable.
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Other duties as assigned.
Addendum:
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Picks up and delivers Durable Medical Equipment (DME), supplies, medications, and miscellaneous items as directed.
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Ability to drive all variety of vehicles that are included in the organization’s transportation fleet with the understanding (s)he may drive any type of vehicle upon the instruction of Transportation Manager and/or designee.
