Customer Service Advisor Supervisor

Company: Massachusetts - Executive Office of Health and Hum
Location: Greenville
Posted on: June 8, 2021

Job Description:

Description

The Massachusetts Rehabilitation Commission (MRC) is seeking a customer focused individual with experience in supervising a team to fill the role of Customer Service Advisor Supervisor. In this role the selected candidate will supervise, assign, and monitor a team of Benefits and Eligibility Social Workers (BERS A/B) as they gather and package all documentation needed to determine eligibility of MRC applicant/consumer.

The Customer Service Advisor Supervisor will collaborate and communicate with multiple stakeholders to support and process the completion of the online application, collection of documents, and scheduling of intake appointments. The Customer Service Advisor must also be able to independently problem-solve and provide excellent customer service to the applicant.

MRC is a learning and participatory performance culture with an emphasis on high performance teams, individual performance/contribution/impact, and engaging in activities to promote and support a program/division/agency (e.g., committee membership, Roadmap workgroup membership, presenting at Town Halls, achieving learning and performance goals). In addition, MRC is an agency committed to diversity, equity, inclusion, and racial equity, as well as innovation, transformation, change, and creating a culture of agility, excellence, and belonging.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Monitor and review the coordination with eligibility screeners and scheduling intake appointments where appropriate and deemed necessary by program.
• Review the document collection and updates of appointments within technology tools and tracking mechanisms.
• Support and review the completion of the online application on behalf of the consumer as necessary.
• Educate the team and consumers on the online application process, the eligibility determination process, the informational packet process, release forms, etc.
• Serve as the primary point of contact for application status tracking and assigning new applicants the CSA team working with the other supervisors.
• Responsible for understanding the eligibility criteria results from the online application and conveying next steps in the eligibility process to the team and the consumer, as well as providing a handoff to the eligibility screener.
• Support team members during requesting and collecting documentation from the applicant and associated medical providers.
• Validate customer demographic, financial, and background data by contacting applicant to obtain information not listed on eligibility forms.
• Monitor and review signed release forms for applicants should be sent to medical providers in a timely manner after receiving them.
• Responsible for entering applicant online applications into respective database(s) and uploading of applicant documents to appropriate folders while monitoring BERs A/B in this process.
• monitor, review, prepare and send the information packet, in which tasks include understanding what programs the consumer is applying for, including the latest medical release forms, general program information, and other letters or materials needed per information packet guidelines.
• Provide fiscal support by maintaining encumbrance logs for all purchase of service purchase orders, cash disbursement proposals, blanket medicals and missed appointments.
• Maintain fiscal documents for MRC Connect contracts, increase or decrease of service purchase orders, batch all contracts, consumer service payments, medical and missed appointment invoices, planned obligations, cash disbursements and travel vouchers.
• Correspond with vendors regarding incomplete or incorrect billing.
• Confer with counseling staff to problem-solve to assure correct information and complete delivery of services.

Required Qualifications:

• Demonstratable skill in handling confidential information and understanding of medical form requirements.
• Knowledge of diversity, equity, inclusion, racial equity, and effective engagement across differences.
• Ability to demonstrate knowledge of interacting with medical providers and processing informational packets.
• General knowledge of MRC programs and policies.
• Ability to multi-task, prioritize, and manage time effectively.
• Effective customer service skills and ability to assess and handle sensitive and emotional situations.
• Ability to relate, deal tactfully, and communicate with various consumers and social backgrounds.
• Ability to communicate effectively in oral expression as well as written as well as maintaining harmonious relationships.
• Highly organized, detailed, and skillful in dealing with complex medical forms and interacting with medical providers.

Preferred Qualifications:

• Advanced knowledge of the online application for MRC Connect as well as the usage of call center and Jabber software.
• Four (4) plus years of experience in customer service and a call center.
• Demonstrated knowledge of eligibility determination processes required information and forms, and facilitation of form completion.
• Knowledge of the laws, rules, policies, and procedures governing assigned activities.
• Strong knowledge of MRC programs, policies, and services as well as other health and human services programs, policies, and processes.

To Apply:

Please upload both Resume and Cover Letter for this position when applying.First consideration will be given to those applicants that apply within the first 14 days.

About the Massachusetts Rehabilitation Commission:

The Massachusetts Rehabilitation Commission (MRC) promotes equality, empowerment, and independence of individuals with disabilities. These goals are achieved through enhancing and encouraging personal choice and the right to succeed or fail in the pursuit of independence and employment in the community. The MRC provides comprehensive services to people with disabilities that maximize their quality of life and economic self-sufficiency in the community.

For more information about our agency and programs visit: www.mass.gov/mrc

Total Compensation:

As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including:75% state paid medical insurance premium

• 75% state paid medical insurance premium
• Reasonable Dental and Vision Plans
• Flexible Spending Account and Dependent Care Assistance program
• Low cost basic and optional life insurance
• Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan
• 12 paid holidays per year and competitive Sick, Vacation and Personal Time
• Tuition Benefit for employee and spouse at state colleges and universities
• Short-Term Disability and Extended Illness program participation options
• Incentive-based Wellness Programs
• Professional Development and Continuing Education opportunities
• Qualified Employer for Public Service Student Loan Forgiveness Program

Pre-Hire Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visithttp://www.mass.gov/hhs/coriand click on "Information for Job Applicants."

As part of the hiring process, the Office of Human Resources will be verifying any college-level degrees conferred to the selected candidate. Additionally, any licensure required for the position will be verified. Information provided as part of the hiring process is subject to the Massachusetts Public Record Law and may be published on the Commonwealth's website.

Education, licensure, and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.

For questions, please contact the Office of Human Resources at 1-(see application details) and select option 2.

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