Community Resource Network of Florida provides services to Individuals with Developmental and Intellectual Disabilities. We believe that every person should have access to personalized services to enhance their quality of life. The needs of the individuals that we serve are at the heart of everything we do. If you are interested in making a difference in someone's life, join our team! 

This position is a 100% in-person role in our offices in Fort Myers, Florida. 

This position requires fluency in Spanish and English. 

PRINCIPAL ACCOUNTABILITIES OF POSITION

Deliver welcoming, professional, and friendly customer service to all callers and in-person guests, in addition to providing administrative support.

Process referrals for services. Work in collaboration with Individuals/families, Direct Support Professionals (DSP), Waiver Support Coordinators (WSC), and others to ensure compliance with Medicaid standards.

ROLE OF THE ADMINISTRATIVE SUPPORT SPECIALIST

The Administrative Support Specialist is the first point of contact for the Individual/family that will be receiving in-home direct support services. The Administrative Support Specialist will work as a liaison between referral sources, Waiver Support Coordinators, Direct Support Professionals, and internal teams ensuring communication of required elements of services.

ESSENTIAL FUNCTIONS

1. Telephone Support 

Answers the multi- line telephone system in a prompt and courteous manner.

Determine nature of caller’s business and directs the call to the appropriate person 

Provide customer service to all callers, working to answer routine questions and inquiries.

2. Employee and Guest Support 

Greet and welcome all visitors in a friendly and professional manner. 

Determine the nature of the individual’s visit and process appropriately. 

Follow all CRN protocols for visitors in the building. 

Direct employees and guests to appropriate internal staff. 

Provides answers to routine inquires, as appropriate. 

Maintains confidentiality of all processed documents. 

Maintains confidentiality of all Individuals served during in-person visits.  

3.  Customer Service & Client Relations

•  Build relationships with Individuals/families, Waiver Support Coordinators, Agency for Persons with Disabilities (APD) and nurse coordinators to become their provider of choice.
• Acts as liaison between the Individual receiving services, Waiver Support Coordinators, and CRN internal teams to ensure compliance with Medicaid guidelines to begin services.
• Conduct initial intake interviews with Individuals/families to gain thorough understanding of their specific care needs and determine schedule.
• Provide all required paperwork and forms to Individual/responsible party.
• Audit forms for accuracy and completion prior to services commencing.
• Conduct annual updates with each Individual/family served
• Input information accurately into appropriate systems
• Monitor receipt of required paperwork
• Maintain on-going communication with CCC team
• Review CCC caseload continuously, assign referrals to maintain open order/caseload balance
• Conducts annual review of services with Individuals/families ensuring quality and satisfaction.

1.  Care Coordination Support

• Assist CCC team with monitoring and updating recruiting ads
• Complete reference checks as needed
• Send documents to applicants and assist with completion as needed
• Assist DSPs and families/Individuals as needed

Other Duties

• Attend meetings and communicate frequently with team.
• Document processes
• Continuously enhances knowledge on the MS office suite
• Create correspondence as appropriate, assist with mailings
• Create and maintain well-organized filing and retrieval system
• Conduct inventory of office supplies, basic kitchen supplies, order as needed 
• Maintain inventory of office, kitchen, and restroom supplies
• Maintain professional appearance of front office area, including entrance, both inside and outside
• Maintain clean and tidy common areas, including kitchen and restrooms
• Other projects and activities as assigned.

QUALIFICATIONS

• High School diploma or equivalent, college coursework preferred
• 1- year direct customer service, via telephone or face-to-face
• 1 year experience in a healthcare setting, or experience working with Individuals with I/DD
• Min 6 months’ work experience in an office, preferably experience with Medicaid funded services
• Bi-lingual skills required: Spanish and English.
• Valid state driver’s license.
• Must pass Level II Background screening.
• Must pass drug screening

KNOWLEDGE AND SKILLS

• Must understand general business, office terminology and intermediate computer skills.
• Must have thorough understanding of the MS Office Suite
• “Company Knowledge” Understand and articulate the services provided and the customer value for the CRN brand.
• Must have strong interpersonal and communication skills (both verbal and written).
• Excellent customer service skills
• Must have the ability to handle high call volume
• Must be able to compose routine correspondence and reports.
• Ability to plan, organize and prioritize work and multi-task.