Operations Liaison - Fiscal Services

Job Purpose: The Operations Liaison will serve all functions of Fiscal Services operations, providing optimal service to Rep Payee clients, Self-directed program participants, caregivers, and Case Management agencies, Vendors, and the Department of Health Services staff. The Operations Liaison will support customers by phone, chat, and email to provide service-related information, resolve emerging problems and answer customer questions accurately and efficiently.

Essential Job Functions:

• Manage daily operations of fiscal agent and rep payee/money management lines of business, ensuring all program participants receive services according to contractual SLAs.
• Process Payroll for multiple state and county programs. Provide direct communication with key stakeholders, including but not limited to Rep Payee clients, Self-directed program participants, Social Security Administration, Managed Care Organizations, and Department of Health Services staff.
• Submit and verify bank files for multiple programs including rep payee contracts, family care,and children’s programs.
• Assist operations supervisor with billing of services including correcting claims and reporting on trends in denials.
• Provide exemplary customer service, identifying trends in customer concerns and escalate to department leadership.
• Create and maintain documentation of customer experience in several web-based systems.
• Interpret and communicate complicated program, payroll, tax and budgetary information to customers in an easy-to-understand way.
• Provide backup support for all iLIFE departments, including assistance with onboarding, 4 year background checks, year-end processing, and payroll/claims duties.
• Process authorizations by entering authorization information timely and accurately based on each client’s approved plan.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to acceptable resolution.
• Executes exemplary customer service to key stakeholders to ensure compliance with state and regulatory requirements.
• other duties as assigned

Required Education, Experience, Certifications, Licensure and Credentials (Where appropriate, education and/or experience may be substituted.):
Associate’s degree or equivalent experience in business, accounting, social work, or closely related field.

Minimum Required Education: Associate’s degree or equivalent experience in business, accounting, social work, or closely related field.

Minimum Required Experience: Minimum of 2-4 years’ experience working in long-term care, representative payee services, or related industry.

Required License/Certification/Registration: n/a
Issued By Governing Body: n/a

Travel Type: up to 25%

Required Auto Insurance and Driver’s License: valid driver license

Knowledge – Skills – Abilities:
• Experience in representative payee services or closely related field.
• Experience working with adults with disabilities
• Comfortable with face-to-face conversations with staff, program participants and caregivers
• Ability to work effectively and cooperatively as a member of the team, as well as work independently, in order to meet goals and objectives
• Ability to connect, motivate, and communicate programmatic information to a wide variety of stakeholders, including staff, clients, and the public.
• Excellent organization and communication skills

Physical Requirements, Visual Acuity, and Work Conditions:

Physical Requirements: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Visual Acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal.

Working Conditions: None. The worker is not substantially exposed to adverse environmental conditions.