What are the responsibilities and job description for the Support Services Team Supervisor position at Central Boston Elder Services Inc?
POSITION SUMMARY:
The Support Service Team Supervisor is responsible for assisting the Support Services Team Manager with the day-to-day operations of the CBES Support Service Team and Provider Hotline.
Support Service Team Supervisor supervises CBES Service Support Coordinators and works collaboratively with the Sr. Manager of LTSS and other managers, supervisors, and directors. S/he promotes the CBES mission statement, represents CBES in the community, and participates in outreach, workshops, events, and other activities in conjunction with the agency's Community Relations Department and Management Team as required.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Assist the Team Manager in developing, coordinating, maintaining, and enforcing program policies, procedures, quality, and productivity standards by analyzing and resolving quality and customer service problems; identifying trends; and recommending system improvements.
- Responsible for managing staff. Ensure open lines of communication by clearly defining job expectations and monitoring workflow.
- Participates in the interview and selection process for new staff members.
- In partnership with the Team Manager, provide consultation to team members and facilitate resolutions for complex service-related issues and emergency requests regarding programs, services, and referrals in general, as well as for specific consumers and providers, as appropriate.
- Assist Special Program Management Team with processing enrollment/disenrollment rosters and referrals submitted by BEI, SCO, and One Care Plans, or other sources.
- Back-up Team Manager as a resource between CBES and the community at large; coordinate implementation of services for consumers as requested by the CBES Managed Care Partners: Senior Care Options and One Care Plans.
- Ensure appropriate authorization has been entered by CBES Managed Care Organizations (MCO) partners into their respective electronic record systems, and a proper procedure code has been assigned to authorized services.
- Researching and resolving SAMS electronic vendors' invoicing posting errors.
- Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing, and maintaining professional networks.
- Participate in internal and external meetings (CBES staff meetings, outreach events, agency committees, and other designated groups as needed).
- Conduct regular staff performance review, ongoing feedback, and create a corrective action plan as appropriate to ensure compliance with Executive Office of Aging & Independence (AGE), state and federal regulations, CBES policies and procedures, quality performance measures, and productivity standards.
- Provide other administrative and data entry support, as necessary.
- Report suspected elder abuse as required by CBES policy. Report suspected Fraud, Waste, and Abuse of resources as required by CBES policy.
- Protect consumers’ Personal Health Information (PHI) and report any suspected security breaches in accordance with HIPAA regulations.
- Perform all services in accordance with state and federal regulations, funding guidelines, and CBES policies and procedures.
- Other duties as assigned.
EDUCATION AND EXPERIENCE:
- A bachelor’s degree is preferred or
- At least 3 years of relevant customer service experience in a health and human services organization.
QUALIFICATIONS AND CHARACTERISTICS:
- Exceptional over-the-phone customer service skills with strong attention to detail, problem-solving skills, and patience to walk through callers' questions.
- Strong written, interpersonal, and presentation skills that convey a positive attitude and build relationships with clients and coworkers in an urban, multi-ethnic, and racially diverse environment.
- Strong arithmetic skills.
- Thorough knowledge of office practices, management, and organization.
- Must be organized and detail-oriented, possess strong time management and priority setting skills.
- Work independently with minimal supervision.
- Must work with a high degree of independence, using good judgment to anticipate and resolve issues as they arise.
- Strong computer knowledge, skilled in Microsoft Office programs, and proficient in typing.
- Ability to work in a fast-paced and changing environment.
- A natural disposition to be flexible and collaborate unselfishly in a team-oriented organization.
- Fluency in one of the following foreign languages strongly preferred: Chinese, Spanish, or Russian.
ENVIRONMENT AND PHYSICAL REQUIREMENTS OF THE JOB:
- General office environment.
- May have to lift up to 10-15lbs.
- Work requires regular standing, stooping, the ability to climb stairs, and bending.
- Ability to travel to the community.
Receiving Supervisor
Support Site -
Woburn, MA
Department Director - Hospital Services
Support Site -
Woburn, MA
Long-Term Services and Support (LTSS) Supervisor
Justice Resource Institute -
Jamaica, MA