LTC OMB In-Take Specialist Region 6

PURPOSE: A part-time Ombudsman Intake Specialist will be assigned to handle all calls from regional intake line, as well as all other inquires sent either through US mail or the regional program email box. It is the goal of this office to respond to all calls/inquires no later than close of business of the following business day the call/inquiry was received.

ESSENTIAL FUNCTIONS:

• Triaging calls from current clients and persons asking directly for Ombudsman Specialist
• Handling ODH and Provider Consultation calls
• Assisting callers with general questions about rights and services
• Educate consumers about the Long-Term Care Ombudsman Program
• Empower consumers to act as their own advocates
• Time manages to meet deadlines and needs of consumers
• Converse with consumers, families, and with personnel of long-term care providers
• Monitor regional program mailbox, and email box
• Open cases immediately related to abuse, gross neglect, financial exploitation or misappropriation
• Accurately document and report activities in the Ombudsman documentation system (ODIS)
• Provide resource information, including internet and printed materials, for dissemination and distribution to professional and consumers
• Maintain call volume tracker using Basecamp program
• Maintain strict confidentiality of consumer information according to agency policy.
• Monitor laws and regulations affecting long-term care consumers

QUALIFICATIONS:

At a minimum, Associates Degree in Human Services, Health Services, Social Services or related field plus 2 years commensurate experience and/or education with in emphasis in consumer advocacy or related customer service experience.

SKILLS:

• Good oral and written communication skills, interviewing skills and problem solving skills.
• Knowledge in Microsoft Word and Excel.
• Capacity for developing effective relationships and the ability to understand and empathize with the concerns of the consumer of long-term care services.

ATTRIBUTES:

• Possess cultural awareness and sensitivity
• Be flexible and demonstrate time management
• Demonstrate sound work ethics
• Performs duties with respectful communications
• Takes responsibility for exhibiting behaviors that contribute to service excellence.

PHYSICAL REQUIREMENTS:

• Ability to use a keyboard and video display terminal to receive, retrieve and/or audit information and data
• Ability to use phone system along with conference call features ADDITIONAL REQUIREMENTS:
• Ability to work a flexible schedule not exceeding 24 hours per week
• Ability to travel to and remain in an office setting during the duration of shift

Ability to work Monday-Friday between the hours of 9 a.m. – 5 p.m. per program needs