SHINE/SMP Program Specialist

SHINE/SMP Program Specialist

WFH Flexible • Jacksonville, Florida, FL

Description

Summary

Under the general supervision of the SHINE Program Manager, the Program Specialist will have a primary emphasis on addressing Senior Medicare Patrol (SMP) referrals and independently performing SHINE/SMP outreach, education presentations, and counseling. In addition, the Specialist will assist with the daily activities of the SHINE and SMP programs by using technology for meetings, dispersing counseling referrals to volunteers and working with volunteers to assure customer satisfaction.

The following are essential functions of this position.

I. Essential Duties and Responsibilities include the following. Other duties may be assigned.

A. In partnership with the SHINE Liaison, Department of Elder Affairs (DoEA) and the SHINE Area Volunteer Coordinators, assists in the development of the SMP (Senior Medicare Patrol) program as a part of the SHINE programs.

B. Implements the goals of the SMP Program by responding to referrals and inquiries related to SHINE (Serving Health Insurance Needs of Elders) and SMP (Senior Medicare Patrol. 

C. Provides unbiased information and direct counsel, through face-to-face and/or by telephone and email, to Medicare beneficiaries, conducts related follow-up and research to answer questions, and completes SHINE client contact and other reporting forms.

D. Manages complex interactions with beneficiaries who are reporting specific instances of health care fraud, errors, and abuse.

E. Assists in requests from SHINE volunteers.

F. Assist with the development and implementation of the SHINE and SMP outreach plan in coordination with SHINE Program Manager and volunteers.

G. Assists with developing and strengthening local community partners, staffing community outreach and health fair events and promoting awareness of the SHINE programs with special emphasis on the Senior Medicare Patrol program.

H. Assists with the planning, developing, and disseminating of appropriate public information program materials.

I. Inputs and audits SIRS and Stars systems for accuracy.

J. Accesses, inputs, and retrieves information from a computer including the daily dissemination of incoming daily referrals to volunteers.

K. Coordinates with supervisor providing information and feedback to the DoEA training staff on the creation, review, and revision of training classes.

L. Assists with maintaining accurate records for accountability and monitoring purposes, including documentation using Microsoft Office applications (Excel and Word.

M. Collaborates with other ElderSource departments, including the Aging and Disability Resource Center, to improve SHINE programs information and services.

N. Attends conferences, workshops, and meetings to keep abreast of developments and issues related to the functions of this position.

O. Accesses, inputs, and retrieves information from a computer.

P. Participates, during regular and irregular office hours, in ElderSource disaster operations performing disaster related functions, as assigned by the ElderSource Disaster Coordinator. The incumbent will determine his/her own availability for this function when (s)he has been directly affected by the disaster.

Q. Performs other marginally essential duties, as directed.

R. This position requires the incumbent to travel extensively throughout PSA 4. The cost of travel is paid by the traveler and will be reimbursed according to state travel reimbursement policies. 

S. This position is regularly required to drive ElderSource vehicles to outreaches and other events.

II. Working Relationships

A. Volunteers: Ensures volunteers feel welcome, supported and appreciated so they can do their best to serve the community.

B. Communications Department: Provide Communications Department the information they need for them to properly communicate the programs to the community. 

C. ADRC Leadership: Assists the leadership by taking initiative and completing the work timely, thoroughly and accurately to so the ADRC can meet its contractual metrics. 

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

III. Supervisory Responsibilities

This job has no supervisory responsibilities.

IV. Competency

To perform the job successfully, this position should demonstrate the following competencies:

A. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

B. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

C. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

D. Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

V. Qualifications

To perform this job successfully, this position must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

VI. Education and/or Experience

High school diploma or general education degree (GED); and three years related experience and/or training; or equivalent combination of education and experience. Human Services work experience preferred.

technical school; and one-year related experience and/or training; or equivalent combination of education and experience.

Minimum of five years relevant work experience and firsthand, knowledge of local aging network service offerings preferred.

VII. Language Skills

1. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
2. Ability to write routine reports and correspondence.
3. Ability to speak effectively before groups of customers or employees of organizations.

VIII. Mathematical Skills

1. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimal numbers.
2. Ability to compute rate, ratio, percent and to draw and interpret bar graphs.

IX. Reasoning Ability

1. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
2. Ability to deal with problem solving several concrete variables in standardized situations.

X. Computer Skills

To perform this job successfully, this position should have knowledge of database software, Internet software, spreadsheet software and word processing software.

XI. Certificates, Licenses, Registrations

NIA

XII. Other Skills and Abilities

A. Strong Typing skills and computer literacy.

B. Proficient with Excel

C. Strong telephone etiquette.

XIII. Other Qualifications

  N/A

XIV. Physical Demands

The physical demands described here are representative of those that must be met by this position to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, this position is regularly required to talk or hear. This position is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. This position must occasionally lift and/or move up to 25 pounds.

XV. Work Environment

The work environment characteristics described here are representative of those this position encounters while performing the essential functions of this job. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

ElderSource is hybrid with working in-office and remote.

Equal Opportunity Employer – ElderSource values all people in everything we do. We    

welcome the unique insights and perspectives of all persons in our quest to fulfill our   

mission.

Salary Description

$40,000-$45,000k / a year

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