What are the responsibilities and job description for the Customer Service Specialist I position at Northeast Florida Area Agency?
Summary
This position will be required to work onsite daily. Provides information and assistance/referrals on community services to elders, persons with Disabilities and/or their caregivers for possible assistance through the Aging and Disability Resource Center.
Critical features of this job are described under the headings below. They may be subject to change at any time due to reasonable accommodation or other reasons.
- Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Information and Referral/Assistance
- Answer the Aging and Disability Resource Center Helpline, a fast-paced environment with a high call volume.
- Triage calls by assessing caller needs and assisting callers to find the resources available (e.g. Medicaid, Medicare, LTC, DOEA funded programs, or private pay) in their community pertinent to their needs while ensuring compliance with Inform USA Standards, Client Confidentiality, and HIPAA guidelines.
- Provide Information & Referral utilizing the web-based database system.
- Collect caller demographic information and record into the Information and Referral web-based database system.
- Provide information regarding resources and make referrals as needed.
- Schedule 701S appointments utilizing the Time Tap Scheduler feature, as appropriate.
- Assist callers on ways to negotiate services and benefits and submit appropriate referrals for assistance.
- Call other agencies in the aging network to obtain information for callers.
- Implement three-way calls when contacting other agencies on behalf of the caller.
- Conduct follow-up calls to determine the outcome when a referral is made.
- Collect caller demographic information and record into the Information and Referral web-based database system.
- Correct utilization of the database, to ensure all needs/unmet needs are reported.
- Advocate on behalf of the clients.
- Respond in writing to e-mails and letters from concerned citizens and information requests from individuals and agencies.
- Return client voicemails within 48 hours.
- Process fax referrals received from provider agencies, hospitals, social workers, and other agencies.
- Connect caller to Satisfaction Survey line at the end of call to gauge caller satisfaction.
- Provide Information and Referral services at various locations in the community such as health fairs, Disaster Recovery Centers when needed.
- Required to work onsite daily.
- When appropriate, staff will utilize the DOEA approved language interpretation line and Florida Relay services to communicate with callers.
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
- Resource Development:
- Utilize Information and Referral web-based database system to access and retrieve information on community resources.
- Assist in the data input on the database.
- Reviews agency newsletters, press releases, brochures, and other materials to keep abreast of current developments in the local aging and disability networks.
- Help develop and distribute public information materials.
- Provide I&R at various locations in the community.
- Participate in related task forces, coalitions, etc. to learn about available resources and to increase public awareness.
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.
III. Education and/or Experience
High School Diploma and a minimum of two years experience in information and referral services, case management, call center services or related work experience. Comply with Inform USA Standards for Professional Information and Referral (receive with training).
IV. Certificates, Licenses, Registrations
Obtain certification as a Certified Information and Referral Specialist through the Inform USA Certification Program.
V. Other Skills and Abilities
Ensure good interpersonal skills and telephone etiquette. Knowledge of community services, eligibility criteria, and application procedures for need services preferred. Must be able to develop working relationships with public and private agencies.
Pre-employment background check and drug screen will be conducted on top candidate. It is mandatory that a candidate be able to pass a Level II criminal background check through the Department of Elder Affairs prior to starting work.
Salary: $33,467.20/ year
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Salary : $33,467