IMPORTANT DETAILS

• Work hours: 8:30 AM – 5:00 PM EST, Monday – Friday.
• Pay Rate $17.50/hour
• Hybrid schedule; will have to travel to the Harrisburg office one week out of the month due to contractual obligations. Will have to conduct walk-in appointments for consumers and other stakeholders

Job Description:

• Assists in completion of high-level / escalated, sensitive cases throughout the entire application process (inbound/outbound phone calls, emails, outreach, document processing, etc.)
• In contact with internal / external entities via email/phone (such as government agencies, legal offices, social workers, case managers, departments within the IEB project, and more) on a consistent basis.
• Responsible for tracking 40-60 cases and ensuring timely completion of those cases.
• Able to retain extensive knowledge about the entire HCBS application process to work various kinds of case types and assist other departments within the IEB project.
• On the phone consistently, whether making outbound calls to entities or receiving inbound calls for other staff member cases.
• Manage all paperwork and calls on elevated cases through the enrollment process.
• Support the field Research and Support Coordinators with paperwork routing.
• Ensures cases are being tracked and following the application process.
• Utilizes systems such as HCSIS, SAMS, eCIS, PIA, Panviva and MAXe.
• Reports outcomes of cases to management on a daily basis.
• Educates callers via phone and email of application status/process.
• Record all follow-up on the tracking spreadsheet and the applicant’s record in MAXe.
• Complete all necessary actions to get case to where it needs to be.
• Report any trends of issues with processing cases to management including sending coachings of any errors to corresponding department management.
• Processes inquiries received in PAIEB Support box and complete Special Case Alerts.
• Responsible for handling phone calls received through R&S phone line during assigned time slot.
• Checking and reporting voicemails received.
• Tasks mandated by management.

EDUCATION/EXPERIENCE: High school diploma or GED required. Bachelor degree is preferred. Minimum 3 years of related work experience required. Ability to perform comfortably in a fast-paced, deadline-oriented work environment. Ability to work as a team member, as well as independently. Ability to maintain confidentiality and security of all information. Must be able to remain in a stationary position for an extended period of time. Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds