Participant Services Representative
About The Position
The Participant Services Representative provides exceptional customer service, program navigation, technical assistance, and administrative support to participants and their representatives enrolled in Connecticut's self-directed Community First Choice program. In this role you will serve as a knowledgeable and compassionate resource helping participants understand their rights and responsibilities within the self-directed service model while empowering them to successfully manage their own care. This position plays a key role in supporting effective program operations through proactive outreach, accurate documentation, timely follow-up, and meaningful collaboration with internal teams and external stakeholders. At CCC, all duties are performed in a manner that fosters the achievement of the organization's mission.
Requirements
- Associate degree preferred; equivalent combination of education, training, and relevant experience may be considered.
- Experience in customer service, human services, healthcare, aging services, disability services, social services, or a related field preferred.
- Strong interpersonal, verbal, and written communication skills.
- Ability to explain complex program requirements in a clear, supportive, and understandable manner.
- Strong organizational, problem-solving, follow-through, and documentation skills.
- Ability to manage multiple priorities and work both independently and collaboratively.
- Proficiency with Microsoft Office applications and electronic record systems.
- Knowledge of Community First Choice, Medicaid, self-directed services, or Home and Community-Based Services programs preferred.
- Reliable transportation, valid driver's license and current automobile insurance.
Responsibilities
- Serve as a primary point of contact for participant and representative questions related to the Community First Choice program.
- Provide exceptional customer service, program navigation, technical assistance, and administrative support.
- Assist participants and representatives in understanding program requirements, responsibilities, documentation, timelines, and next steps.
- Adapt communication and support approaches to meet the needs and preferences of individuals participating in the program.
- Promote a positive participant experience through responsive communication, problem-solving, and timely follow-up.
- Support participant outreach, quality assurance activities, and follow-up related to program participation.
- Maintain accurate participant information and documentation in accordance with CCC and state requirements.
- Identify and appropriately escalate participant questions, barriers, concerns, safety issues, or incidents requiring clinical or supervisory review.
- Collaborate with participants, families, representatives, stakeholders, and internal teams to support effective program operations.
- Maintain confidentiality and comply with HIPAA, DSS requirements, and CCC policies and procedures.
- Perform other duties as assigned to support program operations.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
