Registration Specialist

Public Partnerships • Latham, NY

16h • Onsite

About The Position

The Registration Specialist is responsible for supporting individuals and their authorized representatives in successfully enrolling and participating in self-directed service programs. This role ensures timely and accurate completion of enrollment processes, provides person-centered education, and collaborates with internal and external stakeholders to remove barriers and maintain compliance with program standards.

Requirements

• Strong customer service and support experience
• Proficient in Microsoft Office Suite, CRM, Five 9, My Account platforms and web-based applications
• High aptitude for process assessment, improvement, and recommendations
• Exceptional verbal and written communication skills
• Ability to develop strong working relationships with external and internal stakeholders.
• Related Bachelor’s degree preferred; can be substituted with 1+ years of related experience.
• Additional education and experience requirements as indicated by state contract requirements.
• Minimum of one (1) year of experience serving individuals with disabilities and/ or aging adults preferred.

Responsibilities

• Follows up on referrals for participant-directed services.
• Communicates with participant or authorized representative about additional supports or accommodations necessary for successful program participation.
• Provides person-centered, need-based program education and guidance to participants and authorized representatives specific to individual choices, goals, and desired outcomes.
• Educates the individual/employer on interacting with Public Partnerships as their fiscal intermediary, with emphasis on their authorized services, timesheet completion, enrolling subsequent providers and keys to successful self-direction.
• Explains and educates on participant/authorized representative and provider roles and responsibilities for participation in self-directed services, including processing payroll, vendor payments, tax withholding and reporting.
• Provides direct, including train-the-trainer, instruction on how to navigate program rules, expectations, and financial management systems, including online enrollment, service time capture, portal, and emerging technologies.
• Provides train-the-trainer instruction on identification and reporting of suspected fraud, abuse, neglect, and exploitation.
• Identifies potential barriers and bottlenecks to timely enrollment and takes necessary steps to triage and resolve.
• Engages the entity providing case management or service/support coordination services to the individual to ensure timely coordination of service approval and authorization.
• Collaborates with internal and external stakeholders as necessary to ensure enrollment cycle times are minimized and the first payment to the provider(s) is received on time and in full.
• Identifies, reports, and appropriately follows up on allegations or reports of suspected fraud.
• Assesses for participant abuse, neglect, and exploitation, following the appropriate reporting protocol where necessary.
• Meets quality assurance standards as applicable to program.
• Documents and reports evidence of individual’s inability to self-direct appropriately.
• Supports the individual/employer and their provider(s) in completing all necessary documentation required for enrollment.
• Performs all functions necessary to support the enrollment of the individual/employer/authorized representative and provider(s) including processing enrollment documentation, obtaining employer identification numbers, completing criminal background checks, and other enrollment related requirements.
• Updates enrollment status of individual participants and providers through portal and records in systems.
• Maintains documentation of services provided and time committed in accordance with applicable policies and procedures.
• Communicates referral corrections, as needed, to entities providing case management or service/support coordination entities services to the individual.
• Assesses participant’s and/or authorized representative’s ability to communicate, acquire new information, act as an employer and otherwise successfully participate in a self-directed employer and/or budget authority service model.
• In collaboration with the enrollment supervisor, supports workforce management delegation to ensure service levels are met.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level