STLC Participant Service Representative

Kintegra Health•Newton, NC

About The Position

RESPONSIBLE FOR GREETING THE VISITING PUBLIC & PARTICIPANTS, ANSWERING PHONES, AND MONITORING SECURITY CAMERAS. RESPONSIBLE FOR ASSISTING/PERFORMING THE ROLE OF THE STLC CUSTOMER SERVICE COORDINATOR SUCH AS THE INITIAL CONTACT FOR DAYTIME CUSTOMER SERVICE TO PARTICIPANTS AND CAREGIVERS BY RECEIVING REQUESTS FROM THE PARTICIPANTS, CAREGIVERS, AND DRIVERS FOR INFORMATION AND/OR CARE IN THE CENTER. WORKS CLOSELY WITH THE SENIOR TLC TRANSPORTATION DEPARTMENT, CUSTOMER SERVICE COORDINATOR, AND COMMUNITY EDUCATION DEPARTMENT. MANAGES COMPLEX SITUATIONS FOR WHICH (S)HE IS RESPONSIBLE. WORKS UNDER THE DIRECT AND INDIRECT SUPERVISION OF THE CLINICAL SERVICES DIRECTOR/ADULT DAY HEALTH COORDINATOR OR DESIGNEE.

Requirements

High School Diploma or GED minimum.
Must possess knowledge and skills necessary to provide customer service to participants; other training as required by department.
Only act within the scope of his or her authority to practice.
Meet a standardized set of competencies for the specific position description established by Senior TLC and approved by CMS before working independently.
Be medically cleared for communicable diseases and have all immunizations up to date before engaging in direct participant contact

Nice To Haves

Associate degree Preferred
Has worked in a primary care practice as receptionist, referral coordinator or MOA for 3 years or more preferred.
Has at least 1 year of experience working with the frail elderly population.
Associate degree preferred.

Responsibilities

Represents Senior TLC with accurate and comprehensive information as requested by guests and visitors.
Serves as receptionist, managing participant flow into and out of the center, directing phone calls and inquiries to appropriate staff members as requested.
Facilitates requests for information and data, resolves administrative problems and inquiries as requested.
Signs in and tracks the attendance of participants who are enrolled. Sorts participant lanyards daily and assists with the checking in/out process.
Monitors facility security cameras during daily business hours, reporting any security issues to department supervisor.
Collects participant monthly liability (PML) payments for the Finance Department.
Assists the Customer Service Coordinator in the initial identification of Participant’s overt problems/needs. Identifies problems requiring further referral and/or follow-up using critical thinking skills.
Communicates participant changes to team members by using available technology.
Assists the Transportation Department with incoming calls and questions when transportation staff is unavailable.
Provides administrative support for the Community Education/Enrollment Department and Administrative Executive Assistant as requested.
Provides tours for prospective enrollees, visitors, and guests and keeps a log of all tours completed.
Performs administrative tasks including the printing of the monthly participant emergency book which are to be utilized during emergency drills and in the event of an emergency.
Oversees supply inventory and ordering of office supplies.
Supports the Senior TLC mission to encourage and support the quality of life of seniors wishing to continue living in the community; its vision to be the preferred provider of individualized care for seniors in the community; and its values of respect, integrity, accountability, compatible goals, and compassionate care.
Other duties as assigned.