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Support Specialist

1 month ago

Alameda, United States Alameda Alliance Full time

PRINCIPAL RESPONSIBILITIES:

Under limited supervision, this position is responsible for management and coverage of the receptionist desk; serves as a customer service liaison for members, plan partners, and visitors and provides administrative support to the Operations Department. Answers and directs all incoming phone calls and greets and directs visitors. This position also performs administrative and secretarial duties to help support various departments with well defined assignments that only require minimal instruction and supervision.

Principal responsibilities include:

  • Performs receptionist duties such as: answers phone calls, routes calls, takes complete/accurate messages and provides information to callers; answers inquiries concerning activities and operations of AAH and assists and directs appropriately; sorts and redirects returned mail daily; sorts and distributes faxes throughout the day; assists with AAH mailings.
  • Operate a multiple line telephone system. Documents contacts using CRM tool.
  • Act as the gatekeeper for all visitors, vendors, and other individuals by greeting and completing visitor orientation per Alliance policy.
  • Greet member walk-ins, provide them with Member Services questionnaires, answer routine and basic questions, if possible, print temporary Member ID cards and/or coordinate assistance with the Member Services department.
  • Greet new hires and provide them with information on how to connect with their direct supervisors/IT Dept/Facility Dept.
  • Greet guests for BOG, CAC and DHCS Meetings and collaborate with Facility Dept to provide temporary bages to guests.
  • Process Member Portal Requests via HealthX reports for Demographic Updates, ID Cards, PCP Change, Update Contact.
  • Process PCP change requests received from provider offices by close of next business day (effective date first of the following month),
  • Manage conference room calendars for the company.
  • Prepare outgoing mail for member adhoc mailing
  • Maintain conference rooms schedules.
  • Notify appropriate suites/departments at 1320 Harbor Bay on incoming Facility vendors and visitors per Alliance policy.
  • Notify Facilities team on incoming shipments to lobby and direct to appropriate departments if necessary.
  • Notify Support Services team of USPS vendors on incoming mail through the side perimeter door entry via AiPhone system, allow authorized vendor entry if necessary.
  • Operate general office equipment such as personal computer, copier, calculator, fax and others.
  • Maintain databases, employee directory, customer and business lists and various reports as directed by supervisor.
  • Perform routine clerical and administrative support duties as assigned.
  • Maintain appearance of reception and lobby area at all times.
  • Serve as primary backup for the MS Support Services Specialist.
  • Serve as a backup for MS Support Services Specialist to process requests for disenrollment, primarily (but not exclusively) through transfers out of county (TOC).
  • Coordinate distribution of membership materials including welcome packets, EOCs, and Provider Directories. Manage inventory of items through creating packets, ordering, replenishing, maintenance, and usage tracking.
  • Open, sort, and distribute incoming departmental correspondence, including postal mail, e-mail, voicemail, and faxes.
  • Process member‘s return mails and document a Service Request in HealthSuite.
  • Provides administrative support to the Operations Department including but not limited to, member and provider ad hoc mailings, office outreach and other projects as assigned.
  • Copy and distribute departmental information, updates, and memos.
  • Provide clerical support for the department including typing, filing, faxing, copying, supply ordering.
  • Maintains computer literacy on department software; seeks training/in-servicing as needed.
  • Maintains confidentiality of member/visitor data.
  • Performs other related duties as assigned or requested.
  • Process Member Portal Requests via HealthX reports for Demographic Updates, ID Cards, PCP Change, Update Contact.
  • Service as a primary backup for MS Support Services Specialist to process member‘s AOR forms via mail/email/fax/Healthx.

ESSENTIAL FUNCTIONS OF THE JOB

  • Answering telephone and directing calls to the appropriate person.
  • Providing administrative support for office staff.
  • Follows established AAH policies and procedures, objectives, safety standards, and sensitivity to confidential information.
  • Taking messages and delivering them to office staff in a timely manner.
  • Copying, faxing, and distributing documents through mail or in person.
  • Greeting visitors, vendors and other individuals according to Alliance visitor access policy.
  • Coordinating walk-in assistance for members/prospective member with MS staff.
  • Assists member and providers in navigating the AAH website and member portal.
  • Complies with AAH workplace safety policy and follows measures appropriately.
  • Complying with the organization‘s Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.
  • Manage, clean, and organize the front desk.
  • Constant and close visual work at desk or on a computer.
  • Constant sitting and working at a desk.
  • Constant data entry using multiple monitors, keyboard and/or mouse.
  • Frequent use of telephone headset.
  • Frequent verbal and written communication with staff and other business associates by telephone, correspondence, or in person.
  • Frequent lifting of files, binders and other objects weighing between 0 and 30 lbs.
  • Infrequent walking and standing.
  • Constant and close visual work at desk or on a computer.

EDUCATION OR TRAINING EQUIVALENT TO:

  • High School diploma or equivalent.

MINIMUM YEARS OF ADDITIONAL RELATED EXPERIENCE:

  • Two years‘ related receptionist/administrative experience.
  • Two years‘ experience in a health care call center setting required.
  • Work experience in a health-related setting preferred.

SPECIAL QUALIFICATIONS (SKILLS, ABILITIES, LICENSE):

  • Bilingual in one of the Alliance‘s threshold languages: English/Spanish; English Cantonese/Mandarin; English/Vietnamese; English/Tagalog preferred.
  • Strong public/customer relations and excellent telephone etiquette
  • Ability to express a pleasant, positive, welcoming attitude in person and over the phone.
  • Ability to keep track of various communications and schedules.
  • Excellent verbal communication and appropriate professional and business demeanor.
  • Ability to work on repetitive tasks. Subject to many interruptions.
  • Keyboarding (data entry) proficiency. Ability to type 40-50 wpm.
  • Ability to work in cooperation with others.
  • Analytic and problem-solving skills.
  • Strong organizational abilities with attention to detail.
  • Ability to handle multiple projects simultaneously.
  • Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, Access, Teams).
  • Ability to operate standard office equipment (copier/scanner, fax, soft phone, etc).
  • Hybrid remote: required to work onsite a minimum of 5 days a month. M-F; 8AM - 5PM.

SALARY RANGE: $22.00 - $33.01 Hourly

The Alliance is an equal opportunity employer and makes employment decisions on the basis of qualifications and merit. We strive to have the best qualified person in every job. Our policy prohibits unlawful discrimination based on race, color, creed, gender, religion, veteran status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic characteristic, sexual orientation, gender identity or expression, or any other consideration made unlawful by federal, state, or local laws. M/F/Vets/Disabled.