Consumer Support and Intake Coordinator

2 weeks ago

Stoughton, Massachusetts, United States Tempus Unlimited Inc. Full time

Position Title: Consumer Support and Intake Coordinator

Company: Tempus Unlimited, Inc.

Description: Tempus Unlimited, Inc. is a nonprofit organization dedicated to providing community-based services aimed at empowering individuals with disabilities to achieve independence in the least restrictive environment possible. Our agency promotes the inclusion of people with disabilities in various aspects of society, including social, recreational, family, and work activities.

We are seeking dedicated support staff to manage incoming calls, offer consumer assistance, and direct inquiries to the appropriate departments within the Personal Care Management Prior Authorization Division. Proficiency in Spanish or Haitian Creole is required.

Key Responsibilities

  • Consumer Assistance
    • Respond to and return all received voice and email messages promptly, ideally within 72 hours.
    • Document all incoming calls in the consumer database and maintain a call log in accordance with MassHealth/PCM contract requirements.
    • Consolidate call logs and generate weekly reports of returned calls as assigned.
    • Update any changes in consumer information (such as address and phone number) in the database and inform designated staff in the Skills Training and Evaluation Department.
  • Referral Management
    • Handle referral inquiries via phone and fax, which may include coordinating electronic referrals.
    • Assess referrals to ensure applicants meet the minimum criteria for appropriate services.
    • Enter new referrals into the Consumer Database, including Senior Care Options (SCO) and 1Care, and notify the Skills Trainer Supervisor.
    • Request medical documentation from applicants' healthcare providers for current medical summaries, including diagnoses and relevant records.
    • Update consumer information in the database as necessary during the referral process.
    • Obtain necessary documentation from the Visiting Nurse Association (VNA) and other relevant agencies.

Preferred Qualifications

    • Strong attention to detail and accuracy.
    • Ability to maintain confidentiality at all times.
    • Experience working with individuals with disabilities in community settings.
    • Familiarity with the MassHealth PCA program is preferred.

Required Skills and Qualifications

    • High School Diploma or equivalent.
    • Professional telephone etiquette, proficiency in database management, and familiarity with office procedures.
    • Excellent communication and interpersonal skills.
    • A collaborative approach to fostering a positive work environment.
    • Bilingual capabilities are preferred but not mandatory.

Additional Responsibilities

    • Report any suspected incidents of consumer abuse or neglect to the appropriate authorities.
    • Notify supervisors of any suspected fraudulent activities.
    • Perform other duties as assigned by supervisors or program directors.

Work Authorization/Security Clearance

All employment offers from Tempus Unlimited are contingent upon satisfactory background check results. Background checks will be conducted on all candidates offered a position in compliance with agency policies and applicable regulations.

EEO Statement

Tempus Unlimited, Inc. is committed to equal employment opportunities, ensuring that all employment decisions are based on professional capabilities and qualifications without discrimination based on race, color, religion, sex, age, sexual orientation, veteran status, national origin, disability, or any other characteristic protected by law. Reasonable accommodations may be provided to enable individuals with disabilities to perform essential job functions.



Job Family: Associate

Job Function: Non-Supervisor

Pay Type: Hourly

Hiring Rate: $20.00

Travel Required: No

Compensation details: 20-20

PI2a146d434ff8-4436

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