Bilingual Office Specialist

Job Description

Job Description

Must be Bilingual in English/Spanish (verbal/written skills)

Job Description: OFFICE SPECIALIST

Reports to: Chief Operations Officer (COO) and/or Program Manager (PM)

Job Classification: Full Time, Hourly, Non-Exempt

Purpose:

Office Specialist (OS) is the first contact for most visitors and phone calls. The OS is the primary processor of data and files for Creative Supports, Inc. (CSI) This includes customers and providers records as well as billings for services provided to our customers. The OS is the primary contact for Personal Support Worker (PSW) and is responsible for timely, accurate and complete setup of new employers and the hiring of PSWs. Additionally, the OS monitors the qualifications of PSWs and assists them through the timesheet process. The OS assists with mailings and data entry as needed. These tasks are vital in helping Creative Supports, Inc. and its staff achieving our mission:

To support people with Intellectual and/or Developmental Disabilities and their families to create and direct their own services in an atmosphere of dignity and respect.

Required Qualifications:

Education & Experience

· Education or one year of experience building and maintaining computerized databases.

Knowledge, Skills and Abilities

· Knowledgeable in clerical skills including typing, filing, and an ability to answer a multi-line phone.

· Knowledge of and experience using Excel and Word.

· Able to pass a Criminal History Check, meeting the State’s requirements.

· Possess a valid driver’s license and maintain a good driving record.

§ Must be able to occasionally drive personal vehicle for local, as well as occasional regional and in-state travel.

· Must have reliable transportation.

· Able to communicate clearly and respectfully with individuals with intellectual/developmental disabilities, families, service providers, general public and the team.

· Able to develop trust and rapport through in-person meetings and contacts with customers, staff and stakeholders.

· Experience filing in alphabetized filing system.

· Experience answering phones and greeting walk-in visitors.

· Able to remain calm when clients become anxious or experience challenging behavior.

· Excellent customer service skills.

· Able to work under stress and able to multitask.

· Good teamwork skills and positive attitude.

· Good organizational skills.

· Attention to detail.

· Able to maintain accurate and complete records.

· Maintain and assure confidentiality.

· Demonstrated strong writing skills.

· Ability to review others works and give accurate feedback.

· Able to manage time independently and work without direct supervision.

· Able to lift 10 lbs.

Preferred Qualifications:

· Knowledge and ability to work in various software programs and digital systems.

· Fluency in Spanish is a plus.

· Excellent computer skills.

· Experience with digital filing systems is a plus.

Product:

1. Customer plans are entered timely so supports can be provided.

2. Timely set up of Employers of Record and Providers.

3. Timely payment of providers.

4. Satisfied customers who are achieving their dreams.

5. Well-maintained and orderly offices and buildings.

Statistics – How success is measured:

1. Customers satisfaction.

2. Number of ‘out of cycle’ payroll submission.

3. Timeliness and accuracy of document processing and storage.

Essential Functions:

The Office Specialist is responsible for the satisfactory completion of each essential function. Other tasks may be assigned.

General –

· Demonstrates a high standard for ethical and professional conduct.

· Regular and reliable attendance.

· Consistently attends regularly scheduled meetings, while being prompt and prepared.

· Communicates with respect and has good rapport with coworkers and customers.

· Treats all staff, clients, guests and stakeholders with integrity, dignity and respect.

· Assertively and constructively addresses issues as they arise.

· Supports a healthy work culture where communication and actions focus on achieving CSI’s goals and mission.

· Takes responsibility for the positive experience of the customer.

· Maintains confidentiality of customer information.

· Completes required documentation in a timely manner.

· Assures reception area, breakrooms, bathrooms and meeting spaces are clean, maintained in a professional manner.

Communication –

· Greets guests to the office promptly and pleasantly.

· Answers the phone professionally, directs calls, or take messages as needed.

· Gets and routes the mail timely.

· Generates mailings and assists with mass mailings.

· Assists with mailing NOPAs and Customer Satisfaction Surveys.

· Monitoring Quick Connect/SafeSend mailbox and/or other group mailboxes.

PSW Support –

· Authorizes payment in the State’s data system as directed by Personal Agents

· Facilitates Criminal History Background Checks and assists PSWs through the process.

· Facilitates new setup of new PSWs and successfully links them with employers.

· Enters exceptions to Electronic Visit Verification (EVV) as necessary.

· Assist in Provider Enrollment Agreement Application (PEAA) and Public Partnership, LLC. (PPL) process as needed.

· Provider panel management and oversite.

· Monitors both PSW credentials in both CSI and State systems and communicates with PSWs when follow-up is needed.

· Communicates with the PSW community when they need to be aware of changes.

· Management and update of contents of PSW packets.

· Teaches PSWs how to enter claims and problem solving.

PSW Payroll –

· Routes timesheets to Personal Agents.

· Identifies and works with PSWs to correct issues with provider lines.

· Authorizing PSW payments as necessary.

· Verifies approved billings have processed through the State’s payment system.

Data Processing and Systems –

· Performs data entry in CSI and state data systems, including customer plans as submitted by Personal Agents.

· Performs data entry tasks in CSI and state data systems housing PSW records.

· Keeps records up to date when changes occur.

· Monitors PSW credentials in state systems.

· Closes out (terminate) PSW records as appropriate.

· Digitally stores customer and PSW records.

· Processes Personal Support Worker (PSW) terminations.

· Processes changes of information.

· Customer enrollment process.

· Setting up Employer of Record (EOR) and/or Common Law Employers (CLE) and processing change of EOR/CLEs.

Office Supports –

· Conducts inventories to ensure necessary supplies are on hand.

· Assists with special projects and storage of information as needed.

· Ensures copies of forms are available.

· Monitor copiers to assure optimal functioning.

· Monitor fax machine to assure optimal functioning.

· May need to shuttle material between field offices.

· Assure that the facility is clean and in good operational order.

· Monitor the exterior of the facility to assure that it is presentable and in good operational order.

· Keep refrigerators clean and organized.

· Posts conference room schedules daily on the doors and keep conference rooms neat and organized.

Any and all other tasks that may be assigned by the Executive Leadership Team.

Work Environment:

· All work should take place in, or about, the office, unless prior arrangements are made.

· Office setting includes typical office noise, activity and light levels.

· Office space may be shared with at least one coworker.

· Occasional travel to other community settings may be required.

· Exposure to weather conditions throughout all four seasons.

· Will need to transport laptop and other work-related materials.