Program Support Specialists

POSITION SUMMARY:

The Program Support Specialist provides follow-up to a program’s daily operations. The incumbent will participate in CBES projects and staff training as needed. S/he will work in

collaboration with the CBES directors, managers, supervisors, and staff. In addition, the Program Support Specialist will promote CBES’ mission statement and represents CBES in the community. S/he will participate in outreach, workshops, events, and other activities in conjunction with the agency’s Community Relations Department and Management Team as required.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Maintain ongoing communication and provide prompt responses to CBES contracted partners and providers in an efficient and courteous manner.

• Monitor daily correspondence and follow up appropriately as needed.
• Monitor and/or communicate to the appropriate staff the following notifications from a variety of notification systems:
• MassHealth Status changes
• Hospital admissions and discharges.
• Other changes that may impact consumers’ safety and well-being such as consumers’ health status, insurance coverage, informal support system, or living arrangement,

2. Assist program staff with:

• Service implementation, closing, and care plan change requests submitted by the plan’s administrators and CBES staff.
• Adaptive equipment requests through the plan contracted vendor.

3. Complete paperwork aligned with procedures for consumer program transfers.

4. Complete required procedures for consumer case closing.

5. Assist with resolving billing discrepancies.

6. Assist in researching and resolving SAMS errors.

7. Provide other follow-up support to the program staff and management team.

8. Provide logistical support to the Program Management Team including, but not limited to:

• Prepare information and reports for the program Management Team as requested.
• Collaborate with other departments, as necessary.
• Assist with SAMS data clean-up.
• Assist with wellness checks.
• Assist with language translation (if applicable).
• Assist with monitoring uncovered cases.
• Assist with scheduling ongoing routine assessments.

9. Upload attachments in consumer electronic files, file, archive, and dispose of paper documents, (as needed) per HIPAA, PHI, and CBES policies and procedures.

10. Participate in the orientation and training of CBES staff.

11. Attend all Program Management meetings and training.

12. Perform other duties as assigned.

QUALIFICATIONS:

• High school diploma required; college degree welcomed but not required.
• Ability to work independently with minimal supervision.
• Experience in computerized business applications.
• Strong verbal and written communication skills.
• Strong organizational skills, including the ability to manage time effectively to meet deadlines.
• Attention to details and ability to multitask.
• Experience in developing a strong working knowledge of a client database management system.
• Ability to keep up with changes and develop a strong working knowledge of changes in procedures and regulations for EOEA, CBES programs, and other policies.
• Evidence of ability to maintain confidential information.
• Ability to collaborate with a diverse staff.
• Ability to work collaboratively as a member of a team.
• Ability to be flexible and willing to assist where and when needed.

PHYSICAL REQUIREMENTS OF THE JOB:

• Ability to lift and carry objects frequently weighing up to 10 to 15 pounds.
• Ability to climb stairs.
• Ability to travel to the community to perform visits at consumers’ home.
• Work requires regularly standing, stooping, and bending.