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Position Title: PCM Intake and Consumer Support
Location: Tempus Corporate Headquarters, 600 TECHNOLOGY CENTER DR, STOUGHTON, Massachusetts, United States of America
Requisition Number: Req #47
Date Posted: Thursday, August 29, 2024
Description: Tempus Unlimited, Inc. is a nonprofit organization that provides community-based services to empower children and adults with disabilities to live as independently as possible in the least restrictive environment. The agency, through its programs and services, encourages the inclusion of people with disabilities into the mainstream of society, including social, recreational, family and work activities.
The PCM Intake and Consumer Support will answer phones, provide consumer support, distribute calls to appropriate department (refer to Incoming Call Procedures) for the PCM PA Department.
- One year experience working with person with disabilities
- Phone customer service experience
- Bi-lingual preferred, but not required: Spanish, Haitian Creole, Vietnamese and Cantonese
Essential Functions
- Consumer Support
- Check and return all received voice and email messages as soon as possible or no later than 72 hours.
- Log all incoming calls in the consumer database and maintain phone log according to MassHealth/PCM contract.
- Combine phone log and produce weekly report of return call as assigned.
- Update any changes (of address and phone number) received in database and notify designed staff in Skills Training and Evaluation Department (Refer to Incoming Call Procedures).
- Referral as assigned
- Receive referral inquiries via phone and fax (may include coordinating electronic referrals).
- Screen referral to ensure applicant meets minimum requirements for appropriate services through Options (Refer to Community Services PCA Standard Operating Procedures).
- Process new referrals in Consumer Database, including Senior Care Options (SCO) and 1Care and notify Skills Trainer Supervisor (Refer to Community Services PCA Standard Operating Procedures).
- Request medical documentations to applicant's doctor for current medical summary, including diagnosis and any pertinent records.
- Update consumer information in the database as needed during the referral process (i.e. MD info, spelling errors, etc.).
- Request Visiting Nurse Association (VNA) 485 Care Plan, Department of Developmental Services/Mass. Rehab Commission/Department of Children's and Family (DDS/MRC/DCF) contracts, and other supporting documentation (refer to Community Services Standard Operating Procedures).
Preferred Experience
- Accuracy and attention to detail
- Must have the ability to maintain confidentiality at all times
- Experience servicing people with disabilities who are living in the community-familiarity with other disability-related services
- Familiarity with MassHealth PCA program preferred
Required Certificates, Licenses, Registrations, skills, abilities
- High School Diploma or equivalent
- Professional telephone manner, computer database skills, familiarity with office procedures and equipment
- Excellent communication skills
- Excellent interpersonal skills
- This position requires the utmost cooperation in providing a positive environment to create a productive workplace
- Bi-lingual preferred, but not required: Spanish, Haitian Creole, Vietnamese and Cantonese
Other Duties
- Must report all suspected incidents of consumer sexual/physical abuse and neglect to the Disabled Person Protection Commission (DPPC).
- Must report all suspected fraud to your Supervisor or Program Director
- Perform other duties as assigned by Supervisor or Program Director
Work Authorization/Security Clearance
All offers of employment made by Tempus Unlimited are contingent upon satisfactory background check results. Pre-employment background checks will be conducted on all candidates that are offered a position at the agency in compliance with program policy as well as state and federal regulations. From time to time, these checks may be conducted on current employees to ensure compliance with all state and federal regulations and contracts.
EEO Statement
Equal Employment Opportunity is a fundamental principle at Tempus Unlimited, Inc. where employment from recruiting through the end of employment is based upon professional capabilities and qualifications without discrimination because of race, color, religion, sex, age, sexual orientation, veteran status, national origin, disability or any other characteristic as established by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Job Family: Associate
Job Function: Non-Supervisor
Pay Type: Hourly
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