Metropolitan Area Agency on Aging logo

Company Profile

Location:
St. Paul, Minnesota
Country:
United States

Job Profile

Job Category:
Customer Service, Health Care - Medical, Social Services
Position type:
Full Time
City:
St. Paul
State:
Minnesota
Zip Code:
55109
Reference number:
2016:5310-018
Job Id #:
11135954
Date Posted:
January 04, 2017

Customer Service - Benefits and Resources Specialist

Targeted Min. Starting Salary 39,300
Targeted Max. Starting Salary 46,300

Job Responsibilities:
A 4-year college degree in human services, gerontology, psychology or related discipline is required for this position.

We provide training to newly hired employees in State Health Insurance Programs (SHIP), Medicare, Medicaid, and other resources needed to perform the job.

Provide comprehensive, clear, and objective information to older adults and their family members, persons with disabilities, providers and other caregivers that facilitates connections to home and community-based services and benefit options. Assist consumers to assess their needs for services, make decisions about service options, access benefits and connect with an array of formal and informal service providers.

Essential Duties: Essential job duties for this position include the following items. Other duties must be performed as assigned or required.
• Work in the Senior LinkAge Line® call center to offer in-depth, objective information about a wide range of community resource options and benefit programs.
• Demonstrate proficiency in interviewing, assessment, problem solving and advocacy and provide in-depth counseling and assistance to individuals about long-term care options and benefits focused on system navigation and assistance.
• Utilize a person-centered, empowerment model to promote independence and informed decision-making.
• Ensure client confidentiality and data privacy in all caller interactions.
• Research service options and communicate information in a clear, comprehensive manner.
• Connect consumers to service providers, advocate for and support consumers as they navigate a complex long-term care service system, and provide follow up to ensure service delivery and satisfaction.
• Assess customer’s needs and provide assistance related to health insurance benefit options including Medicare eligibility and enrollment, Medicare Advantage, Medicare supplement, and Medicare prescription drug coverage comparisons and selections, low-income subsidy (LIS) eligibility and enrollment, coordination of benefit issues, Medicare fraud and abuse education, identification, and reporting, Long Term Care Insurance and Pension Rights.
• Assist Medicare beneficiaries to understand their benefits, complete required paperwork, access benefits to which they are entitled, and make informed benefit selections.
• Screen callers for eligibility for public programs including Medicare Savings Programs, Medicaid and others; provide forms assistance to facilitate application to such programs when applicable.
• Assist individuals of all ages to access affordable prescription drug options.
• Assess eligibility for programs that reduce prescription costs and connect individuals to resources including patient assistance programs, discount cards, publicly funded programs, mail order pharmacy options and generic equivalents.
• Assist individuals with system navigation and problem resolution related to prescription drug access.
• Serve a culturally diverse population of seniors and persons with disabilities and their caregivers, Medicare beneficiaries of any age, individuals seeking assistance with prescription drug costs of any age, and community professionals to meet their informational needs.
• Make referrals for in-person health insurance counseling through MAAA's Volunteer Coordinator.
• Identify signs, symptoms, and risk factors for abuse and report potentially vulnerable situations to the county Common Entry Point in a timely manner.
• Build cooperative working relationships with local, state and federal entities and businesses.
• Adhere to the Minnesota Board on Aging's Standards and Assurances for the Senior LinkAge Line system.
• Handle an average of 15 incoming new calls/day.
• Handle escalated customer calls in a timely manner and demonstrate the highest standard of quality service, commitment and courtesy.
• Contribute to a positive work and team-oriented environment.


Administrative Tasks:
• Utilize call center and other technology to provide resource connections and assistance to include 3-way and conference calling, call transferring, long-distance calling, faxing, online enrollment tools and other Internet resources, online chat, and Language Line interpreter services for customers with limited English proficiency.
• Prepare and mail educational materials or enrollment applications to facilitate service and benefit access.
• Ensure compliance with federal and state reporting requirements.
• Research service and provider information and track demographic and service needs using software selected by the MBA/AAA network to ensure compliance with federal and state requirements.
• Relay database updates using established protocols to improve the functionality, reliability, and completeness of MinnesotaHelp.Info resource network.

Job Qualifications:
- Demonstrated experience in helping consumers navigate the long-term care service system including formal, quasi-formal and informal organizations and providers.- Understanding of the aging process and challenges of families related to caregiving.- Proper telephone etiquette and techniques.- Strong time management and organizational skills.- Continual attention to detail and accuracy.- Ability to manage competing tasks and demands while meeting deadlines.- Excellent customer service skills.- Excellent interpersonal skills. Ability to work independently and as part of a team.- Take initiative; use sound judgment when making decisions or seeking input and direction.

Education/Experience:
- Bachelor's Degree from an accredited program of social work, gerontology, or related human service field required. Must meet State licensure requirements of profession, as applicable.
- 2 years of customer service experience required.
- Ability to successfully complete required Core Body of Knowledge coursework to become a certified health insurance counselor.
- Ability to successfully complete required online coursework including the Vulnerable Adult Mandated Reporter training, Protecting Information Privacy training and others.
- Strong proficiency in Microsoft Office Suite - specifically Word and Outlook, and skill using the Internet in a business environment.

Language Skills:- Ability to read, comprehend and implement protocols and procedures.- Ability to effectively present information in one-on-one situations to customers, partners, and other employees of the organization in both written and oral formats.

Mathematical Skills:- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.- Ability to compute cost comparisons for consumers to assist with long-term care planning, insurance plan selection and benefits counseling.

Reasoning Ability:- Ability to apply common sense understanding to carry out detailed written and oral instructions and proactively approach others with questions.- Ability to deal with complex problems with multiple variables in a variety of situations.- Ability to prepare, interpret and present cost comparisons for consumers to assist with long-term care planning. insurance plan selection and benefits counseling.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
- Standing - Minimal; approximately less than 1/4 of on-the-job time.
- Walking - Minimal; approximately less than 1/4 of the on-the-job time.
- Sitting - Frequent; approximately greater than 3/4 of the on-the-job time. - Use of hands to finger, handle or feel - Frequent; approximately greater than 3/4 of the on-the-job time. -Reaching with hands and arms - Frequent; approximately greater than 3/4 of the on-the-job time.
- Stooping, kneeling, crouching or crawling - Minimal; approximately less than 1/4 of the on-the-job time.
- Talking or hearing - Frequent; approximately greater than 3/4 of the on-the-job time.
- Weight lifted/Force exerted - Up to approximately 20 pounds, non-continuously.
- Vision - Close vision (clear vision at 20 inches or less).
- Travel/Driving - Occasional; approximately less than 1 trip/month.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.
- Environmental - Occasionally work near moving mechanical parts. -Noise - Moderate (i.e. multiple conversations simultaneously, computers, printers, etc.)
Other Job Information (if applicable):
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
- Standing - Minimal; approximately less than 1/4 of on-the-job time.
- Walking - Minimal; approximately less than 1/4 of the on-the-job time.
- Sitting - Frequent; approximately greater than 3/4 of the on-the-job time.-Use of hands to finger, handle or feel - Frequent; approximately greater than 3/4 of the on-the-job time.- Reaching with hands and arms - Frequent; approximately greater than 3/4 of the on-the-job time.
- Stooping, kneeling, crouching or crawling - Minimal; approximately less than 1/4 of the on-the-job time.
- Talking or hearing - Frequent; approximately greater than 3/4 of the on-the-job time.
- Weight lifted/Force exerted - Up to approximately 20 pounds, non-continuously.
- Vision - Close vision (clear vision at 20 inches or less).
- Travel/Driving - Occasional; approximately less than 1 trip/month.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.
- Environmental - Occasionally work near moving mechanical parts.- Noise - Moderate (i.e. multiple conversations simultaneously, computers, printers, etc.)

 

 

Metropolitan Area Agency on Aging is an Equal Opportunity Employer / Affirmative Action 

Employer (M/F/Disabled/Veterans).

 

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