Registered Nurse / BSN - First Contact Specialist
Targeted Min. Starting Salary 42,800
Targeted Max. Starting Salary 48,000
This position requires state licensure as a registered nurse with a 4 year bachelor's degree, or as a licensed social worker.
Review confidential documentation to conduct pre-admission and level of care screening functions for consumers transitioning to nursing home facilities. Provide comprehensive, clear, and objective options counseling via telephone to older adults and their family members about home and community-based services to help them maintain independence and make informed decisions. Assist consumers to assess service needs, make choices about service options, and connect with an array of formal and informal service providers
• Work in the Senior LinkAge Line® call center to process pre-admission and level of care screenings for consumers transitioning to skilled nursing facilities.
• Analyze and resolve complex issues in a timely manner related to pre-admission process such as claims/payments for consumers on public programs.
• Provide long-term care options counseling to help consumers understand community-based service options that support choice and independence.
• Demonstrate proficiency in 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 assist consumers in implementing support plans.
• Provide caregiver consultation that assists caregivers in their supportive roles.
• Ensure client confidentiality and data privacy in all caller interactions.
• Educate consumers about financing options to support long-term care needs and services.
• 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.
• 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 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:• Issue pre-admission screening documents to skilled nursing facilities and consumers to substantiate completion of screening.• Complete referrals for OBRA Level II screenings when appropriate and required.• Document pre-admission and level of care screening outcomes using database systems selected by the Minnesota Board on Aging.• 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.• Research service and provider information and track demographic and service needs using software selected by the Minnesota Board on Aging.• Relay MinnesotaHelp.Info database updates using established protocols to improve the functionality, reliability, and completeness of the resource network.• Ensure compliance with all applicable state and federal laws.
• 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.
• Valid driver’s license and proof of insurance required.
• Bachelor's Degree in social work or nursing required. Must meet State licensure requirements of profession, as applicable.
• 4 years of relevant professional experience preferred.
• 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 Boston University Social Work Aging Certificate, Vulnerable Adult Mandated Reporter training, Protecting Information Privacy training and others.
• Knowledge of financing options to support long-term care services including Medicare benefits, Long-Term Care Insurance and public benefit programs.
• Strong proficiency in Microsoft Office Suite - specifically Word and Outlook, and skill using the Internet in a business environment.
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 – Minimal; approximately 1 trip per month.
• 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.
• 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.
Metropolitan Area Agency on Aging is an Equal Opportunity Employer / Affirmative Action