US Remote
Description
Status: Non-Exempt
Hourly Rate: Up to $22.00 per hour
Lifespan is a trusted, mission-driven, regional nonprofit dedicated to helping older adults take on the challenges and opportunities of longer life. We are a great place to work where staff can grow personally and professionally in a supportive and inclusive environment.
SUMMARY
The Ombudsman Intake Coordinator completes daily phone intake, helping to serve as the public-facing voice of the NYS Long Term Care Ombudsman Program in Genesee, Livingston, Monroe, Ontario, Orleans, Seneca, Wayne, and Wyoming counties, and completes the daily phone intake log according to program and agency information privacy/confidentiality policies and government regulations.
DUTIES AND RESPONSIBILITIES
· Screens callers to obtain basic information and to access their needs, chooses appropriate responses, communicates effectively, and documents completely.
· Explains Ombudsman Program process and services, including the scope of program, and documents long term resident issues accurately, asking clarifying questions when required.
· Ensures intake for each encounter is complete and contains the required information for information and assistance, complaint processing, or referral to another program or agency.
· Uses databases to match caller needs with resources and works collaboratively with agency teams to optimize outcomes, determining when further assistance is needed.
· Captures and processes data from phone intake according to program procedures, including demographics and post-service evaluations for analysis.
· Informs the team about high profile or complex phone intake encounters, and ensures assigned ombudsmen are informed of and provided with complaints gathered during intake for follow-up.
· Participates in training sessions and staff meetings, adjusts for changing workloads and priorities, and supports team project work when workflow permits.
· Serves as the contact for referrals to this regional Ombudsman Program, provides referrals to other programs and agencies, contacts referral sources to advise of referral status, and follows up with referral sources to ensure coordination of services when appropriate.
· Other duties as assigned.
Requirements
QUALIFICATIONS
EDUCATION: High School / GED with two years of experience in Human Services
EXPERIENCE: Complete the initial training and continuing education required to be a Certified Ombudsman in New York (provided by program upon employment)
Customer service/relations, data entry/capture, phone intake, call center, health services intake/admissions experience not required but preferred
REQUIREMENTS
· Meet strict response deadlines and dedicate extended periods in front of a computer while maintaining composure
· Possess excellent interpersonal skills and a professional demeanor
· Work in a team environment in a collaborative and cohesive manner
· Possess basic computer skills, including proficiency with Microsoft Office 365 Suite
· Interact calmly and professionally with a diverse range of people and both internal and external customers
· Demonstrate excellent written and oral communication skills in all interactions
· Compose a grammatically correct, concise, and accurate written response
· Read and understand policies and procedures
· Influence in a positive manner and use a solution-based approach
· Make effective, accurate decisions, judgment calls and reliable recommendations with support from team members and management
· Leverage resources and use information appropriately
Lifespan offers great benefits including:
Vacation (21 days)
Sick (10 days)
Personal Time (3 Days)
Holidays (11)
Medical Insurance (3 options)
Dental Insurance (2 options)
Vision (2 options)
Flexible Spending Account
Health Savings Account with company contribution
403(b) Program
Hybrid / Remote Work Schedule may be available after successfully completing the probationary period
If working less than 37.5 hours, accrued time is pro-rated.
Salary/Hourly Rate
Multiple factors will be considered for salary/hourly determination including, years of relevant service, skills required, education, and internal equity,
Lifespan is an equal opportunity employer and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, citizenship, sex, age, veteran status, disability, genetic information, gender identity/expression or any other protected characteristic. Lifespan will not discriminate against persons because of their disability, including disabled veterans, and will make reasonable accommodations for known physical and mental limitations of qualified employees and applicants with disabilities.
