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State of Massachusetts Customer Service Advisor in 600 Washington Street, Massachusetts

_THIS IS A CONTRACTED, NON-BENEFIT POSITION_ The Massachusetts Rehabilitation Commission (MRC) is moving towards an Integrated Eligibility (IE) approach to centralize and improve the application and eligibility determination experience and process for its consumers and allow them to benefit from the full array of services from MRC, in a streamlined, efficient manner. The unit of individuals that will be responsible for facilitating integrated eligibility is referred to as “MRC Connect.” This is the first step in standardizing processes and aligning with a unified technology future state solution (“OneMRC”) system at MRC. MRC is seeking full-time, highly motivated, and qualified individuals for the MRC Connect position ofCustomer Service Advisor, Program Coordinator. An ideal candidate will be responsible for gathering and packaging all documentation needed to determine eligibility. This role must effectively communicate with multiple stakeholders to support the completion of the online application, collection of documents, and scheduling of intake appointments. They must be able to independently problem-solve and provide excellent customer service to the applicant. They are responsible for learning and staying up to date on MRC’s diversity, equity, inclusion and racial equity skills, results, and expectations specific to MRC Connect. They will create and contribute to an inclusive, participatory, high performing team and culture. Serve as an ambassador for the agency, including building relationships with relevant diverse community members, agency representatives and stakeholders, and other external groups. /MRC is a learning and participatory performance culture with an emphasis on high performance teams, individual performance/contribution/impact, and engaging in activities to promote and support a program/division/agency (e.g., committee membership, Roadmap workgroup membership, presenting at Town Halls, achieving learning and performance goals). In addition, MRC is an agency committed to diversity, equity, inclusion and racial equity, as well as innovation, transformation and change, and creating a culture of agility, excellence, and belonging. / /Supervision:/Works under the direct supervision of a Supervisor for MRC Connect who assigns duties and reviews work for completeness and accuracy. * This is a virtual and in office position, teleworking may berequired 50% of time and travel may be required 50%of the time for meeting offsite at various locations. _Duties and Responsibilities__(these duties are a general summary and not all inclusive):_ * Responsible for supporting the MRC Connect team as it transitions to provide statewide services additional duties may be added to support the statewide rollout. * Responsible for using multi methods of communication such as phone, video conferencing programs, in person and all other methods of communication. * Responsible for understanding the eligibility criteria results from the online application and conveying next steps in the eligibility process to the consumer, as well as providing a handoff to the eligibility screener. * Responsible for requesting and collecting documentation from the applicant and associated medical providers. Validates customer demographic, financial, medical and background data by contacting applicant to obtain information not listed on eligibility forms, contacts medical providers * As applicable, responsible for performing research, informational lookups in databases, obtaining historical consumer information, and coordinating with information navigator on task and assignment handoffs. * Responsible for entering applicant online applications into respective database(s) and uploading of applicant documents to appropriate folders. * Responsible for preparing letters, in which tasks include understanding what programs the consumer is applying for and including the latest medical release forms, general program information, and other letters or materials needed per information packet guidelines. * Responsible for exercising discretion in the handling of confidential information. * Responsible for sending reminders to applicant as well as medical providers to obtain appropriate forms and documentation. Specialists will typically send three reminders and then escalate to supervisor for unresponsive applicants or providers or continued missing documents/forms. * Responsible for closing out and documenting unresponsive applicants, or if applicants determine to not complete application process. * Responsible for receiving and uploading applicant documents to appropriate applicant folders. Documents should be uploaded immediately after receiving them. Responsible for ensuring all documents have been received before transferring to eligibility screener. Notifies eligibility screener or clinician to initiate eligibility determination. * Responsible for coordinating with eligibility screeners and scheduling intake appointments where appropriate and deemed necessary by program. Documents and updates appointments within office tools and tracking mechanisms. * Responsible for other related duties as assigned by the supervisor, this may include, but not limited to; supporting eligibility screener and their duties, supporting information navigator and initial contact of consumers, reviewing reports and dashboards, analyzing metrics, proactively making recommendations on operational improvements to supervisor, etc. * Responsible for supporting the MRC Connect team as it transitions to provide statewide services additional duties may be added to support the statewide rollout. _Preferred Qualifications:_ * Bilingual ability to fluently speak in additional language(s), which includes but is not limited to; Spanish, Portuguese, Mandarin/Cantonese or other. * Knowledge of and experience in diversity, equity, inclusion, and racial equity and effective engagement across differences. * Proficient usage of Microsoft Office products including Excel, PowerPoint, Word, and Outlook as well as technologies supporting a remote workplace (e.g., Zoom, Microsoft Teams). * Ability to demonstrate skill in handling confidential information and understanding of medical form requirements. * Ability to multi-task, prioritize, and manage time effectively. * Effective customer service skills and ability to assess and handle sensitive and emotional situations. * Ability to be highly organized, detailed, and skillful in dealing with complex medical forms and interacting with medical providers * Ability to work accurately with names, numbers, codes, and basic data entry information. * Basic ability to critically think and capable of identifying aspects of a problem and understanding why a problem exists. * Basic technical ability and familiarity in working with databases, systems, office tools, reports and performing accurate and complete data entry, navigating system screens, and interpreting reports, etc. Contract Period of Service: 01/14/2021-6/30/2022 (Renewable subject to available funding) *Additional Information:* * This is a contract position working up to 37.5 hours per week. * Benefits areNOTavailable except for sick leave accruals. * Contracts are renewable, subject to the MRC Connect approval, performance, and allocation funds. All employees will be paid on a bi-weekly basis and must have direct deposit. * State and federal taxes will be withheld. In addition, the contractor must participate in the Alternative Retirement Program mandated by federal law. *Pre-Offer Process:* * Applicants should upload a_cover letter and resume_for the MRC Connect Program Coordinator * A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit * Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines. * Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website. For questions regarding this requisition, please contact Executive Office of Health and Human Services Human Resources at 1 (800) 510-4122, Ext. #2. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. Executive Order #595:As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. *Job: Administrative Services *Organization: Massachusetts Rehabilitation Commission *Title: *Customer Service Advisor Location: Massachusetts-600 Washington Street Requisition ID: 21000A3J