Help Desk Specialist - Bilingual

AgeSpan

Formerly Elder Services of the Merrimack Valley/North Shore

At AgeSpan, you'll find a work environment that combines:

• A refreshing culture that is supportive, collaborative, and encouraging of diverse perspectives and backgrounds.
• A focus on innovation with a team recognized for developing and implementing innovative programs and novel solutions.
• Encouragement of your development through opportunities to get involved, use your voice, and gain new knowledge and skills.
• A satisfying balance between your work and personal life, including a flexible workplace, generous paid time off, and wellness programs.

Depending on your role and your hours, we offer

• Flexible schedule and hybrid work opportunities
• Competitive salaries
• Healthcare (medical, dental)
• 403b Retirement Plan with agency match
• 20 Vacation Days, 12 Sick Days, and 12 Paid Holidays
• Social Work Licensing Program
• License Renewal Paid by agency for RN's and Social Workers
• And MORE!

Position Responsibilities: Serve as the primary backup to Home Care Case Management by responding to calls from or regarding AgeSpan consumers whose primary Care Manager (CM) is out of the office or unavailable. Take appropriate follow up action(s) to address consumer/caller needs.

Essential Functions: (Core duties or tasks fundamental and not marginal to the performance of the job)

• Gather detailed information from caller to assess the needs of the consumer as well as the timeline in which those needs must be addressed.
• Gather pertinent consumer history by reviewing consumer information and recent documentation in SAMS consumer database and create an action plan that incorporates available resources and information about the consumer.
• Access employee status and scheduling software to ensure that follow up is only being conducted on behalf of those consumers whose primary Care Manager is unavailable or will not be available within the timeframe needed to address the situation at hand.
• Give verbal approval for one-time-only services for consumers when appropriate and communicate necessary information to the provider agencies.
• Document all consumer activity in the SAMS consumer records database in accordance with existing documentation protocols.
• Complete required data entry documentation such as authorizations and suspensions in accordance with existing documentation protocols.
• Communicate actions taken and additional follow-up needed to the assigned CM and Nurse.
• Make decisions regarding when to access Help Desk back-up system for the purposes of assisting with complicated/urgent consumer situations or to assist in managing high call volume.
• Make decisions when to seek out management guidance based on the urgency and nature of the request.
• Provide interpreter assistance as needed for non-English speaking callers or walk-in consumers.
• Attend all team, Home Care Department and All Staff meetings.
• Other related duties as required.

Qualifications: Associates Degree in social work, human services or related field required; experience with elders preferred. Significant relevant work experience may be substituted for portion of degree. At least one year of prior work experience with elder or disabled populations preferred. Must have excellent interpersonal, telephone and organizational skills, strong attention to detail and follow through, computer proficiency, and the ability to multitask and work well in a fast paced, team environment are a must. Fluent and comfortable communicating in both English and Spanish required.

Hours: 37.5 per week

AA/EOE

AgeSpan is strongly committed to fostering a professional environment that recognizes, respects, and encourages the unique contributions of a broad spectrum of qualified employees. It is important that our employees reflect the diverse communities we serve. We maintain a work atmosphere that allows people of varied backgrounds to grow professionally and contribute to our mission by promoting diversity, equity, inclusion, and work-life balance.