Intake Specialist

The Finger Lakes Performing Provider System (FLPPS) is a network of clinical and community-based providers working together across the 13-county Finger Lakes region to transform healthcare delivery, advance system transformation, close gaps in care, and support high-risk individuals and populations. FLPPS and its affiliated health home, the Greater Rochester Health Home Network (GRHHN) support providers in integrated healthcare delivery system optimization, care management, network and program management, population health and data analytics, and learning and development.   Additionally, FLPPS is a designated New York State Workforce Investment Organization (WIO) working with training and educational institutions, health systems and other providers, and Social Care Networks to strengthen the healthcare workforce.

POSITION SUMMARY

Manage and triage all incoming Career Pathway Training Program inquiries across various communication mediums.  This role is funded by New York State through the Career Pathways Training Grant through 2027.

RESPONSIBILITIES 

• Handle all incoming Career Pathway Training Program inquiries via phone and email
• Respond promptly and professionally to inquiries from candidates, partners, and referral sources
• Screen and identify candidates based on eligibility criteria and program guidelines
• Maintain accurate records of all communications and interactions in the designated documentation system(s)
• Schedule and coordinate follow-up calls and meetings with candidates and partners as directed
• Provide information and resources to candidates and partners as needed.
• Ensure timely and effective communication with all stakeholders, including candidates, and partners
• Handle confidential information in accordance with SHERPA and related federal/state requirements.
• Monitor and manage the Career Pathway Training Program phone line and email inbox to ensure all inquiries are addressed promptly.
• Document assignment activities and responses in the designated documentation system(s).
• Collaborate with internal and external teams to improve the communication pathways to prospective participants
• Partner with internal team to identify quality and workflow issues related to participant communication pathways
• Assist with all performance improvement projects as requesed.  

QUALIFICATIONS

• Bachelor's degree in Healthcare Administration, Social Work, or other health care or human services related field or equivalent training/education/experience in Nursing or other health/human services related field.
• 2 years of experience in an administrative, communications or customer service role
• Proficiency with Microsoft Office Suite. Ability to learn new software as needed
• Knowledge and experience working with community-based organizations and resources.
• Experience with individuals of diverse cultural and religious backgrounds, demonstrating respect for diversity and a high level of cultural competency.

Competencies

• Outstanding client and partner focus: service mind-set, build rapport, prompt follow-through.
• Excellent communication and customer service skills, demonstrating the ability to adapt, actively listen, and engage to build relationships and influence outcomes in sensitive situations for our patient/client/member and network partners.
• Strong organizational skills, proven ability to work independently and to manage time appropriately to achieve metrics and deliverables.
• Ability to interact with external partners, members, and staff in a fast-paced environment, sometimes under pressure, remaining positive, flexible, proactive, resourceful, and efficient, with a high level of professionalism.
• Proficient data entry skills and ability to be attentive to detail.
• Initiative and the ability to effectively participate in an environment in which collaboration is highly valued and reporting relationships are not direct; possess a flexible, “can-do” attitude.
• Sound reasoning and problem-solving skills; using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Exercise discretion and judgment regarding highly confidential internal and external communications and within generally defined practices and policies.
• Flexibility and a positive attitude to accept duties as assigned to support changing activities.
• Consistent demonstration of FLPPS Brand Values: Collaborative, Trusted, Result-Oriented, Strategic, and Adaptive.

Essential Job Functions:

In support of the American with Disabilities Act (ADA), this job description lists those responsibilities and qualifications deemed essential to the position. This job description is a summary of the typical functions of the job, and additional responsibilities may be assigned as necessary. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, marital status, genetics, disability, age, veteran status, or any other legally protected status. 

FLPPS is committed to providing service that is culturally and linguistically appropriate for our diverse partnerships. We work to ensure that our philosophy of cultural and linguistic diversity is embraced in all levels of our organization. Culturally competent services are required from both our employees and our partners.