What are the responsibilities and job description for the Customer Care Associate position at Wellvance?
Wellvance has many opportunities for those looking to make a difference in the lives of our community members by providing beneficial and cost-effective services to our consumers. Wellvance provides State funded public mental health services to Iosco, Ogemaw, and Oscoda counties in northern Michigan. Services are provided to people with an Intellectual or Developmental Disability (I/DD), a Serious Persistent Mental Illness (SPMI), and/or those who may be Seriously Emotionally Disturbed (SED).
The right person will have the ability to demonstrate knowledge of, follow and utilize agency policies and procedures. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed within the organizational Job Description for this position are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Excellent Benefit Package includes:
- PTO (paid time off) Accrual Program
- Paid Holidays
- BCBS Medical Benefits
- Health Savings Account
- Flex Savings Account
- Dental
- Vision
- Pension Plan
- Tuition Assistance Program
- Student Loan Payment Assistance
- Term Life Insurance
- Short Term Disability Insurance
- Long Term Disability Insurance
- Voluntary Life Insurance
- AFLAC
**If you are having issues applying for a position or have questions about applying, email hr@wellvance.org
Education and/or Experience
- High school diploma or general education degree (GED).
- Associate degree in business/clerical sciences or similar degree preferred.
- One year of successful clerical experience preferred.
JOB SUMMARY
This position serves as part of the Customer Care Team and provides Agency service information to consumers, guardians, management, community partners, co-workers and support staff; has knowledge of all general office duties and responsibilities. In addition, this position will resolve specific questions by pinpointing problems and routing to Agency resources, as appropriate. This will be done in person, on the phone, or through written correspondence performing the following duties personally.
ESSENTIAL DUTIES AND RESPONSIBILITIES
a. Greet consumers, guardians, employees, and vendors in a positive and professional manner.
b. Acts as an advocate for the protection of all rights afforded to recipients via the Mental Health Code by providing information and access related to the Office of Recipient Rights.
c. Manage large volume of incoming calls and face to face inquiries from consumers and guardians having the ability to de-escalate situations.
d. Open and close Agency offices to ensure readiness for service including locking files and setting alarm; preparing and maintaining clinical staff schedules and appointments; and, making appointment reminder calls to consumers.
e. Apply knowledge of the day to day operations and specific services/resources provided within each program.
f. Design, create, distribute and manage flyers, newsletters, general Agency correspondences, reports, and consumer data entry.
g. Prepare and follow proper protocol and record formal and informal meeting minutes to be distributed to proper audience per instructions.
h. Process confidential record requests for legal situations, subpoenas, Social Security and Michigan Department of Health and Human Services.
i. Utilize Employee Health Records accurately for scanning, updating, retrieving requested information and scheduling of appointments.
j. Perform general office duties efficiently and effectively in a timely manner utilizing the phone and other communication systems.
k. Prepare outgoing mail, including distributing daily incoming mail and dropping off mail at local post offices.
l. Follow HIPAA compliance and maintain confidentiality at all times regarding consumer and co-worker information.
m. Monitor clerical and office lobby/waiting areas for consumer needs and cleanliness; replenish brochures/pamphlets and required materials.
n. Maintain and monitor office supplies and inventory placing orders as applicable.
o. Carry out the responsibilities of the position in a safe and responsible manner.
p. Establish and maintain productive working relationships with people inside/outside the Agency including consumers, guardians, management, community partners, coworkers and support staff.
q. Adhere to the Agency’s set of core beliefs and values.
SUPERVISORY RESPONSIBILITIES:
- None
ADDITIONAL RESPONSIBILITIES
- Serve as a mentor to effectively orient employees to their position.
- Perform all other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
- High school diploma or general education degree (GED).
- Associate degree in business/clerical sciences or similar degree preferred.
- One year of successful clerical experience preferred.
Knowledge, Skills and Abilities Required
- Ability to use computers, computer software programs and standard office equipment.
- Proficiency in Microsoft Office Suite or similar software.
- Effective written and verbal communication skills to convey and receive information (in person, on the phone, or through written correspondence) with the ability to accurately document all form of contact in appropriate location.
- Attention to detail striving for thoroughness and accuracy when completing a task.
- Display empathy and understanding upon receipt of complaints, forwarding to proper resources.
- Good organizational, analytical, and judgment skills to manage time, prioritize, work independently and handle multiple tasks.
Certificates, Licenses, Registrations
- Maintain all required trainings and certifications.
- Possess a valid US driver's license.
- Provide proof of U.S. Citizenship or possession of necessary papers allowing holder to work legally in the United States.
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 this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Sit at a desk and work on a computer for prolonged periods of time, walk/move around and stand, talk and hear and use hands to handle, control or feel objects, tools or controls.
- Lift up to 25 pounds.
- Use close vision and ability to focus on computer screens and documents; distance vision; peripheral vison; depth perception; color vision.
WORK SCHEDULE
- Available Monday through Friday 8am to 6pm, flexibility for occasional weekend and after-hours support.
- Position is hourly and eligible for overtime after 40 hours worked per week.
- Ability to travel between offices and local offsite locations may be required.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Perform duties in an office setting where the noise level in the work environment is usually moderate.
- Use standard office equipment such as computers, phones, and photocopiers routinely.