CONSUMER DIRECT CARE NETWORK

JOB SUMMARY

The Administrative Coordinator II coordinates administrative duties in compliance with Federal/State Regulations and Managed Care Organization (MCO) program rules. Responsible for handling customer service, including all inbound and outbound phone calls, emails, messages and/or chats.   Coordinate and manage daily intake and referral processes to ensure positive business growth and development.  Process client and attendant enrollment paperwork.  Complete local payroll processes (authorization and timesheet processing) and meet general customer service objectives to ensure positive business growth and development.  Responsible to behave in a manner that will promote cohesiveness to the office environment, as well as support day-to-day operations, and client advocacy.

JOB DUTIES

• Provide excellent customer service to internal and external clients.
• Handle inbound/outbound phone calls, providing accurate answers to queries and concerns.
• De-escalate situations involving dissatisfied customers, offering assistance and support.
• Complete daily payroll and authorization functions to support timely caregiver payment and claims submission.
• Process forms and documents in relevant systems
• Handles complex service programs and special projects
• Navigate, monitor and troubleshoot internal systems to resolve payroll and authorization issues.
• Exhibit a solid understanding of the contracted MCO Service Authorization processes.
• Communicate effectively.
• Comply with applicable legal requirements, standards, and policies, and procedures.
• Maintain the necessary skills and knowledge to coordinate workflow.
• Exhibit an intermediate level of computer efficiency.
• Demonstrate effective problem-solving and decision-making skills.
• Participate in professional development and training activities.
• Bi-lingual preferred in various locations
• Other duties as assigned

QUALIFICATIONS

• High School Diploma preferred
• Previous office experience preferred
• Combination of education and experience
• Be able to successfully pass a background screening

The incumbent typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.