Job Description

Aging Services of North Central Massachusetts provides comprehensive information and quality services so that older people, individuals with disabilities, and their families are empowered to make personalized choices to ensure a life of dignity, safety, and respect.

The values of ASNCM have been determined by its employees and are the foundation of our culture.

Collaboration – we communicate and coordinate with others, internally and externally, to make a positive difference for our consumers and their families.

Compassion – we work with “heart” to be kind, caring and willing to help our consumers in their journey.

Consumer-Centric - we are committed and persistent in ensuring that our services and experiences are of high quality, resulting in positive consumer impacts.

Empowerment - we strive to make our consumers stronger and more confident to control their lives with personalized choices and claim their rights to a life of safety, dignity, and respect.

Integrity – we adhere to the highest standards of professionalism, ethics and personal responsibility, worthy of the trust our consumers place in us.

Requirements

GENERAL DESCRIPTION:

This role serves as a liaison between consumers, providers, and case managers, ensuring efficient service implementation and client satisfaction within the Aging Services of North Central Massachusetts. Key responsibilities include coordinating service activities, tracking service implementations, maintaining provider relationships, auditing vendor records, and managing data entry for service authorizations. The role also involves regular communication with consumers, updating care plans, and supporting program staff in addressing billing discrepancies and maintaining accurate documentation. Additionally, it requires participation in meetings, trainings, and other supervisory sessions as needed.

ROLE AND RESPONSIBILITIES

1 Act as the liaison between consumers, providers, and Case Managers by:

a. Providing support through ensuring rapid and successful implementation of services for all Aging Services of North Central Massachusetts consumers.b. Tracking implementation of services.c. Contacting consumers routinely regarding their services to ensure satisfaction and resolve complaints.

2. Document service coordination activities and service authorizations in accordance with Aging Services of North Central Massachusetts policies.

3. Performs SAMS data entry for all services to include:

a. Changes to Care plan (not limited to):

i. Permanent and one-time-only schedule changes.

ii. Implementation of new schedules

iii. Change in services provider and ending previous provider

b. Journal notes

c. Activities and Referrals

4. Work in conjunction with fiscal and program staff to research, distribute and/or correct billing discrepancies and authorization reports.

5 Provide information and feedback to the Provider Relations Manager and/or Director of Quality Development regarding provider performance (i.e., response rates and case acceptance, worker availability, and other service concerns.)

6. Attend in-services, training, meetings, and supervision as required.

7. Maintains positive working relationships with Case Managers, GSSCs, Managers, and provider agency staff.

8. Other duties as assigned.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Minimum of high school degree or equivalent. An associate’s degree in human services or a related field is preferred. The ideal candidate must be able to work with a diverse population, make mature judgements, possess good communication skills, and maintain effective interpersonal relationships.

The Ideal Candidate will have:

9. The ability to work independently and within a team to meet deadlines

10. The ability to multi-task in a busy environment

11. The ability to manage change with a positive attitude

12. The ability to be productive in a remote work setting.

13. Proficient computer and Microsoft office skills is a must

A valid driver's license and a legally insured and registered motor vehicle are required, a copy of current license and registration will be on file in the personnel record.

ESSENTIAL FUNCTIONS:

PHYSICAL:

Visual, speaking, auditory and mobile capacity necessary:

Capacity to see computer screen, read written material, and drive a car.

Capacity to hear and speak on the telephone.

Capacity to communicate verbally with consumers, caregivers, supervisors and managers.

Capacity to climb stairs

Ability to sit or stand for extended periods of time.

Occasional reaching and grabbing objects with both hands, twisting of hand and wrist, and pushing and pulling of objects.

Occasional bending, squatting, and twisting to perform work functions.

Occasional capacity to lift up to 25 pounds.

MENTAL:

Capacity to deal rationally and calmly with varying personalities

Capacity to work well in fast paced, rapidly changing environment.

ENVIRONMENTAL:

Must be able to tolerate by-products of office machine operation.

Must be able to tolerate heat and cold of seasonal changes and indoor temperatures.

Aging Services of North Central Massachusetts reserves the right to revise or change job duties and responsibilities as the need arises. This Job Description does not constitute a written or implied contract of employment.