POSITION TITLE: Participant Care and Enrollment Specialist

HOURLY WAGE: $17.00

LOCATION: Cheyenne, WY- Position will follow a Hybrid Work Model which an employee will be eligible to work from home several days a week (determined by Manager) once fully trained.

COMPANY PROFILE: ACES$ Financial Management Services is a division of MyCIL, Northeast Pennsylvania Center for Independent Living. ACES$ provides payroll management solutions for persons with disabilities and their attendants. ACES$ is actively seeking to recruit an energetic and enthusiastic Participant Care and Enrollment Specialist to work in a team-oriented environment.

Learn more at https://www.mycil.org/acess-financial-management-services.html

THE ROLE DEFINED: Reporting to the Director of Wyoming Operations, the Participant Care and Enrollment Specialist will provide phone assistance to participants, record all contact in our database, respond to inquiries related to our services for new and existing participants, and the initial coordination of fiscal required paperwork to begin participants on the various waiver programs.

Estimated Percent of Time: 60%

• Receive incoming calls to the Customer Service Phone queue.
• Handle high volume in an efficient and courteous manner.
• Accountable for maintaining 97% or higher call retrieval rate.
• Identify participant needs, provide information and solutions or transfer to appropriate department or agency.
• Report abuse, neglect and/ or fraud immediately to your Supervisor.
• Input participant case notes into computer database every time contact is made.
• Stay abreast of changes in internal and external databases.
• Complete continuous trainings via webinars or in person.
• Work in a team environment to provide the highest quality service.
• Follows through with service orders.
• Provides to the consumer and /or their assigned representative the necessary training, required paperwork, and ensures the proper completion of documents.
• Delivers all necessary paperwork to the Processing Clerk for internal processing.

Estimated Percent of Time: 25%

• Provide daily administrative support for the department.
• Process incoming faxes from the fax queue and distribute incoming faxes from the fax queue to the appropriate staff/department as needed.
• Respond to email and voicemail inquires within 24 hours.
• Greet office visitors and provide face-to-face assistance.
• Responsible to review guidelines when changes occur.
• Informs other supporting staff of all required changes.

Estimated Percent of Time: 15%

• Maintains consumer data base and updates the information accordingly.
• Responsible for the proper supplies to be given to the consumers.
• Updates information packets as needed.

DESIRED EXPERIENCE AND SKILLS:

• A minimum of a high school diploma or general education degree (GED)
• Associates or Bachelor’s degree preferred.
• A minimum of 3 years customer service experience required
• Work experience in a call center and/or case management is a plus.

DESIRED PERSONAL ATTRIBUTES:

• The ability to work both independently and as part of a team.
• The successful candidate will be comfortable working on a computer and be proficient in MS Word and Excel.
• They will have excellent communication skills, both verbal and written.
• They should have positive interpersonal skills.
• The position requires strong organizational skills and the ability to multi-task.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Sedentary work: duties require exerting up to 10 lbs. of force occasionally (10-33% of time) and/or a minute amount of force frequently to lift, carry, push, and pull items such as files.
• May involve bending, reaching, stooping, and lifting on occasion.
• Works in a well-lit office area.

BENEFITS:

• Medical - 90/10 split. MyCIL pays 90% and employee pays 10% towards cost of insurance.
• Dental Insurance - covered 100% by MyCIL for employee only. Affordable family option.
• Vision Insurance - covered 100% by MyCIL for employee only. Affordable family option.
• Flexible Spending (FSA) and Dependent Care Accounts (DCA)
• Short- and Long-Term Disability - covered 100% by MyCIL for employee only.
• Basic Life Insurance - covered 100% by MyCIL for employee only and Voluntary Life Insurance options
• 403 B Retirement Account
• Generous PTO including three days of PTO every Work Anniversary
• 12 Paid Holidays

The above statements reflect the general duties considered necessary to describe the main functions of the position and shall not be considered as the detailed listing of all the job requirements that may be part of the position.

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Cheyenne, WY 82001: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you willing to undergo a background check, in accordance with local law/regulations?
• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Work Location: Hybrid remote in Cheyenne, WY 82001

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