Consumer Experience Specialist

Job Description

Job Description

Primary responsibilities include serving in a consumer experience capacity to perform various duties within the ADRC department including receiving inbound calls from callers to determine the nature of business and assisting all staff in the ADRC department with individual-related needs by providing communication and follow up to CICOA and community services.

ESSENTIAL SKILLS, DUTIES AND RESPONSIBILITIES include the following.

• Provide switchboard coverage in the absence of regularly assigned personnel.
• Serve as first point of contact for inbound calls to the ADRC.
• Assist the Options Counselor / ADRC staff with follow-up requests, waitlist requests and mailings, web referrals, appointment scheduling, and other duties as assigned.
• Enhance quality of waiver application and transition into Waiver services.
• Work directly with the individual, family, OC and providers with the intention of creating an exceptional experience for individuals served by CICOA.
• Perform office assistant duties such as filing, faxing, emailing, mailings, and ordering supplies.
• Document necessary information in VisionLink and CaMSS accurately, and timely.
• Serve as a client’s advocate.
• Perform other duties may be assigned.

SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and / or EXPERIENCE High school diploma or equivalent, computer literacy email, Microsoft Office suite and internet experience / skill required