Training and Support Specialist/Backup Receptionist

Position Summary

The Training and Support Specialist/Backup Receptionist works as part of a team to support the overall goals of the organization.  This position is an integral part of the day-to-day operations and is responsible for providing reception and office support for Advocates Fayetteville and Liverpool Office. This person assists the Training and Support team to support Advocates’ employees, individuals receiving services and families to access and problem solve digital management systems.

Duties and Responsibilities

TSS Responsibilities

• Provide training and assistance to employees and individuals/families on the use   of cloud-based digital documentation system (eVero).

• Review Community Habilitation documentation (Daily Service Notes/Monthly Summary Notes) for quality and completeness and review for compliance with all OPWDD and Medicaid regulations.

• Work with Mentors to facilitate correction of ASCH and SHCH documentation errors, providing continuous support and retraining as needed.

• Report to Training and Support Supervisor regarding compliance and quality issues on Community Habilitation documentation/Daily Service Notes.

• Maintain individual records and data required by OPWDD and Medicaid to support Medicaid billing (ex. Mentor evaluations, Daily Service Notes/Monthly Summary Notes).

• Assist with record keeping, gathering required documentation for Community Hab. Services, scanning, filing, mailing, emailing and providing follow up as needed.

• Provide administrative support including data entry, continuously updating tracker information and compiling data.

•Support Help Desk functions.

Administrative Responsibilities

1. Provide backup to Fayetteville and Liverpool reception as needed.
2. Create Mentor training materials as needed
3. Maintain office to ensure safety and cleanliness
4. Perform reception duties as needed such as answering phones, checking in mail, scheduling rooms, greeting visitors
5. Report any maintenance needed at the office
6. Complete supply orders as needed

Education and Previous Experience Requirements

• Minimally preferred 2 years of experience working within Medicaid/OPWDD service system, record keeping and administrative support, Associates/Bachelor’s Degree

Knowledge and Skills Needed to Perform Effectively in this Position

• Knowledge of OPWDD services
• Must be skilled in the use of technology/computers including use of Office 365 products. 
• Excellent phone skills, ability to read and write correspondence and/or memos
• Excellent communication and interpersonal skills- verbal and written
• Must be able to multi-task and prioritize and work independently
• Must be able to pay fine attention to detail, high level of organizational skills.
• Must be able to tolerate a moderate noise level in the environment and handle distractions
• Must be able to self-initiate tasks and work independently
• Must ensure confidentiality is maintained for all business-related activities including but not limited to employee and individual information
• Must have ability to communicate and problem solve with co-workers in a positive and professional manner

Additional Requirements

• Must adhere to the policies and procedures of Advocates Incorporated.
• Must complete required background checks

Job-related physical abilities needed in order to perform the job in a satisfactory manner.

The individual in this position must be able to tolerate a moderate noise level and handle distractions within the office environment.  In the course of the job, may be required to sit, stand, use hands, reach, talk , hear, walk, or lift up to 50 pounds.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  

Expectations/ Indicators

This section explains specific expectations for this position and may be in addition to those expectations identified through a performance appraisal process.

1. Job knowledge
2. Work efficiency
3. Positive attitude/flexibility
4. Teamwork
5. Professional conduct at all time
6. Excellent customer service

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This position guide in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.