Customer Service Advisor

**THIS IS A CONTRACTED, NON-BENEFIT POSITION**
MRC is seeking full-time, highly motivated and qualified individuals for the MRC Connect position of Customer Service Advisor. An ideal candidate will be responsible for gathering and packaging all documentation needed to determine eligibility. This role must effectively communicate with multiple stakeholders to support the completion of the online application, collection of documents, and scheduling of intake appointments. The Customer Service Advisor must be able to independently problem-solve and provide excellent Customer Service to the applicant. The Customer Service Advisor is responsible for learning and staying up to date on MRC's diversity, equity, inclusion and racial equity skills, results and expectations specific to MRC Connect. Customer Service Advisor will create and contribute to an inclusive, participatory, high performing team and culture. Serve as an ambassador for the agency, including building relationships with relevant diverse community members, agency representatives and stakeholders, and other external groups.
Duties and Responsibilities (these duties are a general summary and not all inclusive) :

• Acts as the primary point of contact to support diverse consumers or consumers' representatives on completing the online application for MRC Connect. Follows up on missing documents, information and enters applications into respective databases.
• Responsible for preparing the Information Packet, in which tasks include understanding what programs the consumer is applying for and including the latest medical release forms, general program information, and other letters or materials needed per information packet guidelines.
• Responsible for other related duties as assigned by the supervisor, this may include, but not limited to; supporting eligibility screener and their duties, supporting Customer Service Advisor and initial contact of consumers, reviewing reports and dashboards, analyzing metrics, proactively making recommendations on operational improvements to supervisor, etc.
• Provide fiscal support such as by maintaining encumbrance logs for all purchase of service purchase orders, fiscal documents for contracts, cash disbursement proposals, blanket medicals and missed appointments.
• This position is expected to work remotely and in the physical office, 600 Washington St, or otherwise determined based on need by the MRC Connect Supervisor. Remote work will be expected for the majority of the time. The individual will be required to go into the physical office up to 3 days a week, depending on need as determined by the supervisor. Travel may be required for meetings offsite at various locations within the Commonwealth.

Preferred Qualifications :

• Bilingual ability to fluently speak in additional language(s), which includes but is not limited to; Spanish, Portuguese, Mandarin/Cantonese or other.
• Knowledge of and experience in diversity, equity, inclusion, and racial equity and effective engagement across differences.
• Proficient usage of Microsoft Office products including Excel, PowerPoint, Word, and Outlook as well as technologies supporting a remote workplace (e.g., Zoom, Microsoft Teams).
• Ability to demonstrate skill in handling confidential information and understanding of medical form requirements.
• Ability to multi-task, prioritize, and manage time effectively.
• Effective Customer Service skills and ability to assess and handle sensitive and emotional situations.
• Ability to be highly organized, detailed and skillful in dealing with complex medical forms and interacting with medical providers
• Ability to work accurately with names, numbers, codes and basic data entry information.
• Basic ability to critically think and capable of identifying aspects of a problem and understanding why a problem exists.
• Basic technical ability and familiarity in working with databases, systems, office tools, reports and performing accurate and complete data entry, navigating system screens, and interpreting reports, etc.

These positions will have the following:

• Benefits are unavailable with the exception of sick leave accruals.
• All employees will be paid on a bi-weekly basis and must have direct deposit.
• State and federal taxes will be withheld. In addition, the contractor must participate in the Alternative Retirement Program mandated by federal law.
• This is a contract position working 37.5 hours per week.

Schedule : TBD
Contract Period of Service : start date TBD - 6/30/2024 * (Based on State Fiscal Year)
Memo: State Fiscal Years 7/1/2023-6/30/2024*
7/1/2024-6/30/2025*
About the Massachusetts Rehabilitation Commission
MRC provides services that break down barriers and empower people with disabilities to live life on their own terms. Our programs focus on vocational rehabilitation, community living, and disability determination for federal benefit programs. We are change agents and community builders. And we put the people we serve at the heart of everything we do. We envision a Commonwealth that is open to all, where everyone can seize their true potential and contribute fully to our communities and the world. Together with stakeholders, partners, and allies, MRC collaborates, problem solves, and innovates to bring about a better Massachusetts for everyone-one that is truly equitable, accessible, and inclusive.
The Massachusetts Rehabilitation Commission (MRC) is a learning and participatory performance culture with an emphasis on high performance teams, individual performance/contribution/impact, and engaging in activities to promote and support a program/division/agency (e.g., committee membership, Roadmap workgroup membership, presenting at Town Halls). In addition, MRC is an agency committed to diversity, equity, inclusion, and racial equity, as well as innovation, transformation, and change, and creating a culture of agility, excellence, and belonging.
For more information about our agency and programs visit: www.mass.gov/mrc
Pre-Offer Process :
A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori and click on "Information for Job Applicants."
As part of the hiring process, the Office of Human Resources will be verifying any college-level degrees conferred to the selected candidate. Additionally, any licensure required for the position will be verified. Information provided as part of the hiring process is subject to the Massachusetts Public Record Law and may be published on the Commonwealth's website.
Education, licensure, and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines.
Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.
If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the Reasonable Accommodation Online Request Form .
For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800-510-4122 and select option 2.
Applicants should upload a cover letter and resume for the Customer Service Advisor requisition.
Qualifications:
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.