An amazing new opportunity has come up in Personal Care Management Department! We are looking for an Consumer Services Manager to join our team in Danvers, MA!
The Personal Care Attendant (PCA) Program is a MassHealth program that allows people with long-term disabilities to live at home independently. The Northeast Arc Personal Care Management (PCM) program serves about 5,000 individuals living in communities throughout northeastern Massachusetts, Greater Boston, and the Metro West area.
Our Skills Trainers, with the help of a nurse and occupational therapist, assess the personal care needs of the individual and prepare a PCA application to submit to the consumer’s insurer. The consumer’s insurance (MassHealth/Medicaid, SCO or One Care Program) grants final approval of the recommended Care Plan. Once approval is received, the Skills Trainer teaches the individual how to successfully hire, train, supervise, and pay his or her own Personal Care Attendants.
Job Summary: The Consumer Services Manager (CSM) supervises Team Leaders and oversees all Skills Training functions. They develop and oversee training program for new Skills Training staff, coordinates with management team to ensure regulatory compliance and operational efficiency across teams, and recommends and implements operational efficiencies to streamline processes and improve consumer experience.
Major Responsibilities:
- Supervises and monitors the schedules and caseloads of Team Leaders.
- Oversees non-clinical services provided to PCM Program consumers/surrogates and ensures proper functioning of Skills Trainer and Intake Skills Trainer roles.
- Ensures uniform and consistent implementation of program standards across all Skill Training staff utilizing MassHealth Quality Assurance metrics and other data provided by QA/Data Specialist.
- Ensures oversight and execution of Skills Trainer requirements for Quality Assurance metrics.
- Leads, develops, and implements training standards and tools for the onboarding of new program staff.
- Serves as Electronic Visit Verification (EVV) subject matter expert and attends all EVV-related trainings.
- Works collaboratively with other PCM managers/supervisors to develop and improve processes and solve problems.
- Works collaboratively with the Fiscal Intermediary Department to address any issues related to authorizations, timesheets, overtime or other PCM services.
- Supplements and supports work of Team Leaders and/or Skills Trainers as needed to ensure compliance.
- Addresses performance related issues as well as resolves staffing issues and provides personnel management support to other supervisors as needed.
- Other duties and special projects as assigned.
Northeast Arc is a premier provider of services devoted to strengthening the abilities of all. We are a non-profit human services provider located in Danvers. We are a mission-driven agency committed to changing lives and discovering skills. Whether it’s the individuals we serve or our employees who support them, we know each person has unique talents and contributions. Northeast Arc prioritizes inclusion and diversity. We value the individual perspectives, cultures, and approaches our employees bring to make us one of the most innovative organizations in human services!
Qualifications:
- BA/BS degree in human services or a related field required
- Previous experience as a Skills Trainer in the MassHealth PCA program or providing direct/support services to people with disabilities required.
- Previous experience in a supervisory role required.
- Proficiency in Microsoft Office and databases.
- Professional writing and oral communication skills.
- Valid driver’s license and reliable vehicle required.
- Job Type: Full Time, On-site
Job Type: Full-time
Pay: $32.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- 403(b)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Loan assistance
- Loan forgiveness
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
Experience:
- Working with people with disabilities: 1 year (Required)
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Danvers, MA 01923 (Required)
Ability to Relocate:
- Danvers, MA 01923: Relocate before starting work (Required)
Work Location: In person