Intake Coordinator at LIFESPAN OF GREATER ROCHESTER INC

City of Rochester, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

22.0

Posted On

10 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Interpersonal Skills, Professional Demeanor, Team Collaboration, Computer Skills, Microsoft Office 365 Suite, Communication Skills, Written Communication, Policy Understanding, Decision Making, Resource Leveraging

Industry

Non-profit Organization Management

Description

Description Status: Non-exempt 37.5 hours a week Hourly Rate: $20.00 to $22.00 per hour Lifespan is a trusted, mission-driven, regional nonprofit dedicated to helping older adults take on the challenges and opportunities of longer life. We are a great place to work where staff can grow personally and professionally in a supportive and inclusive environment. The Ombudsman Intake Coordinator completes daily phone intake, helping to serve as the public-facing voice of the NYS Long Term Care Ombudsman Program in Genesee, Livingston, Monroe, Ontario, Orleans, Seneca, Wayne, and Wyoming counties, and completes the daily phone intake log according to program and agency information privacy/confidentiality policies and government regulations. Responsibilities Screens callers to obtain basic information and to access their needs, chooses appropriate responses, communicates effectively, and documents completely. Explains Ombudsman Program process and services, including the scope of program, and documents long term resident issues accurately, asking clarifying questions when required. Ensures intake for each encounter is complete and contains the required information for information and assistance, complaint processing, or referral to another program or agency. Uses databases to match caller needs with resources and works collaboratively with agency teams to optimize outcomes, determining when further assistance is needed. Captures and processes data from phone intake according to program procedures, including demographics and post-service evaluations for analysis. Informs the team about high profile or complex phone intake encounters, and ensures assigned ombudsmen are informed of and provided with complaints gathered during intake for follow-up. Participates in training sessions and staff meetings, adjusts for changing workloads and priorities, and supports team project work when workflow permits. Serves as the contact for referrals to this regional Ombudsman Program, provides referrals to other programs and agencies, contacts referral sources to advise of referral status, and follows up with referral sources to ensure coordination of services when appropriate. Other duties as assigned. Requirements Skills Meet strict response deadlines and dedicate extended periods in front of a computer while maintaining composure Possess excellent interpersonal skills and a professional demeanor Work in a team environment in a collaborative and cohesive manner Possess basic computer skills, including proficiency with Microsoft Office 365 Suite Interact calmly and professionally with a diverse range of people and both internal and external customers Demonstrate excellent written and oral communication skills in all interactions Compose a grammatically correct, concise, and accurate written response Read and understand policies and procedures Influence in a positive manner and use a solution-based approach Make effective, accurate decisions, judgment calls and reliable recommendations with support from team members and management Leverage resources and use information appropriately Education? Bachelor’s degree in human services or other relevant field Complete the initial training and continuing education required to be a Certified Ombudsman in New York (provided by program upon employment) Customer service/relations, data entry/capture, phone intake, call center, health services intake/admissions experience not required but preferred Lifespan offers great benefits including: If working 37.5 hours, the following benefits are available Vacation (21 days) Sick (10 days) Personal Time (3 Days) Holidays (11) Medical Insurance (3 options) Dental Insurance (2 options) Vision (2 options) Flexible Spending Account Health Savings Account with company contribution 403(b) Retirement Program Hybrid Work Schedule may be available after successfully completing the probationary period If working less than 37.5 hours, accrued time is pro-rated. Salary/Hourly Rate Multiple factors will be considered for salary/hourly determination including, years of relevant service, skills required, education, and internal equity, Lifespan is an equal opportunity employer and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, citizenship, sex, age, veteran status, disability, genetic information, gender identity/expression or any other protected characteristic. Lifespan will not discriminate against persons because of their disability, including disabled veterans, and will make reasonable accommodations for known physical and mental limitations of qualified employees and applicants with disabilities. Deadline to Apply: Open until Filled

Responsibilities

The Intake Coordinator screens callers to assess their needs and explains the Ombudsman Program process and services. They ensure complete documentation of encounters and collaborate with agency teams to optimize outcomes.