Participant Liaison Field Rep - iLife

GENERAL FUNCTIONS

The Participant Liaison Field Rep ensures optimal service is provided to participants, participant-hired workers, IRIS Consultant Agency staff and Department of Health Service staff by helping resolve escalated problems and/or issues. Compile and analyze team data to identify trends and opportunities in order to drive effective performance results.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure paperwork intake and Field Service Representative functions including but not limited to:
• Directs exemplary customer service to participants, participant-hired workers, co-workers, vendors, and government agencies to ensure compliance with state and regulatory requirements.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to acceptable resolution.
• Conduct face to face interactions with participants, participant-hired workers, vendors, and IRIS Consultant Agency staff.
• In conjunction with the Participant Engagement team, lead activities that go beyond day-to-day issues and are focused on education, literacy and training individuals, small and large groups of stakeholders
• Travel throughout the region to provide participant education and training.
• Occasional Travel throughout assigned region and to other iLIFE Office locations
• Collect encounter data and produce reporting as needed
• Manage and maintain office functionality
• Ensure the secure delivery of documents received to iLIFE’s Baker Road location
• Provide direction and support throughout department relative to participant and participant-hired worker issues
• Special projects or other duties as assigned

EXPERIENCE AND SKILLS

Bachelor’s degree or equivalent work experience in a related field. Minimum of 2 years human services operations or related experience. Some understanding of long term care, disabilities, Medicaid, managed care and/or Medicare is preferred. A valid Wisconsin driver's license, and automobile insurance with minimum limits of $50,000/$100,000 bodily injury and $10,000 property damage. Access to a personal vehicle and motor vehicle record acceptable to program and/ or contractual requirements.

Ability to work independently in a satellite office and manage all functions necessary to maintain service setting. Ability to occasionally travel throughout state of Wisconsin. Ability to lift 10-15lbs. Ability to work a minimum of 8 hours in a day.

This is a general outline of the essential functions of this position and shall not be construed as an all-inclusive description of all work requirements and responsibilities that may be inherent in this position. The employee may be required to perform other job-related duties as requested by the designated work leader(s). All requirements are subject to change over time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.