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Information and Referral Specialist
Location: US-LA-Baton Rouge
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Function Of Work:
Complete LOCET Assessments, handle incoming calls and make appropriate referrals to non-OAAS community services. Analyzes requestors' needs and research available resources to meet those needs.
Reports To: Information and Referral Supervisor
Principal Duties and Responsibilities: - The complete intake process for requestors of Louisiana long-term care programs.
- Complete the Level of Care Eligibility Tool (LOCET) and other applicable assessments.
- Handle incoming and outgoing phone calls to Waiver and Long Term. Personal Care Services (LT-PCS) requestors and recipients.
- Provide prompt, professional customer service to ensure that all necessary information is covered and gathered from requestors and recipients in a clear, consistent, and professional manner.
- Utilize Conduent and Louisiana Department of Health (LDH) databases to input and update requestors and recipients. information and track applicants/recipients' application process for Elderly and Disabled Adults (EDA), Adult Day Healthcare Center (ADHC), Program for All-Inclusive Care for the Elderly (PACE), and LT-PCS programs.
- Handle TTD/TTY (telecommunications for the deaf) assistance calls.
- Ensure that problems are promptly addressed, documented, and rectified on time, with the proper follow-up and professional customer service.
- Perform post-assessment tasks related to LOCET mailing and follow-up for EDA and ADHC requestors and recipients.
- Participate in departmental, team effort, functions, and projects.
- Participate in ongoing departmental and Conduent training activities.
- Make appropriate referrals for non-OAAS community services.
- Participate in appeal hearings.
- Provide consultation and assistance with application processes.
- Participate in Continuous Quality Improvement (CQI) process.
- Perform other duties as assigned by management staff.
Required education, training, and experience: - Bachelor's degree in a human services field.
- Minimum of one year experience in social and/or human services, preferably working with the elderly and disabled adult population.
- Knowledge of healthcare preferred.
- Medicaid experience is also strongly preferred.
- LOCET Certified
Required knowledge and skills:
Working knowledge of and experience in: - Office of Aging and Adult Services (OAAS)
- Bureau of Health Services Financing (BHSF)
- Department of Health and Hospitals (DHH)
- Medicaid
- Office of Citizens with Developmental Disabilities (OCDD)
- Home and community-based waiver services
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