CNA Care Access Line Support Specialist

• CNA Care Access Line Support Specialist
•

• Department:
• Clinical Services
• Location:
• Topeka, KS

On top of our competitive pay, we offer a comprehensive benefits package to qualifying part-time and full-time employees that includes: medical, life, dental, and vision insurance options. We understand the importance of a work-life balance and provide an extensive PTO plan to qualifying employees. Join our team and make a difference in the lives of others and yours.

• Summary
•

This position is responsible for responding to incoming phone calls from all customers and to provide prompt and courteous attention to their requests. This position will work collaboratively with the Care Access Line team to gather necessary and pertinent information required to promote a prompt customer service oriented response to requests.

• Employment Status:
• Full-time

• Typical Hours of Employment:
• 7a-7p three times a week

• Employment Location:
• Topeka, KS

• Required Application Materials:
• Online Application, Resume, Cover Letter

• Essential Duties & Responsibilities
•

• Service
•

• Answers phone in a pleasant, professional and helpful manner making callers feel welcomed.

• Completes inquiry to determine appropriate routing of calls. Utilizes team members as needed.

• Demonstrates good customer service the Midland Way at all times.

• Demonstrates reliability, responsiveness, caring and courtesy in all customer interactions

• Articulates information to caller in a clear and consistent manner.

• Understands and conveys information on key elements of all Midland Care programs, stays current on program descriptions and services.

• Collaborates with the team on responding to requests for information. Sends informational packets to prospective customers.

• Collaborates with other Midland Care programs to ensure seamless transitions for customers.

• Responds promptly to internal and external customer needs.

• Sends out-going facsimiles as requested and distributes incoming facsimiles to appropriate staff.

• Completes copies and distributes paperwork required.

• Provides appropriate reports from software applications as requested.

• Performs other duties assigned as required or requested.

• People
•

• Works collaboratively with other staff.

• Maintains an effective information and communication system within the team and with other Midland Care teams, staff and external customers.

• Fosters a positive work environment reflecting mutual respect and collaboration

• Assumes responsibility for ongoing education, attends mandatory education and meetings

• Quality
•

• Maintains a neat and professional work area.

• Participates in the collection of data/documents as required for program monitoring.

• Demonstrates willingness to continually improve performance and achieve model standards

• Respects the autonomy and right of confidentiality of patients/clients and families. Handles confidential information with integrity and maturity

• Growth
•

• Develops partnerships with in the community and educates community members and healthcare providers about Midland Care services.

• Participates in Midland Care activities and events.

• Finance
•

• Uses time management skills to ensure the coordination and organization of job duties to promote efficient and cost effective outcomes.

• Demonstrates an understanding of the Midland Care Model

• The Midland Way
•

Other Essential Duties & Responsibilities: Carries out the mission and values of Midland. Articulate Midland Philosophy. Demonstrate a willingness to assist in patient/client and family care as needed. Respect the autonomy and right of confidentiality of patients/clients and families. Demonstrate good customer service the Midland Way at all times. Participate in performance improvement activities. Demonstrate ability to work collaboratively with other staff. Come to work in neat, clean attire and consistently present an appropriately professional appearance. Come to work as scheduled and consistently demonstrate dependability and punctuality. Ability to understand the organization computer system(s) and the software used within the department as applicable to position. Serve as a Universal Employee and accept assigned duties in a cooperative manner. Perform all duties as assigned in an effective manner. Understands and demonstrates compliance with Midland policies and procedures.

• Qualifications
•

Required: High School diploma or GED. Excellent customer service skills a must. Excellent communication, office and organizational skills. Ability to effectively communicate with co-workers and the public, personally and by telephone. Professional and pleasant telephone manner. Experience with multi-line phone system. Ability to multi-task, prioritize and manage time effectively. Ability to understand the organization computer system(s) and the software used within the department as applicable to position. Must possess valid Kansas Drivers License, in force automobile liability insurance and maintain a Motor Vehicle Record (MVR) that meets organizations insurability standard as defined by Midland policy.

Preferred: At least 1 year work experience in a health care environment, Medical Assistant (MA) or Certified Nurses Aide (CNA)

• Physical Demands
•

Must have hearing acuity sufficient to hear verbal instructions and communication from clients and answer the telephone. Ability to use the computer and other office equipment (fax machine, copier) is essential. Must be able to travel to and access patient homes where conditions may be adverse due to weather, environment, or patients lifestyles. Performs a variety of tasks that involve standing, walking sitting. May be required to push materials, equipment or furniture.

• Equipment Used
•

Multi-line telephone, facsimile machine, weather radio, walkie-talkie, photocopier, postage metering machine, calculator, and personal computer.

• Work Environment
•

Individual must wear appropriate business attire and spends virtually all of the time inside.