Client Relations Specialist - CA EOR

Position Description:

The Client Relations Specialist completes tasks under the direction of the Account Manager for Employer of Record programs in CA. The Client Relations Specialist monitors each program recipient’s ability to manage their program, and provides customer service.

Essential Duties and Responsibilities:

• Maintains the confidentiality of program participants
• Completes the consumer admissions/intakes as directed by the management team
• Completes quarterly customer service calls
• Attends consumer service planning meetings as instructed by the Account Manager or Operations Leader
• Ensures consumer hours are authorized by the Regional Center and communicated to the consumer and consumer directed worker
• Manages referrals by maintaining communication with consumers and Service Coordinators throughout the process
• Provides timely updates to Service Coordinators as directed by the Account Manager or Office Operations Leader
• Maintains the consumer record
• Assists the Field Support Team with contacting employees regarding annual worker requirements
• Assists the Field Support team with onboarding preferred respite providers by making connect calls, and tracking candidates in the funnel
• Assists the office operations team with time reporting issues and concerns
• Performs all procedures in an accurate and timely manner as directed by the management team
• Notifies the Operations Leader and Regional Center Service Coordinator of any concerns relating to each consumer including allegations of fraud, misuse of services and/or other relevant issues
• Adheres to the standards, regulations, and procedures of the company, State Department of Developmental Services, and the Federal government
• Represents the company with a positive image at all times
• Demonstrates flexibility and adaptability in meeting the needs of participants
• Attends all required trainings and in-service programs
• Provides the highest level of customer service to program participants, vendors, and individual entities
• Consistently models the company’s philosophy of customer service and compliance
• Performs other duties as assigned/necessary

Minimum Requirements:

• High School degree or equivalent required, some completed college coursework preferred
• Must meet all federal, state, and local requirements
• Proficiency in MS Office, Internet, and email
• Must be energetic, self-motivated, have excellent time management skills, compassionate and able to adapt in a continuously changing environment
• Must be organized, detail oriented, and have exceptional planning and problem solving skills
• Strong interpersonal, verbal and written communication skills
• Fluency in Spanish preferred

Compliance & Ethics Expectations:

• Participates and successfully completes the company’s compliance program requirements and adheres to the Code of Conduct, Company policies, and applicable federal and state requirements
• Sets an example for other employees regarding how the Company’s Code of Conduct and Compliance Program is applied and observed every day when dealing with customers, business operations, or other team members
• Reports potential violations of company policy, Code of Conduct, and/or applicable laws and regulations to the company hotline, through the chain of command, to the Compliance and Ethics Department, or through other channels made available by the company for reporting potential violations
• Promotes an environment in which other employees are encouraged to report potential violations
• As appropriate, provides input and suggestions regarding areas in which policies, procedures, workflows, and/or controls can be improved to enhance compliance