Overview
The Meals Services Representative is responsible for receiving and validating referrals and authorizations for meals services from case managers and agencies for potential clients. Additionally, the representative is responsible for establishing client services, setting up and maintaining meal preferences and providing support to clients and case managers throughout the duration of services. Meals Services Representatives provide support via phone calls, emails, faxes, H2H helpdesk tickets and portal messages.
Schedules:
8:30am – 5:00pm Monday – Friday
9:00am – 5:30pm Monday – Friday
Responsibilities
Process new client referrals and authorizations received from case managers and/or agencies for meals services
Create the client’s profile in Rivet
Complete pre-registration
Validate the information on the referral and authorization for accuracy
Perform outbound calls to new clients to:
Welcome them to VRI
Collect required information to complete registration
Explain meals services
Set up meal preferences
Manage inbound calls from clients and case managers providing support as needed
Set up and maintain client orders as clients make changes to meal preferences
Understand meals offerings and be able to provide guidance to clients
Notate the client’s Rivet profile to document interactions via phone or email
Save documents related to the client’s service including referrals, authorizations and other communications on the Intact platform
Work assigned H2H tickets that may include referrals, authorizations, disconnects, holds, transfers, and other tasks
Process tasks in Rivet work queues
Ensure client’s have valid authorizations, contacting case managers and/or agencies as needed to obtain current authorizations and updating the client’s Rivet profile as appropriate
Use assigned DOMO reports and cards to manage work as instructed
Resolve problems by clarifying issues and applying standard operating procedures; research solutions and escalate items requiring attention
Communicate with other VRI employees and teams by email, phone, and internal system notes and messages
Comply with requirements to protect client data, use client data only for the purpose of managing the client’s account with VRI and associated claims
Comply with VRI policies, procedures, job aids, reference materials, memos, notes, videos, and other training that is provided
Meet individual, team and department goals for productivity and quality
Other duties as assigned
Qualifications
Required high school diploma or GED
Comfortable using computers and saving electronic files
Experience using Microsoft Outlook and Teams preferred
Ability to work flexible hours and overtime when needed
Able to manage time to complete tasks within the expected timeframe
Team player with positive attitude
Ability to multi-task
Excellent customer service skills
Attention to detail