VRI
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