Wic, Program Admin Assist I at Massachusetts General Hospital(MGH) in Revere, Massachusetts

Job Description:

Remains courteous and professional to patients and colleagues at all times, responsible for greeting patients and colleagues with exceptional customer service in a busy office, scheduling appointments in person and/or on the phone, answering and retrieving telephones to help facilitate scheduling WIC appointments, performs the intake process, which consists of collecting demographic information and screening to ensure a patient is income eligible to receive WIC, issues food benefits to families, explains how to use these food benefits at WIC Vendor Stores. Responsible for completing reports that require attention to detail. Will assist Lead Program Coordinator with activities that help improve patient flow in addition to working on Quality Assurance activities.

Reception work: Greets patients and colleagues in a courteous and professional manner at all times. Acknowledges patients promptly and checks in utilizing the MGH computer system. Deciphers which type of appointment and prepares accordingly. Communicates wait times with participants.

Phones: Answer phones, returns phone calls, answer participants questions, screens potential participants to see if they are income eligible. Handle appointment scheduling and rescheduling with a sense of urgency.

Problem Solving: Is able to assess circumstances thoroughly, review policies as needed, and make the best professional decision to get the most desirable outcome. Works with Program Coordinator and Operations Supervisor to help investigate reports, improve patient flow/processes, etc.

Patient Flow: Recognizes if there are families waiting to be checked in and/or out and as a result acts to manages flow by: 1. Communicates the wait time with patients. 2. Work towards helping to ensure WIC families are not waiting for long periods of time. 3. Reviews the actual appointment time and completes appointment slip accurately to ensure participants are being seen in the proper sequential order.

File Management: Look up participant by ID number, name or date of birth in both our WIC and MGH computer systems. Always use 2 patient identifiers to ensure it's the correct patient. Collect basic participant information for eligibility screening. Prepare charts with appropriate forms. Pull and file charts for active and terminating participants as instructed. All files are created with the guardian as head of household with the exception of foster children.

Certification: Verify category, identity, residency, and proof of income to determine WIC eligibility. Verifying their MH coverage in Virtual Gateway. Collect and enter participant information in EOS. Thoroughly complete eligibility agreement. Ensure participants read the WIC Rights and Responsibilities Form and provide explanation to participants as needed. Make required referrals to TAFDC, MassHealth and SNAP and other local agencies. Provides the WIC Card, folder, vendor listing and WIC Food Listing to participant. Educating on the Authorized Shopper option for the convenience of the family. Explaining the WIC program.

Benefits Issuance: Change benefit date if applicable to ensure all family members are receiving the appropriate food prescription. Follow necessary flow sheets for prescription changes as needed. Communicate with WIC state helpdesk when necessary.

Notifications: Print notification letters for participants who need to reapply or who are no longer eligible

Quality Assurance: Ensure thoroughness, accuracy and attention to detail when recording (intake, scheduler) information in EOS and when completing paperwork. Provide ideas to supervisor for increasing efficiency in the office. Be responsive to quality assurance feedback from supervisor. Distribute surveys to participants to assess program quality. Review participant charts for completeness.

Reports and follow up: Able to demonstrate time efficiency by completing and submitting reports on time. Keeps supervisor up to date on the status of reports on a monthly basis.

Communication: Able to communicate in a customer friendly manner at all times including but not limited to when the office is experiencing high patient volume.

Other duties as required by program: Track supplies to ensure adequate supply for site. Enter Nutrition data in the computer as needed.

Attends Nutrition Assistant CPA 1 & 11 Training at the Department of Public Health Training Center in Framingham, MA.

Qualifications

• High School Diploma and/or GED required.


• Prior experience in a public health program or similar facility is preferred.


• Prior front desk experience needed.


• 
  Spanish, Portuguese, Haitian Creole speaking preferred.
  
  
  
  • Must have prior experience working with the public
  
  
  • Able to demonstrate excellent customer service at all times
  
  
  • Ability to be courteous and professional with patients and colleagues at all times
  
  
  • Remain positive to the many evolving changes the WIC Program faces
  
  
  • Professional at all times
  
  
  • Able to demonstrate empathy to the high risk, vulnerable population we serve
  
  
  • Able to handle pressure and stress of a high patient volume, very busy office
  
  
  • Has dependable transportation to travel between our 3 WIC locations
  
  
  • Must be able to work Saturdays
  
  
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    Comfortable with computers and phones
    
  
  
  • 
    Ability to read, speak and write in English and Spanish.
    
  
  
  • 
    Demonstrates good team work ethic
    
  
  
  • 
    Sensitivity to the multicultural population served by the WIC Program
    
  
  
  • 
    Can work independently
    
  
  
  • 
    Takes initiative and is self motivated to learn
    
  
  
  • 
    Able to handle feedback regarding performance to ensure observations and QA in compliance with DPH,
    
    
    USDA and MGH standards
    
  
  
  
  

EEO Statement

Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Apply Now