Program Coordinator - SHINE (Serving the Health Insurance Needs of Everyone) - Minuteman Senior Services

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Our mission is to empower and advocate for those impacted by aging and disability.  We offer information and supportive services that enhance health, well-being, and independence.

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GENERAL SUMMARY:  
Reporting to the Regional SHINE Program DIrector, the SHINE Program Coordinator provides administrative/technical and Medicare benefits counseling support. The Minuteman Senior Services Regional SHINE Program is a part of a Massachusetts network serving Medicare beneficiaries of all ages in 18 communities through a core of state certified Medicare benefits counselors. Counselors volunteer at partner organizations to help people with Medicare navigate insurance options.

Primary responsibilities include triaging Medicare beneficiary calls received on a dedicated SHINE telephone line in collaboration with volunteer counselors, responding to consumer email inquiries and providing consumers with current Medicare information and literature. The SHINE Program Assistant connects consumers to local SHINE counseling sites for in-person appointments, generates statistical reports illustrating program volume/demographics, performs periodic consumer experience surveys electronically, and supports ongoing volunteer team training.

The SHINE Program Coordinator is also responsible for monitoring the accuracy and timeliness of counselor data, prepares a monthly utilization report, maintains electronic and hard file systems, prepares meeting materials, and provides technical support to program counselors in the use of STARS, SHIP Technical Assistance, Medicare Planfinder and MSS email.

Pro-rated benefits include vacation, 13 paid holidays, sick and personal time. Health, dental, vision insurance, 403(b) retirement plan. Some work-from-home once trained. Visit our website to learn more.

ESSENTIAL FUNCTIONS:

• Provide unbiased health insurance counseling to clients remotely and in person, as necessary.
  • May require contacting health insurance, prescription plans, Social Security, MassHealth and other organizations to resolve complex issues.
  • Interface with organizations serving low-income, limited English speaking or disabled individuals including language line/translation services.
  • Prepares consumer insurance comparisons using Medicare Planfinder tool as well as other specialized websites.
  • Provides appropriate referrals within MSS and to external agencies.
  • Maintains confidential records and compliance with HIPAA regulations.
• Enter data from Beneficiary Contact Forms into a national data collection system as required by the Administration for Community Living.
• Assist individuals seeking information about Medicare or related health insurance programs.
• Prepare materials for the monthly SHINE in-service meetings, annual SHINE certification training and annual open enrollment.
• Collaborate with MSS Data Analyst to prepare annual demographic reports for SHINE.
• Assist Regional SHINE Program Director in special projects as needs arise.

COMPETENCIES NEEDED:
Consumer/Customer Service:   Learns internal/external volunteer/consumer needs and how best to meet them. Responds to requests in a timely, thoughtful manner; providing exceptional consumer service.
Communication:  Listens and speaks empathetically with patience and positivity; displays respect.  Writes clearly and concisely. Ensures team is informed about program developments specifically as these relate to STARS database.  Keeps manager informed about progress, issues and potential solutions.
Cooperation/Teamwork:  Works well with staff, co-workers, volunteers, and managers; responds proactively to instructions and procedures; shares information with everyone involved in a project; works effectively on projects that cross functional lines.
Quality of Work: Maintains high performance standards, responsive to deadlines, produces accurate work and able to self-correct / identify efficiencies.
Quantity of Work:  Produces an appropriate quantity of work; ability to manage multiple projects and determine priorities.

REQUIRED EDUCATION and EXPERIENCE: 

• High School Diploma/GED required; technology training, or associate degree preferred.
• Strong organizational skills and detail oriented.
• Proficient use of computer applications including MS Office i.e. Outlook email/calendar, Excel, PowerPoint, Word, Internet, web-based applications, databases and virtual work tools.
• Must attend SHINE certification training and annual recertification.
• Ability to collaborate with older adults, caregivers, people with disabilities and individuals from all racial, ethnic and religious backgrounds with questions about Medicare.
• Knowledge of Medicare and MassHealth is a plus.
• Excellent telephone, interpersonal, customer service skills and calm demeanor.
• Ability to multi-task, prioritize and respond effectively to change.

About Us

For almost 50 years Minuteman Senior Services has been helping older and disabled adults age with independence and dignity in the setting of their choice which is most often their own homes and communities. We have been supporting caregivers, local and long distance, who want to do the right thing for their loved ones and need help and advice as they balance the competing demands of family, work and self.

We offer over 20 programs and services and are continually improving and expanding. Our consumers give us very high marks as do our professional colleagues and that is very important to us. With over 140 employees, 900+ volunteers and over 70 subcontracted service providers that make up our vendor network we bring a lot of expertise, experience and resources.

Learn more by visiting our website: https://www.minutemansenior.org

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