Provider Services Specialist (Bilingual Spanish Required) - Early Learning Coalition of Palm Beach County

SUMMARY:

The Provider Services Specialist is responsible to accurately perform program tasks and provide technical support to all Coalition clients accessing the provider portal. The Specialist will perform verification of information to maintain database(s) for Coalition services and is responsible for the entry, accuracy, efficiency, and retrieval of processed data.

HOURS: Monday - Friday (8:30am -5:00PM) with a 30-minute unpaid break.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supports the implementation and maintenance of the provider portal and/or any data system utilized for Coalition client and program services for the School Readiness, Voluntary Prekindergarten, CSC Scholarship and Child Care Resource & Referral (CCR&R) programs.
• Responsible for the day-to-day management of Coalition provider contracts for School Readiness, Voluntary Prekindergarten, and CSC Scholarship programs.
• Responsible for communicating with providers regarding expiring documents and updating provider files and tracking when documents are received.
• Assures the verification and compliance of all provider agreement requirements prior to Coalition execution. Initiate's execution process.
• Develops expertise in knowledge of program and contract requirements. Research and is knowledgeable of regulations, guidelines and standards for State, Federal and locally funded programs.
• Inputs and assures quality and integrity of data entered in the Statewide Data System, provider portal or any data system utilized for Coalition client and program services.
• Attend Provider Services call queue daily.
• This position requires completion of annual trainings.
• Supports clients/childcare providers with navigating the provider portal and/or any system utilized for Coalition client and program services by the following:

• • Answer calls and respond to emails.
  • Provide customers with general service information.
  • Handle customer inquiries both telephonically and by email
  • Research required information using available resources.
  • Be able to maintain confidentiality with shared information.
  • Capable of handling issues and complaints and providing solution to the customers.
  • Identify and escalate priority issues.
  • Update existing customer information in database systems.
  • Route calls to appropriate resource if issue cannot be resolved at call center.
  • Follow up customer calls where necessary.
  • Document all call information per standard operating procedures.
  • Complete call logs
  • Greet customers warmly and ascertain problem or reason for calling.
  • Listen and respond appropriately to customer including the use of techniques to diffuse escalating situations.

• Facilitate positive relationships with both internal and external customers by providing, respectful customer service with:
  • Prompt and courteous response to provider and parent inquiries via telephone and email
  • Prompt and courteous response to inquiries from internal staff via telephone and email

• Acknowledge, research, and respond to customer inquiries and escalate challenging customer inquiries or problems to the next level of response as required.
• Provides assistance with special project activities to include but not be limited to schedules meetings, prepares project documents and presentations, and prepares meeting minutes.
• Assists in preparation of materials for State and local audits as required.
• Participates, as needed, in all Coalition staff and provider meeting
• Provides data and information to other Coalition staff.
• Backs up and assists with monitoring activities as needed.
• Must be able to work on a consistent basis with regular attendance and punctuality and be willing and able to handle all the duties and responsibilities of this position on a daily basis.
• May serve as presenter on ELCPBC Social Media platforms, such as Facebook, YouTube, Instagram, and other platforms.
• Performs other duties as required.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's Degree in a related field, is required.
• Two to five years related experience and/or training.
• Intermediate Excel and Microsoft Word skills.
• Experience with public speaking is a plus.
• Experience using and explaining navigation of online systems is a plus.
• Experience with any type of file audit/review is a plus.
• Bilingual and able to read, write and speak in English and Spanish or Creole proficiently, is a plus.

COMPUTER/TECHNICAL SKILLS:

• Ability to complete mandatory in office trainings and attend meetings when required.
• This position requires a candidate who can work remotely and in an office setting,
• This position requires high speed internet access that can be maintained daily, at least 25 Mbps (download) and 5 Mbps (upload) when working in a secure home location.
• Basic understanding of how to troubleshoot computer and internet issues.
• Must be Tech savvy overall, using cloud-based systems, IOS, Windows 8 and 10, with proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Knowledge of general office procedures of basic operational tasks, including answering phones, using email, using computerized and online systems to perform daily work.

No Recruiters Please