Customer Service Coordinator Jobs in Racine, WI (NOW HIRING)

Coordinates the delivery of all Children's Long Term Support services across agency lines and serves as the single point of contact in helping a family obtain the services as allowed under the waiver program.

• Establishes positive, helpful relationships with clients and families, service providers, internal and external teams
• Is familiar with and upholds all waiver rules, regulations and deadlines as established by the state and county
• Attends meetings as appropriate, including in-house and community trainings/meetings relating to CLTS
• Is familiar with and assists parents in locating community resources
• Oversees a case load of 50-55 clients, maintaining an average of 8 units/month/child
• Facilitates and participates in the development, review and evaluation of the Individual Service Plan (ISP). Completes all follow up documentation needed with plan updates, including but not limited to:
• Prior Authorization for Services (PAS)
• Participant Focused Assessment (PFA) and additional documentation associated with 6 month and recertification home visits.
• Completing annual functional screens to determine eligibility for each child on case load within the child's recertification month
• Maintains mandated regular contact with families on personal caseload to ensure services are being delivered appropriately and as described by the ISP
• Monthly contacts, 2 home visits per year based off child's recertification month.
• Maintains all required paperwork as it relates to clients. Keeps documents up-to-date in the proper order in the files
• Including completing and maintaining case notes within 48 hours of task completion
• Ensures compliance of mandated timelines, policies, and CLTS procedures
• Assist with interpretation and translation when needed (either being fluent in language or using SFCC's approved provider)
• All other duties as assigned

• Walk, sit, stand and climb stairs
• Bend/twist and reach
• Far vision at 20 feet or further; near vision at 20 inches or less.
• Speak and hear
• Kneel, crouch, climb, feel and stoop
• Lift objects weighing up to 10 lbs
• Carry objects weighing up to 10 lbs
• Handle or manipulate objects at a low intensity level of effort

• Must have ability to cope with changes in routine to accommodate needs of the agency
• Must be able to make decisions and exercise good judgment under stress and time restraints

• Inside work environment approximately 67% of the time
• Requires driving 33% of the time

• Computer
• Scanner
• Printer/Copy machine
• Fax
• Telephone

• Social worker (individual provider)
• The provider must be licensed or certified under Wis. Stat. § 457.08 and have a minimum of one year of experience working with children and/or youth with disabilities.
• Other person appropriately qualified as approved by DHS and as related to the unique service being provided (individual provider)-Support and service coordinators must meet any one of the following standards:
• The skills and knowledge typically acquired through a course of study and practice experience that meets requirements for state certification or licensure as a social worker and also one year of experience with the target group for which they are employed
• A course of study leading to a Bachelor of Arts or Bachelor of Science degree in a health or human services-related field and one year of experience working with person of the specific target group for which they are employed
• An Associate's Degree in a Human Services-Related Field and two years or experience working with persons of the specific target group for which they are employed
• Any combination of training in a health or human services-related field and experience in long-term care case management and/or case management for individuals with disabilities or special needs that totals four years.

• Intermediate to advanced knowledge of MS Excel
• Experience with billing and authorizations preferred
• Extremely detail oriented
• Read, write, excellent math skills
• Ability to function effectively in a team
• Ability to work independently
• Ability to prioritize multiple demands and learn quickly
• Must possess and practice a customer service focused management philosophy

The mission and philosophy of St. Francis Children's Center requires this position to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, clients, and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each client, visitor and fellow employee is a requisite of successful job performance. In addition, strict client confidentiality must be maintained.