<p>Summary: The WIC Program Specialist provides administrative support to ensure smooth program operation in the core areas of reception work, file management, certification, benefits issuance, notifications, computer & work phone management, quality assurance, customer service, and cultural competence.</p> <p>Qualifications:</p> <ul> <li>High school diploma or GED </li><li>One year's experience with proficient computer/smartphone skills </li><li>Experience in health care or community facility preferred </li><li>Good organizational, communication & interpersonal skills </li><li>History of good attendance and positive work attitude </li><li>Sensitivity to the needs of the participant population </li><li>Ability to function effectively in a multi-cultural setting. </li><li>Availability to work at multiple sites, Saturdays, and evening hours, as needed </li><li>Must have reliable transportation and a valid Massachusetts driver's license </li><li>Bilingual preferred </li></ul> <p>Duties and Responsibilities:</p> <p>Reception Work:</p> <ul> <li>Answer and direct phone calls. </li><li>Greet and check in participants. </li><li>Oversee flow of applicants/participants in waiting area. </li><li>Communicate through program email, texting systems and interpreter services. </li><li>Manage EOS appointment management system utilizing appropriate appointment status codes. </li><li>Utilize program text system for appointment reminders, missed appointment & terminations </li><li>Utilize secure communication systems for the collection of confidential participant documentation. </li><li>Process multi-stage electronic online application system. </li><li>Process referral applications from health center and outside sources. </li><li>Maintain clean workstation, computer and work I Phone. </li><li>Maintain workstation stock of up-to-date WIC forms & brochures. </li><li>Maintain workstation supply of key participant referrals. </li><li>Clerical duties as required. </li></ul> <p>File Management:</p> <ul> <li>Obtain new participant ID number or existing number from system </li><li>Collect required participant information for eligibility screening. </li><li>Print, organize and file all electronic documentation. </li><li>Prepare and maintain participant charts with appropriate and required forms. </li><li>Present charts to nutrition counselors for in-office (re)certifications and special formula appointments, and as needed. </li><li>File charts daily. </li><li>Pull charts for end-termination participants. </li></ul> <p>Certification:</p> <p>Follows all protocols and/or regulations or processing applicants/participants for (re)certifications including:</p> <ul> <li>Verification of identity, income, residency, and participant category. Complete data entry for (re)certification. </li><li>Educate and/or explain participant rights and responsibilities </li><li>Educate participants on the current WIC Food List, the WIC App, WIC Card, and WIC-approved vendors. </li><li>Provide referrals to MassHealth, Supplemental Nutrition Assistance Program (SNAP), and Transitional Aid to Families of Dependent Children (TAFDC) programs as well as other health and human service programs. </li><li>Complete and verify signatures on all (re)certification documentation. </li></ul> <p>Benefits Issuance and Processing:</p> <ul> <li>Oversees benefit issuance for prescribed food prescriptions </li><li>Review Benefits History before issuing benefits. </li><li>Follow protocols and procedures for prescription changes, benefits removal, and reissue. </li><li>Follow procedure in the creation and replacement of WIC Card. </li><li>Educates participants on WIC Card use, PIN number security, resetting PIN numbers and the (de)activation of card numbers. </li><li>Maintains security of WIC Card stock. </li></ul> <p>Notifications:</p> <ul> <li>Issue WIC Notification letters appropriately and in a timely manner. </li><li>Notifications include (but are not limited to): Certification Appointment Letter, End of Certification Letter (EOC), Ineligibility Letter, Verification of Certification (VOC), and Temporary Certification Letter. </li><li>Issue monthly EOS Report End of Certification Report for mailing or texting. </li><li>Document in Comments when letters have been mailed. </li></ul> <p>Quality Assurance:</p> <ul> <li>Ensure accuracy, thoroughness, and attention to detail in electronic and chart documentation, </li><li>Print, resolve and document EOS and Local Program Report Center (LPRC) reports in a timely manner. </li><li>Maintain on site quality assurance reports for state-determined period. </li><li>Communicate quality assurance issues to supervisors and coworkers. </li><li>Maintain knowledge of all state and federal standards quality assurance standards related to the bi-annual local program evaluation. </li></ul> <p>Customer Service:</p> <ul> <li>Demonstrates knowledge of customer service principles by successfully completing new staff training. </li><li>Attends/completes program quarterly customer service training. </li><li>Utilizes customer service principles when interacting with participants/patients, co-workers, supervisors, and employees from other departments. </li><li>Responds appropriately or seeks support when customer service issues arise. </li></ul>