Ombudsman job description

The KanCare Ombudsman Volunteer Program will use a VISTA member to serve as the KanCare Ombudsman Resource VISTA in the Northern half of Kansas, based in Overland Park. The goal of the project is to improve the quality of life and access to Medicaid services for Medicaid eligible Kansas and Medicaid stakeholders. This project will assist in providing a healthier future for Medicaid members in Kansas through volunteers who identify resourceful contacts, organizations, and events to create collaboration which will increase office usage across Kansas. By accessing Medicaid services, individuals reduce their risk for homelessness and costly hospitalizations; they increase employability, stability in the community and overall health. The VISTA will build the capacity by assisting with the development, maintenance, and delivery of educational resources to KanCare Ombudsman staff, volunteers, and community stakeholders. As part of this project, VISTAs will also build capacity by seeking out potential outreach opportunities, events, and collaborative partners to increase the Office's community awareness and assist more Medicaid stakeholders. The VISTA will benefit from having an interest in resource development, is organized with good analytical skills, has excellent written and verbal communication skills, is comfortable talking to new people, works independently, is a self-starter, and enjoys office work. Further help on this page can be found by clicking here.

Member Duties : Search and identify virtual and in-person conferences, events, and community meetings. Review and update resources. search for similar offices and investigate offered services. Review CMS requirements to create procedures for the office to meet standards. Increase community awareness of office resources and services. Support the Volunteer Program and increase volunteer engagement.

Program Benefits : Childcare assistance if eligible , Stipend , Choice of Education Award or End of Service Stipend , Health Coverage* , Relocation Allowance .
Terms :

Permits attendance at school during off hours , Car recommended , Permits working at another job during off hours .

Service Areas :

Health , Education , Community Outreach .

Skills :

Community Organization , Leadership , Writing/Editing , Team Work , Social Services , Public Health , Communications .

A client of Sharp Decisions Inc. is looking to bring on an Ombudsman Specialist to be based in Washington, DC. Position is on a hybrid basis (Tuesdays, Wednesdays and Thursdays onsite). Duration of assignment is 12 months. W2 and Local only.
JOB DESCRIPTION:

As the Quality Assurance Analyst in the Customer Solutions Group, you will be responsible for advocating for the client in an Ombudsman capacity by providing a high-touch consumer experience, responding to complex and escalated inquiries, including executive-level, Attorney's General, and Better Business Bureau received through all contact center channels. You will be a direct bridge to liaise between members and providers with support in multiple channels: e-mail, written correspondence, telephone, social, and chat. In addition, you will analyze data to create relevant, seamless, and memorable experiences across all platforms. As well as utilize consumer insights to drive continuous improvement across all product and service offerings.

Responsibilities:
• Facilitate Ombudsman service through providers by ensuring the resolution of escalated issues and complaints affecting products and services branded. Maintain A+ rating with the Better Business Bureau.
• Collect consumers' expressed insights regarding their wants, needs, and perceptions about client and client branded products and services through the Voice of the Consumer (VoC) program and provides input to/for process improvements.
• Maintain an in-depth knowledge of client's product and service offerings while staying abreast of current industry trends within the health, financial and lifestyle industries. Manage and update Knowledge Management system used for the Member Relations Team via the SharePoint site.
• Work collaboratively with Account Development Managers and Product Managers to identify consumer pain points through tracking and reporting. Share information learned through Voice of the Consumer with all internal and external stakeholders throughout the Organization, and use this analysis to deliver an improved consumer experience.

Qualifications:

• Completion of an Associate's degree and experience in a dedicated customer service/ communications environment or equivalent combination of minimum two years specialized training / experience.
• Effective verbal and written communication skills a must.
• Ability to navigate multiple tasks simultaneously.
• Strong problem-solving, analytical, and decision-making skills.
• Must be capable of working autonomously and within a team environment.
• In-office/open office environment with the ability to work effectively surrounded by moderate noise.

$17.10/hr, 30 hrs/wk, 52 wks/yr

NACOG offers staff the following paid time off:

NACOG observes the Arizona State Service Holiday Schedule, observing the day after Thanksgiving in lieu of Columbus Day. This is a total of 11 paid Holidays and a paid Birthday holiday.
NACOG offers 10 paid Vacation days for new hires with the option to increase accrual for years of service.
Staff have the option to earn additional paid days off by participating in the Wellness Program.
NACOG adheres to the Arizona State Sick Leave Law.

POSITION SUMMARY:

In compliance with Federal Law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Working under general supervision and with moderate difficulty, this position is responsible for advocating on behalf of long term care residents to help ensure their health and wellbeing and enhance their quality of life.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Initiates and maintains contact with long term care residents to assist them in advocating for their rights
Investigates residents' concerns and negotiates appropriate resolutions to ensure quality care and treatment of residents in accordance with current regulations and requirements
Assists with recruiting, training, and supervising volunteers and reports on volunteer contributions to the program
Maintains current case notes to ensure timely, accurate, and effective recordkeeping and streamline the reporting process
Compiles data and prepares reports to ensure program compliance
Presents educational materials to the public to promote the program's goals and objectives

Other related duties as assigned.

EDUCATION AND/OR EXPERIENCE:

High School Diploma / GED; and one year of experience in long term care or gerontology, case management, social services, advocacy, or mediation; OR an equivalent combination of education, training, and experience which demonstrates the ability to perform the duties of the position.

CONDITIONS OF EMPLOYMENT:

Criminal Background Check
Fingerprint Clearance Card, Level I
Motor Vehicle Report (annually)

CERTIFICATES & LICENSES:

DES Ombudsman Certification (within 3 months)

TECHNICAL COMPETENCIES:

Conflict resolution
Problem solving skills

GENERAL COMPETENCIES:

Analytical thinking
Communication (written and verbal)
Critical thinking
Cultural competence
Discretion
Office competence
Organizational skills
Political competence

TRAVEL REQUIRED:

< 5% X < 25% < 50% < 75% 100%

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:

Physical Activity: Frequent listening, talking, sitting, and reaching. Occasional stooping, kneeling, crouching, standing, pushing, pulling, and lifting.

Physical exertion: ___ Sedentary; _X_ Light; ___Medium; ___ Heavy; ___ Very Heavy. Work involves exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Visual requirements: Close visual acuity for compiling and analyzing data; viewing a computer screen; and reading.

Working conditions: Regular exposure to infectious disease and indoor atmospheric conditions.

Occasional exposure to winter weather conditions, potential physical harm, and hazardous chemicals.

NACOG is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, genetic information, or any other characteristic protected by the state, federal, or local law. NACOG is committed to providing access, equal opportunity and reasonable accommodation for individual with disabilities in employment, its services, programs, and activities.

Benefits include: Agency Paid Health, Dental, Vision, Arizona State Retirement (ASRS); Vacation, Sick & Holiday Pay