Program Assistant III

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Time Type:

Full time

Department:

WIC

All Locations:

250 Sumner Street

Position Summary:

The Program Assistant III is an administrative position that supports WIC front desk operations and assists with the certification and recertification of WIC applicants by performing activities related to program eligibility, benefit issuance, appointments, data collection, filing, and customer service.

In addition to core Program Assistant III responsibilities, this position has additional responsibility for WIC reports, participant reminders, and WIC Shopper App support. The position will pull assigned reports from the WIC system, upload information into the automated call and reminder system, and ensure participant reminders are sent as scheduled. The Program Assistant III will also serve as a resource for the WIC Shopper App by helping staff and participants understand and use its features.

WIC Reception Work:

Phones: Answer and direct phone calls in a professional, courteous manner that is consistently responsive to patient needs:

• Applies standard 2-part greeting

• Handles Calls Appropriately

• Closes with the standard 2-part closing

File Management: Prepare charts with appropriate forms.  Pulls and files charts for active and terminated participants.

Quality Assurance: Ensure thoroughness, accuracy, and attention to detail in record keeping while maintaining efficiency. 

Reports and Follow-up: Print reports ensuring proper documentation/notification occurred; pull charts and follow up as needed.

Performs reception duties such as:

• Screen applicant inquiries for eligibility.

• Manage appointment scheduling/rescheduling, including reminder phone calls.

• Greet and triage participants to appropriate staff.

• Oversee the flow of applicants/participants in the waiting area.

• Print and send/give out notification letters

• Clerical duties as required.

Uses communication devices appropriately.

• Explains length and purpose of appointment;

• Provides clear instruction and explanations in a customer-friendly manner

• Conduct timely follow up calls

• Ensures confidentiality of information

• Makes appropriate referrals

• For WIC (re)certification, explanation of the program and the importance of nutrition services are provided.

• Nutrition flow sheet is documented consistently and accurately. 

Follows all protocols and/or regulations for processing applicants/participants for (re)certification including:

• Verification of identity, income, residency, and participant category.

• Complete data entry for (re)certification.

• Educate and/ or explain participant’s rights and responsibilities, authorized signatures, shoppers, WIC foods, and using benefits at authorized vendors.

• 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.

• Provide notification for end of certification, missed benefits, and/or ineligibility to receive WIC benefits.

Immunization Verification:

• Per DPH WIC guidelines, collects Immunization data at each certification, recertification, and individual infant follow-up appointment.

Oversees benefit issuance for prescribed food prescription including:

• (Re) issuing of food/formula prescription benefits.

• Captures participant authorized signatures for benefit issuance.

• Security of WIC Card stock.

WIC Reports and Participant Reminders

• Pulls assigned appointment and participant reports from the WIC system.
• Uploads report information into the automated call and reminder system so participants receive scheduled reminders and program messages.
• Checks that assigned reminder calls and messages have been processed as scheduled.
• Reports any problems with the reminder process to the appropriate supervisor.

WIC Shopper App Support

• Maintains a working knowledge of the WIC Shopper App and its features.
• Attends training related to the WIC Shopper App as needed.
• Helps staff understand how to use the WIC Shopper App and its available features.
• Assists participants with accessing and using the WIC Shopper App.
• Shares WIC Shopper App updates and educational information with staff as needed.

Additional WIC System Support

• Learns other WIC systems and digital tools as assigned.
• Assists with basic WIC system-related tasks and reports as needed.
• Participates in training related to assigned WIC systems and tools.

Customer Service: Interacts with patients or other staff in a professional and respectful manner that reflects the individual's needs and concerns.  Consistently provides excellent customer service and makes patients feel welcome.

 Maintains a positive attitude

Supports and promotes a sense of “teamwork” and contributes to the program's overall success by assisting co-workers whenever possible.

• Demonstrates self-direction, self-motivation, and independence.

• Exercises excellent judgment in knowing when and how to involve supervisory assistance.

• Takes initiative to perform a wide variety of activities contributing to the smooth functioning of the department.

Works cooperatively and respectfully with other departments and staff at all levels of the organization

Understands and adheres at all times to the HIPAA patient/family confidentiality requirements.

Maintain excellent punctuality and attendance according to EBNHC Attendance Policy

Annual Training

• Complete annual trainings: Domestic Violence, Civil Rights, Customer Service (2), Confidentiality Agreement. 

Adhere to all EBNHC and departmental policies and procedures.

Navigate EPIC’s Electronic Medical Record (EMR) to access relevant and appropriate information, according to guidelines

Pay Range: starting at $24/hr up to $36/hr based on relevant experience

EDUCATION:          

 Minimum: Associate’s Degree in Business Administration or health-related field, plus two years’ experience as an administrative assistant or clerk required.  Prior experience in a public health program or similar facility is preferred or

Three or more years of WIC work experience may be substituted for the Associate’s Degree or administrative experience

EXPERIENCE:        

Minimum of 3-5 years experience as WIC PA I or II highly desirable; Two years as Administrative Assistant. Prior experience in public health care field preferred

SKILLS/ABILITIES:

• Excellent customer service and interpersonal skills.  

• Bilingual/bicultural candidate strongly preferred.

• Ability to work independently and reliably in a fast-paced environment strongly preferred.

• Exceptional organizational skills.

EEO & Accommodation Statement:

NeighborHealth is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to HRrecruit@NeighborHealth.com or call 617-568-4480 to let us know the nature of your request

Federal Trade Commission Statement:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website. We do not ask or require downloads of any applications, or “apps.” Job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.

E-Verify Program Participation Statement:

NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.