Program Support Representative - Customer Service & Data Management

Knowledge Services is hiring for a Program Support Representative, a hybrid position located in Phoenix, AZ. This role involves coordinating Vocational Rehabilitation Services for RSA Staff and clients, serving as the main point of contact for various stakeholders while ensuring compliance and satisfaction with services provided.

Responsibilities

• Act as main point of contact and proactively communicate with RSA Staff and Community Rehabilitation Partners via phone and email
• Serve as Program liaison with external entities (e.g. RSA Staff, CRP’s, consumer advocate organizations, government officials)
• Identify internal & external issues with potential to impact overall service delivery and implements solutions
• Manage VRS progress for clients and ensure compliance and satisfaction with services provided
• Provides exceptional levels of customer service to RSA Staff, CRP’s, and internal team members
• Implement organizational methods and procedures to proactively manage workload
• Collaborate with the Program Director, Program Delivery Manager(s), Program Team Lead(s), and VRS MSP Team to develop strategies and solutions to ensure project goals and timelines are met
• Responsible for preparing and delivering customer facing reporting, program metrics, and presentations as necessary
• Manage Referral processing, Purchase Authorization tracking and processing, and ensuring Service Level Agreement timelines are being tracked and met
• Analyzes business information and data with strong attention to detail and accuracy
• Ensure integrity of all data relating to individual program and service categories is entered into Knowledges Services’ systems
• Tracks various metrics, timelines and deliverables to ensure program compliance
• Follow safe work practices and company rules. Prevent accidents and injuries

Skills

• High school diploma (or G.E.D.) required
• Ability to work effectively on teams, including cross-departmental teams required
• Ideal candidate will be proactive, organized, accurate, a critical thinker, efficient, detail oriented with strong interpersonal, planning, and time management skills
• Must be a self-starter, self-motivated and be able to perform in a fast paced, self-managed environment
• Customer facing and strong relationship building experience
• Bachelor's degree preferred
• 1+ years of experience working with individuals requiring rehabilitative service preferred
• Knowledge of Federal and State laws, statutes, rules, regulations pertaining to vocational rehabilitation services
• Experience in vocational rehabilitative services and/or other rehabilitative services preferred
• Broad knowledge of physical, mental, and cognitive disabilities preferred
• Familiar with referral and community resources preferred

Company Overview