Administrative Support Team Member

The Administrative Support Team Member is responsible for supporting the field team members by answering questions on calls, processing paperwork, and troubleshooting authorizations.

  • Requires documented combination of skills/relevant work experience. Person-Centered Thinking/Planning training a plus.
  • Be able to work independently and communicate effectively both orally an in writing.
  • Submit to criminal background check.
  • Two references are required.

Processing Paperwork

  • Make sure we have all necessary referral documents and that they are properly named and uploaded to WISE.
  • Handles discharges and/or transfers to other agencies by sending necessary paperwork to required entities.
  • Writes justifications in WISE for increase in PCA hours.
  • Ensures Medicaid is active and appropriate for waiver prior to submitting any documentation.
  • Processes completed intakes/transfers for all waivers.
  • Submits pre-authorization requests and re-authorization requests to appropriate entity for all waivers.
  • Responds to Requests for Additional Information.
  • Enters approvals into WISE for all approved service lines.
  • Trouble shoots authorizations issues by using various portals, by sending emails, and by making phone calls as necessary.
  • Understands the role of and where these roles can/cannot overlap of the Backup Plan person, the EOR, the primary caregiver, the person directing the care and the aides.

Dashboard Management

  • Monitors dashboard daily and ensures timely processing of services.
  • Enters action-oriented notes in client profiles at least daily.

Team Member and Customer Service

  • Provides excellent customer service in all interactions. Returns communications within 1 business day of contact. Announces absences via pre-recorded greetings and e-mail auto-notifications.
  • Maintains strong business relationships, remains objective and demonstrates positive regard for individuals/families.
  • Demonstrates patience and respect when handling difficult situations.
  • Effectively answers team member questions on the phone and promptly follows-up with additional information as necessary.

Service Knowledge

  • Displays detailed knowledge of all waiver services (PCA, Respite, Companion/Supervision, PERS).
  • Masters all of the web portals, including, but not limited to: WISE, Kepro, PPL, WaMS and VAMMIS.
  • Understands roles and responsibilities of all of the entities involved in administering Virginia Medicaid Waivers.

Professional Responsibilities & Development

  • Uses care and discretion when handling personal information and client records.
  • Completes all assigned training modules within 5 business days.
  • Consistently attends monthly Company conference calls, weekly Moms Talk Radio calls, annual Administrative Support Team Meeting, annual Company Retreat, and any other meetings defined by Admin Operations Manager.
  • Utilizes team support tools available to him/her (Company Newsletters, Google Drive, Moms website, and Chatter).
  • Engages in activities to further professional and personal growth. Examples would be; is an active member of the leadership book club; listens to/reads leadership development podcasts/books, etc.

Position: Administrative Support Team Member

Thank you for submitting your application. We will contact you shortly!

Employment Type
Full Time
Job Location
Remote work possible
Working Hours
Monday - Friday, 8am - 4pm or 9am - 5pm
Base Salary
$ 18,720 - $ 20,800
Date posted
April 4, 2019
Valid through
April 30, 2019