Program Specialist - Wic

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.

QUALIFICATIONS:

• High school diploma or GED
• One years experience with proficient computer/smartphone skills
• Experience in health care or community facility preferred
• Good organizational, communication & interpersonal skills
• History of good attendance and positive work attitude
• Sensitivity to the needs of the participant population
• Ability to function effectively in a multi-cultural setting
• Availability to work at multiple sites, Saturdays, and evening hours, as needed
• Must have reliable transportation and a valid Massachusetts drivers license
• Bilingual preferred

SPECIAL DUTIES AND RESPONSIBILITIES:

RECEPTION WORK

• Answer and direct phone calls.
• Greet and check in participants.
• Oversee flow of applicants/participants in waiting area.
• Communicate through program email, texting systems and interpreter services.
• Manage EOS appointment management system utilizing appropriate appointment status codes.
• Utilize program text system for appointment reminders, missed appointment & terminations.
• Utilize secure communication systems for the collection of confidential participant documentation.
• Process multi-stage electronic online application system.
• Process referral applications from health center and outside sources.
• Maintain clean workstation, computer and work I Phone.
• Maintain workstation stock of up-to-date WIC forms & brochures.
• Maintain workstation supply of key participant referrals.
• Clerical duties as required.

FILE MANAGEMENT

• Obtain new participant ID number or existing number from system.
• Collect required participant information for eligibility screening.
• Print, organize and file all electronic documentation.
• Prepare and maintain participant charts with appropriate and required forms.
• Present charts to nutrition counselors for in-office (re)certifications and special formula appointments, and as needed.
• File charts daily.
• Pull charts for end-termination participants.

CERTIFICATION

• Follows all protocols and/or regulations or processing applicants/participants for (re)certifications including:
• Verification of identity, income, residency, and participant category.
• Complete data entry for (re)certification.
• Educate and/or explain participant rights and responsibilities.
• Educate participants on the current WIC Food List, the WIC App, WIC Card, and WIC-approved vendors.
• 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.
• Complete and verify signatures on all (re)certification documentation.

BENEFITS ISSUANCE AND PROCESSING

• Oversees benefit issuance for prescribed food prescriptions.
• Review Benefits History before issuing benefits.
• Follow protocols and procedures for prescription changes, benefits removal, and reissue.
• Follow procedure in the creation and replacement of WIC Card.
• Educates participants on WIC Card use, PIN number security, resetting PIN numbers and the (de)activation of card numbers.
• Maintains security of WIC Card stock.

NOTIFICATIONS

• Issue WIC Notification letters appropriately and in a timely manner.
• 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.
• Issue monthly EOS Report End of Certification Report for mailing or texting.
• Document in Comments when letters have been mailed.

QUALITY ASSURANCE

• Ensure accuracy, thoroughness, and attention to detail in electronic and chart documentation.
• Print, resolve and document EOS and Local Program Report Center (LPRC) reports in a timely manner.
• Maintain on site quality assurance reports for state-determined period.
• Communicate quality assurance issues to supervisors and coworkers.
• Maintain knowledge of all state and federal standards quality assurance standards related to the bi-annual local program evaluation.

CUSTOMER SERVICE

• Demonstrates knowledge of customer service principles by successfully completing new staff training.
• Attends/completes program quarterly customer service training.
• Utilizes customer service principles when interacting with participants/patients, co-workers, supervisors, and employees from other departments.
• Responds appropriately or seeks support when customer service issues arise.