GENERAL FUNCTIONS

The Participant Liaison Field Rep ensures optimal service is provided to participants, participant-hired workers, IRIS Consultant Agency staff and Department of Health Service staff by helping resolve escalated problems and/or issues. Compile and analyze team data to identify trends and opportunities in order to drive effective performance results.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Ensure paperwork intake and Field Service Representative functions including but not limited to: Directs exemplary customer service to participants, participant-hired workers, co-workers, vendors, and government agencies to ensure compliance with state and regulatory requirements. Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to acceptable resolution. Conduct face to face interactions with participants, participant-hired workers, vendors, and IRIS Consultant Agency staff. In conjunction with the Participant Engagement team, lead activities that go beyond day-to-day issues and are focused on education, literacy and training individuals, small and large groups of stakeholders Travel throughout the region to provide participant education and training. Occasional Travel throughout assigned region and to other iLIFE Office locations Collect encounter data and produce reporting as needed Manage and maintain office functionality Ensure the secure delivery of documents received to iLIFE’s Baker Road location Provide direction and support throughout department relative to participant and participant-hired worker issues Special projects or other duties as assigned