Appeals and Resolutions Support Technician

Under the general supervision of the Manager – Appeals & Resolutions, performs specialized administrative duties in support of the Legal Affairs Department. Acts in a confidential capacity. Must have ability to multi-task, determine priority of assignments, and handle a high work volume. Must have ability to communicate in an effective and appropriate manner and to establish good rapport with others. Perform related work as required. Requires good work habits including regular attendance and punctuality. Has no management responsibility.

• Perform daily administrative duties as directed by the Manager – Appeals & Resolutions.
• Process and distribute incoming mail accurately and timely.
• Record and relay messages. Direct people or calls to appropriate person(s). Assist with scheduling meetings and/or assessments. Effectively deal with anxious or irate callers.
• Accurately copy, scan, file, and distribute various documents internally as needed or assigned. Scan material as directed and catalog appropriately for accurate retrieval.
• Keep filing current.
• Enter data using Word and Excel programs and other network applications. Input data on appeals calendar and case logs as directed.
• Create new case files in paper and/or electronic format. Retrieve records such as agency notices, appeal requests, complaints, grievances and consumer/applicant records. Record dates and associated appeal deadlines.
• Contact authorized representatives to schedule meetings related to appeals, complaints and grievances. Send written confirmation of scheduled meetings and related correspondence, as directed.
• Assist in the timely processing of administrative orders, hearing decisions and other program documents by saving/filing and sending these documents to assigned staff with instructions as appropriate.
• Update Appeal and Clinical Services Calendars by entering appointments, conference room confirmations, and videoconference links as they are set or received from the OAH. Ensure appropriate IRC staff are invited and advise staff as these appointments are scheduled and/or changed.  Add visitors to IRC’s visitor system (Envoy).   
• Prepare conference rooms for scheduled in-person meetings, mediations and hearings, and assist with receiving and escorting visitors.
• Assist in the timely filing of correspondence, motions, and related documents with the responsible state agency and involved parties by preparing proof of service documents. Compile and distribute evidence packets.  Accurately complete service by mailing, faxing, emailing, and/or uploading documents to required parties.
  Prepare necessary correspondence and reports as requested in a timely manner.
• Complete necessary paperwork, reports, etc. on a timely basis. Document case activities in case records.
• Assist with work over-flow and provide back-up to unit administrative staff as needed.
• Maintain a current knowledge base in relevant federal and state laws and regulations and agency policy.
• Keep manager informed of pending work, work in progress and problems encountered.
• Work cooperatively and effectively with others. Perform as a member of the team, answer questions, share expertise and contribute to the harmony of the team.
• Use office equipment appropriately and report the need for any repairs. Keep the work area at home and in the office neat, orderly and free of hazards.
• Follow all safety rules and comply with IRC’s Injury and Illness Prevention Plan and Workplace Violence Prevention Plan.
• Ability to handle a hybrid work environment consisting of working in the office and remotely at home while maintaining work productivity and efficiency; communicate via telephone calls, video conference calls, emails and chat rooms.
• Handle change well and be flexible and adaptable in dealing with interruptions, new priorities and new assignments.
• Attend training sessions as required.
• Maintain good attendance and punctuality.
• Good verbal and written communication skills.
• Utilize agency’s IT systems as assigned, maintaining security and following agency’s protocols, procedures, rules, and requirements.
• Comply with and ensure program compliance with agency’s Personnel Policies and Procedures.
• Assure that consumers’ rights and dignity are maintained in the provision of services.
• Perform different or additional work as assigned.