WIC Program Specialist
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 year's 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 driver's license
- Bilingual preferred
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.
