Description Lifeworks is seeking a Program Operations Specialist that provides excellent customer service to Lifeworks stakeholders with professionalism, enthusiasm and tact. Perform a wide range of operations support for all Lifeworks service lines in an efficient, timely and accurate manner. Maintain integrity of customer database for a large customer base while processing referrals, intakes, demission s, transfer and other maintenance activities. Establish and consistently deliver process and compliance requirements. Work with program teams to maximize technology and workflows resulting in enhanced efficiency, accuracy, and reduction in cost. This position will be the first touchpoint for Lifeworks customers, guests, and staff through the telephone or e-mail and will ensure all individuals are assisted with consistent service standards and messages. Position Title: Program Operations Specialist Department: Program Services Hours: Full-time; 40 hours/week, Monday Friday (Non-Exempt) Location: Lifeworks Services Richfield / Hybrid Compensation: Starting from $18.27/hr What we offer employees: Lifeworks offers a comprehensive benefits package which includes: 18 days of PTO accrued in the first year of employment 11 paid holidays (New Year s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and a Personal Holiday) Medical, dental, vision, life, AD&D insurance, short & long-term disability coverage Health Savings Account (HSA), Flexible Savings Account (FSA), and prescription drug coverage Up to $3,000 annually in tuition reimbursement 403(b) retirement plan Lifeworks contributes 3% of your salary and matches up to 4% of employee contributions Employee Assistance Program (EAP) Why work at Lifeworks: Lifeworks is an industry leader on the forward edge of partnering with people with disabilities in innovative, person-centered ways. Disability inclusion is our true north, guiding every service we provide and ensuring that people with disabilities have opportunities, can thrive, and defy expectations. The Lifeworks Team is collaborative, passionate, and strategic, using a person-centered approach to increase access in our communities. Learn More About This Role You ll succeed in this role if you have: Ability to multi-task, manage and meet tight deadlines in a fast-paced environment utilizing effective time management and organizational skills. Ability to understand and apply various service guidelines/rules appropriately and accurately as well as the ability to recognize when guidance/input is needed. Ability to communicate effectively both verbally and in writing with a wide range of customers. Excellent internal and external customer service skills maintaining a personable service-oriented approach in varied situations. Extremely organized, detail-oriented, and reliable. How you ll be spending your time: Maintain integrity of customer database for a large customer base while processing referrals, intakes, demissions, transfer and other maintenance activities. Perform regular audits to ensure quality standards for licensing requirements and state contracts are met. Collaborate with program leaders, staff, and counterparts in other programs/regions to define, own performance of, and continuously improve procedures, and processes, delivering or exceeds performance related to accuracy, timeliness, cost, and both internal and external customer satisfaction. Plan, manage and execute manual and automated workflows for all Lifeworks service lines. Regularly update database to ensure consistent, accuracy and timeliness in data sources and to processes dependent upon them. Perform a variety of operations tasks including preparing renewal and intake paperwork in DocuSign, running reports, updating documents and databases, and coordinating the distribution of materials to customers. Coordinate and process program mailings (electronic an USPS) by creating, editing, printing, stuffing and/or emailing per cycles established with program staff and ensuring HIPAA standards for confidentiality are maintained (ex: 245D annual paperwork, incident reporting, consent forms, procedure updates). Completing 6790 s and equivalent in non-waivered services, contracts and contracted worker records, and submitting billable coordination time. Screen referrals for all Lifeworks service lines, coordinate tours, support program management in intake decisions, ensuring a positive customer experience as well as timely and accurate completion of procedures and documents. Attend informational/resource fair as assigned. Maintain and protect confidential information according to HIPPA and internal compliance standards. Ensure adherence to state and federal employment regulations that cover their processing work.