Program Support Assistant

Hiring for Accredited Home Care Services (Manhattan, New York) We are seeking a highly organized and dependable Program Support Assistant to join our team. This position supports the day\-to\-day operations of our consumer support programs, including assisting individuals participating in the Consumer Directed Personal Assistance Program (CDPAP) through Public Partnerships LLC (PPL) and supporting our Social Care Network (SCN) outreach initiatives. The Program Support Assistant will communicate directly with consumers, Personal Assistants (PAs), program participants, and community members by phone and email. The role involves providing guidance on program processes, conducting outreach and screenings, maintaining accurate records, and helping individuals navigate available services and resources. The ideal candidate is organized, professional, comfortable handling a high volume of calls, and committed to providing excellent customer service. Duties \& Responsibilities Handle inbound and outbound calls from consumers, Personal Assistants (PAs), program participants, and other community members while maintaining professional and courteous communication. Assist CDPAP consumers and PAs with questions related to PPL registration, enrollment, account access, documentation, EVV, required program steps, and other general program requirements. Provide guidance regarding PPL processes and direct or escalate cases to the appropriate department when additional assistance is required. Conduct follow\-up outreach to consumers and PAs regarding outstanding registration requirements, documentation, EVV compliance, required program steps, and other program\-related matters. Accurately document calls, outreach attempts, case updates, and follow\-up activities in internal systems and tracking reports. Support Social Care Network (SCN) initiatives by conducting outbound calls to individuals to complete required screenings and identify potential social and community support needs. Assist individuals with SCN navigation, including explaining available services, connecting eligible individuals with appropriate resources, and providing follow\-up assistance when needed. Maintain accurate documentation of SCN screening results, navigation activities, referrals, and outreach outcomes. Respond to consumer and program participant inquiries by phone and email and provide clear information regarding next steps. Assist with data entry, reporting, spreadsheets, and program tracking using Microsoft Office applications, particularly Excel and Outlook. Maintain confidentiality of consumer, program participant, and Personal Assistant information and follow applicable privacy and organizational requirements. Collaborate with supervisors and team members to identify unresolved cases, complete follow\-ups, and ensure consumers and program participants receive timely assistance. Perform additional administrative and program support duties as assigned. Qualifications \& Experience Previous experience in customer service, healthcare administration, home care, social services, call center operations, or administrative support is preferred. Strong communication and interpersonal skills, with the ability to communicate professionally with consumers, caregivers, program participants, and community members. Comfortable handling a high volume of inbound and outbound calls. Strong organizational skills and attention to detail, particularly when documenting interactions and tracking follow\-up activities. Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook. Ability to learn and navigate multiple systems and program requirements. Ability to handle confidential consumer and program information with discretion and professionalism. Strong problem\-solving skills and the ability to recognize when an issue should be escalated. Bilingual Cantonese or multilingual abilities are highly valued to support our diverse consumer and community population. Experience working in a healthcare, home care, social services, or customer support environment is a plus. Why Join Us? This position provides an opportunity to directly support individuals participating in CDPAP while also helping community members identify and access important social and community resources through the Social Care Network. The Program Support Assistant will play an important role in ensuring consumers and program participants receive timely, clear, and compassionate support. Pay: $22\.00 \- $27\.00 per hour Language: Cantonese (Required) Work Location: In person