VDC Program Administrative Coordinator

Description

The purpose for the VDC Program Administrative Coordinator position for the Veteran Directed Care (VDC) program is to provide high-level administrative and customer service support that ensures seamless program operations, compliance, and efficiency. This role supports Veterans and their Authorized Representatives in maintaining participation in the VDC program, while upholding The Independence Center’s core values of adaptability, collaboration, inclusion, integrity, and person-first service.

By managing multiple administrative functions, coordinating communication, maintaining accurate documentation, and supporting process improvement initiatives, this position plays a critical role in empowering Veterans to maximize their independence and achieve their goals.

• Utilize effective communication skills to conduct 150-200 monthly customer service calls. These calls involve checking in with each veteran or their authorized representative to assess service satisfaction and determine any necessary adjustments to their monthly spending plans.
• Manage all inbound and outbound client/veteran communication via calls, emails, and texts ensuring HIPAA compliance and exemplary customer service.
• Provide expert level customer service, administrative support and coordination to internal or external Financial Management Services (FMS) with employment documentation, timesheets, payroll and HR inquiries.
• Assist in managing monthly reports, including mailing to veterans and Authorized Representatives to ensure program compliance.
• Manage all Veteran hospitalization information and report weekly data to VDC leadership.
• Provide comprehensive administrative support to the Veteran Directed Care program including task management, capturing detailed & accurate meeting notes and providing back-up administrative training and support as needed.
• Compile and manage various program data and spreadsheets to include monthly, annual and as needed documentation requirements or communications to leadership.
• Support Veterans in the development, approval and monitoring of spending plans, ensuring compliance with VDC program regulations.
• Participate in special projects specific to employee training and program growth opportunities as assigned.
• Participate and engage in any required program, committee or IC meetings with or in place of leadership.
• This position may also require the performance of other duties as assigned.

• Demonstrates The IC’s core values of Adaptability, Collaboration, Inclusion, Integrity and Person First.
• Commitment to co-creating a culture that fosters diversity, equity, accessibility, and inclusion.
• Extraordinary customer service skills.
• Effective communication skills.
• Self-motivated, persistent, and flexible.
• Strong organizational skills and detail oriented.
• Ability to handle multiple priorities as well as deadlines.
• Takes responsibility for high-quality work.
• Capacity to work individually and as a member of a team in a team-oriented, inclusive environment.
• Possess decision-making and problem-solving skills.
• The capacity to empower individuals to advocate for themselves to maximize independence.
• Ability to maintain a high level of confidentiality and work within the confines of HIPAA regulations.
• Proficiency with computers, including MS Windows, MS Office (Word, Excel, PowerPoint, Outlook, Teams), Zoom and other common computer programs.

• High school diploma or GED.
• Proficiency in Microsoft Excel and Office Suite with a proven track record of effectively managing complex spreadsheets, data analysis and generating reports.
• Administrative experience that includes organization, coordination, customer service, and successful project completion.
• Experience working with people with disabilities preferred.
• Lived experience with a disability preferred.

• Local travel to partners, collaborators, and vendors for official IC related business and events may be required.
• Must have a valid driver’s license and car insurance.

• Office environment requiring ongoing computer use and extended amount of time sitting or standing.
• Frequently lift, push, pull, up to 10 lbs.
• Internet access to work remotely if protocols are issued for remote work.

Reasonable accommodations may be provided to empower the qualified individual with a disability to perform the essential functions of this position.