About the Role:
Under the current approach, treatment of mental health conditions and substance use disorders are limited to what an individual can afford and/or what insurance will pay for. Unfortunately, this narrow-minded approach ignores many of the contributing factors that lead to these conditions and fails to adequately address key elements necessary for sustained recovery. Enter Eleanor Health. At Eleanor, we are rethinking treatment and serve as the only tech-enabled, evidence-based care provider focused on managing the overall health and total cost for individuals with mental health needs & substance use disorder. Instead of entering into a fee for service agreements with payers, we provide whole-person care through value-based partnerships that afford us the flexibility to meet patients (we call them “community members”) where they are and to provide the diverse array of services necessary to help them feel better and achieve long-term recovery.
Our challenge (and why we need you!) is to outreach and engage these members with the goal of getting them enrolled in our patient centered, multi-modal care model.
If you are passionate about helping people live amazing lives, come join us! This is an opportunity to be part of a NEW, HIGH-VISIBILITY team that plays a critical role in proving that we can raise the standard of care for mental health and substance use disorder.
Primary Responsibilities:
This role will report to the Referral Team Supervisor. Specifically, you will be asked to:
Interact with potential members, referral sources and internal care team
Perform initial and ongoing virtual outreach to potential members who have been referred to Eleanor Health by third party platforms, web forms, directly from providers or other referral sources, with the goal of engaging these members and organizations in our care
Utilize motivational interviewing and advanced customer service skills to provide a best in class member experience
During outreach efforts you will:
Provide appropriate information, education, and explanation of Eleanor Health services to potential members. This requires a comprehensive understanding of Eleanor Health’s mission, values, and care model and the ability to communicate its value in a clear, compassionate way
Work cross-functionally with other team members and internal care teams
Track all interactions with potential members in a centralized platform with high-quality documentation and attention to detail
Understand how insurance works and be able to effectively verify insurance eligibility and communicate, at a high level, patient cost sharing responsibility. Be able to direct potential members to resources within Eleanor Health for more specific information
Once a potential member enrolls in care at Eleanor, collaborate with clinic & care team members to facilitate an excellent pre-visit experience, supporting with pre-visit paperwork, and ensuring all questions are answered.
Answer incoming calls through our referral phone line via Salesforce, and direct calls as needed.
Maintain a current understanding for population health contracts and scripting as well as scheduling protocols for overlapping referrals for attributed members
Other duties assigned
Hours (08:00 am – 04:30 pm EST)
Qualifications:
3+ years of patient-facing customer service experience in the healthcare setting, preferably behavioral health or substance use treatment
3+ years of patient outreach & engagement experience or similar background requiring initiating patient/customer relationships built on trust
Experience working with Salesforce and the capability to create reports.
Bilingual in Spanish and English, preferred
Bachelor’s degree preferred, preferably in psychology, social work, or other related behavioral health/healthcare disciplines from an accredited college or university or equivalent experience
Experience & comfort using technology such as computer telephony, CRM software, and EMR platforms to document patient interactions & schedule patients for appointments
Strong interpersonal and written communication skills, active listening abilities, and motivational interviewing skills
Be highly motivated and self-directed with the ability to multitask between phone calls, documentation, and collaboration with other team members
Enjoy working in a fun, fast-paced, team-centered environment
Available for Mountain and Pacific Time shifts
Compensation & Benefits
The target compensation range for this position is $20/hr – $22/hr . The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.
Eleanor Health offers a generous benefits package to full-time employees, which includes
Flexible time off that includes 80 annual hours of PTO accrued monthly + 10 wellness days granted on day 1 – unplug, relax, and recharge!
9 observed company holidays + 3 floating holidays- We encourage you to use the additional 3 floating holidays to accommodate personal beliefs/practices
Wellness Days – In lieu of “Sick Time” which typically applies only when you are ill, we encourage you to proactively manage your overall wellbeing, both physical and mental, as well as the wellbeing of those who play important roles in your life.
Fully covered medical and dental insurance plan, with affordable vision coverage.- We are a health first company, and we strive to make our plans affordable and accessible
401(k) plan with 3% match. We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.
Short-term disability- We understand that things happen, we want you to feel comfortable to take the time to get better.
Family Medical Leave- Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that they or a family member/significant other might be facing.
Wellness Perks & Benefits- Mental Health is important to us and we want our employees to have the accessibility they deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates
Mindfulness App Reimbursement
1 year subscription to TalkSpace
Paid Membership to Health Advocate, One Medical, and Teladoc