- Establishes a trusting relationship with identified members, caregivers, clinic staff and physicians (may be completed face-to-face or virtual with member)
- Proactively engages the member to coordinate their care needs
- Keeps member actively engaged with their primary care physician and assists member with any scheduling medical appointments/transportation; clinical issues or concerns will be directed to a nurse/clinical professional
- Partners with the member’s care team (community, providers, internal staff); serving as a liaison between member and/or caregiver and all health services / processes
- Connects members who need guidance and assistance with any specific barriers to healthcare identified through telephonic outreach with an appropriate care team to assist in solving the member’s needs
- Conduct Social Determinants of Health assessments to identify member needs and connect member with an appropriate care team to assist
- Plans, prioritizes, organizes and completes work to meet established objectives
- Review care history documentation (e.g., case notes); includes navigation between computer screens and platforms to research information (e.g., medical, clinical, or benefits information)
- Serves as primary point of contact for internal and external stakeholders
- Conducts in-bound and out-bound calls including, but not limited to: member touch-points, clinical staff coordination, member scheduling, and/or surveys/screenings
- Enters timely and accurate data into the electronic medical record to communicate member needs and ensure complete documentation of member visits and phone calls
- Periodically may visit members/patients in facility or next site of care, requiring ability to travel reliably to and from location
- Performs all other related duties as assigned
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
- High School Diploma / GED
- Must be 18 years old or older
- 6+ months experience in a Call Center environment (phone support)
- 4+ years of experience in customer service support and/or engagement
- Proficient computer skills, including Microsoft Word, Excel, Access and Outlook
- Ability to come onsite when needed for meetings
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