Member Engagement Specialist- High Volume Outbound Calls

Description

Position at Healthmap Solutions

Company Background

Healthmap Solutions is the future of specialty health management that focuses on progressive diseases, with a particular expertise in kidney health populations. Healthmap Solutions uses clinical big data resources and high-powered analytics to power complex specialty health management programs. Healthmap Solutions is a diverse, growing company committed to our clients and our employees. We are champions for better health, for those who need us most.

Position Summary
The Member Engagement Specialist contacts members by phone to explain the benefits of Healthmap’s Kidney Health Management (KHM) Program. This role is responsible for promoting the benefits and enrolling members referred from health plans and/or providers for the KHM program. The Member Engagement Specialist works diligently to meet department productivity, quality, and customer service goals.

Responsibilities

Conduct a minimum of 200 outreach calls a day to a targeted list of eligible patients to describe the benefits of Healthmap Kidney Health Management program and enroll
Follow approved scripts, ensuring members understand and are comfortable with the terms, and respond to resistance persuasively and with professional courtesy
Present a positive, professional, and high energy approach to members and team members

Receive inbound self-referral member calls to enroll in Healthmap’s KHM program
Report member complaints and escalations immediately to Supervisor following the policy and procedure established
Meet daily/weekly/monthly goals set by the department (i.e., number of outbound calls and enrollments targets) in a remote environment

Comply with all OSHA and HIPAA policies along with all policies and procedures established by Healthmap
Perform other duties as assigned

Requirements

2+ years of call center experience in a healthcare environment required
Previous outbound call center or high volume experience working in a metrics driven environment strongly preferred
A desire to work in an efficient, results-oriented outbound call center environment

Understanding of medical terminology
Experience with EMR systems is desired
Bilingual English/Spanish, preferred

Skills

Exceptional customer service, active listening, verbal and written communication skills
Persuasive with the ability to overcome resistance while treating all members with professional courtesy

Must be compassionate and empathetic
Ability to multi-task, set priorities, and manage time effectively
Ability to use multiple systems at the same time, while making calls

Must be proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint

No Travel

#LI-Remote

Americans with Disability Specifications

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As an Equal Opportunity Employer, we will not discriminate against any job candidate or employee due to age, race, religion, ethnicity, national origin, gender, gender identity/expression, sexual orientation, disability, familial status, veteran status, marital status, parental status, or pregnancy. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

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