Engagement Specialist
Job Closed
Company
We are a healthcare company focused exclusively on serving rural communities. We believe in the old ways of medicine when you had access to your doctor 24/7. Unfortunately, the complexity of healthcare today makes it way too difficult for most patients to navigate the healthcare system. We built this business to make it easier for rural patients to access care. We partner with rural primary care, pharmacy and urgent care partners to meet patients where they are. Becoming an extension of their current healthcare team, we provide rural residents personalized assistance with their health care needs including a dedicated local health navigator, 24/7 access to a healthcare provider, medication refills, and help navigating insurance benefits. Our interdisciplinary care team uses an integrated technology platform to coordinate and manage comprehensive, longitudinal care. Our contract model with health plans puts us at risk for the financial and quality outcomes of our patients.
Overview
What you need to know: - Candidate MUST start 10/25/21, there are no alternatives - This is a remote position, but the candidate must live in the Nashville area - 2 month contract that runs through the end of the year - Candidates will do a 20-30 minute video interview within 24 hours of being reviewed The Engagement Specialist helps vulnerable populations set up telehealth services, working in a fast-paced environment with performance-based incentives and the ability to grow within the company. Responsibilities: • Perform telephonic outreach, and potentially outreach through other channels, to older adults and adults with physical disabilities through enrollment and welcome calls to explain the 24/7 Member Support Program (Program) and motivate participant engagement • Answer calls from and make calls to participants, direct support professionals, representatives from agencies employing these staff, and participant family members about the Program • Apply appropriate engagement tactics to drive higher engagement and a good understanding of the Program value proposition • Ability to persuade participants through the enrollment process and ongoing through direct interaction • Identify, document, and mitigate participant barriers to help improved activation process • Use multiple databases to track and record participant information using clear and concise notes • Track participants who have not engaged with the Program to motivate engagement with the in-home telehealth device and the CareBridge team • Collaborate with the CareBridge team, including scheduling and tracking participant appointments with CareBridge nurses • Track participant hospitalizations and discharges • Request participant hospital records • Process referrals • Monitor, label, and distribute faxes related to participant medical records • Document and track activities per CareBridge protocol • Maintain excellent punctuality and attendance during work hours and schedule adherence • Manage large amounts of inbound and outbound inquires and document all correspondences within systems timely and accurately, all while targeting for a first call resolution • Meet personal/team qualitative and quantitative targets • Other duties as assigned Qualifications: • 3+ years’ experience in customer service • Interest in helping vulnerable populations • Experience delivering persuasive messaging using motivational interviewing and empathy techniques and methods • Expertise in phone etiquette and professional phone demeanor and a high aptitude for telephonic soft skills • A warm, engaging personality with the ability to connect with individuals telephonically • Solution-oriented and a creative problem solver • Inspires a positive and collaborative team member focused atmosphere • Ability to work in a metric and goal-oriented environment • Experience with conflict resolution, defusing and de-escalating upset callers • Calm, unhurried approach that inspires confidence • Highly organized and pays attention to details • Self-starter with a propensity to follow-up and follow-through • Technical/Functional expertise: Familiar with Customer Service Software and Call Center Management Tools, Windows, and Office Applications • Experience with Thrio and Elation databases preferred • Quiet and private environment for remote work to maintain confidentiality and clearly interact with callers Those who thrive at CareBridge tend to possess these qualities: • An entrepreneurial spirit • A tenacious self-starter. • Flexible and adaptable to a constantly changing workload • Must enjoy working in a fast-paced environment • A sense of humor and a down-to-earth nature • Exhibits a “Speed of Trust” demeanor • A drive to assist the member by going above and beyond to simplify their experience