Job Description |
Candidates will need to be tested with the following BI and skills assessments: • Customer Service Scenarios • 10 Key Data Entry • Alphanumeric Data Entry
Assignment Capsule: • The Member Engagement Associate will initiate telephonic outreach to members identified by At Home as viable candidates for Care Management and engagement. • You will explain Care Management program and obtain consent for enrollment. • Candidates will be utilizing an auto-dialer system and can expect a high call volume of both inbound and outbound calls with and to members. • Average call volume expectancy is approximately 50+ calls per day.
Other responsibilities include: • Document per protocol and communicate pertinent information to designated person and/ or persons. • Meet or exceed member engagement goals on a consistent basis. • Participate in the promotion of the multi-disciplinary healthcare team. • Work collaboratively with other members of the clinical leadership team. • Relate to a production environment and understand process flows. • Maintain and improve quality results by adhering to standards and guidelines; recommending improvements as identified. • Must meet all compliance and privacy requirements set forth for proper member engagement. • Additional responsibilities as deemed appropriate by At Home Leadership. Role Essentials: • High School Diploma or equivalent • Six months of recent relevant experience in a high production call center environment • Intermediate computer skills and knowledge of Microsoft Word and Excel • Able to use a variety of electronic information processing tools and multiple software programs • Professional, interactive written and verbal communication skills • High level of detail and organization skills • High level of knowledge retention • Able to multi-task without losing sight of accuracy & quality • Able to establish priorities, work independently and proceed with objectives without direct supervision • Able to thrive in a fast paced environment
Role Desirables: • Associate’s degree or equivalent from two-year college or technical school OR six months to one year related experience and/or training • Related experience in healthcare, customer service and/or call center • Experience working with the senior adult population • Experience with outbound calls • Experience working on an automated/auto dialer system • Bilingual (English/Spanish); speaking, reading, writing, interpreting and explaining documents in Spanish and English
• Critical Thinking • Empathy • Team Player • Previous experience with at Home as a Referral Specialist, Care Concierge or Referral Intake Specialist
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