Job Description |
Description • The Care Coach 1 assesses and evaluates member's needs and requirements primarily in a high intensive call center environment. • The Care Coach 1 role also consists of caseload management activities, attending, and supporting events and home visits. • The role is subject to monthly metrics such as Phone Call Assurance and productivity expectations. • The Care Coach: o Employs a variety of case management strategies, approaches and techniques to manage a member's case. o Identifies through a screening process for potential eligibility for state and federal benefits. o Ensures member is progressing towards desired outcomes by continuously monitoring Member’s case through use of assessment, data, and conversations with members, active planning and educating the member on potential resources. o Understands own work area professional concepts/standards, regulations, strategies and operating standards. Required Qualifications • Call Center environment experience and/or inbound and outbound phone calls experience, such as a Queue • Demonstrated ability to manage and prioritize back to back calls and follow-up on member cases as needed. Average call volume is 60+ calls daily • • Bilingual English/Spanish - must be able to speak, read and write in both languages without limitations or assistance and pass the required proficiency tests in both languages. • Intermediate/Advanced typing and computer navigation skills using multiple systems, platforms, and an ability to troubleshoot and resolve general technical difficulties • 1-3 years working knowledge using the following MS Office Suite products; Word, Excel, and, Outlook • Ability to manages multiple tasks and deadlines based on priority • Team player, ability to work with tight schedules, multiple priorities as well as work independently • Will be able to assist with phones, conduct screening, case management, must be bilingual, language test will be administered, temp for right now , may go perm and not guaranteed, no travel required and no mileage reimbursement required. • *****MUST BE FULLY VACCINATED INCLUDING BOOSTER • ***** CPR CERTIFICATION NOT REQUIRED.
• Bilingual mandatory
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