Eliot, a leading provider of behavioral health services is seeking an Engagement Specialist to work clients enrolled in the Community Partners Program. The ideal candidate will possess excellent customer service skills as well as experience in direct customer marketing, direct customer/community engagement or sales.
Eliot's Behavioral Health Community Partner (BHCP) program is an innovative Care Management approach for MassHealth members with complex medical, behavioral health and social needs who are part of the new Accountable Care Organization (ACO) redesign within Massachusetts.
Ensure immediate engagement and contact with all newly assigned enrollees within 72hrs.
Conduct daily outreach efforts to assigned enrollees to establish direct contact.
Utilize all tools available to engage assigned enrollees in discussing CP services including but not limited to: phone calls, text messages, visits to an individual's residence, email, direct mail, utilizing previous contacts with Eliot and other providers, contacting Care Team members, contacting family, and Eliot's patient portal.
Provide multiple and timely contacts to ensure each assigned enrollee that is successfully contacted understands CP services including the benefits of the services, the purpose of the services, process of services, the CP service system and ACOs, other available CP services, and each individual is engaged in a manner that is individualized and addresses each assigned enrollees needs, desires, and ways of understanding information.
Ensure each assigned enrollee is given the opportunity to sign the CP Participation Form or decline to do so. Ensure documentation of this process is clear and documented in the Eliot record. Ensure the participation form is processed according to Eliot and EOHHS standards.
Maintain contact with all assigned enrollees needing extra time to process or decide on CP services, ensure follow up, sustained engagement, and all assigned enrollee's questions are answered and their understanding of CP services are clear.
Ensure that each enrollee agreeing to participate in CP services is immediately linked to a Care Manager per Eliot procedures.
Schedule: Monday-Friday 9am-5pm
Eliot Community Human Services