Member Engagement Inbound Specialist - South Dakota

Signify Health Rapid City , SD 57702

Posted 2 months ago

Position Overview:

Under the supervision of the Member Engagement Inbound Manager, the Member Engagement Inbound Specialist will handle incoming phone calls and reach out to members of various Medicare and/or Medicaid health plan providers to offer, explain, and schedule in-home healthcare risk evaluations. Subsequently assign and schedule contracted clinicians for each confirmed evaluation appointment. Adjusting and resetting appointments and schedules may be required. The specialist will work diligently to meet department goals, including quality control standards and appointment scheduling metrics.

The Member Engagement Inbound Specialist will primarily field inbound customer concerns; resolve scheduling conflicts, research and follow up with members regarding delayed clinicians, and assist members in reaching their health plan. It is paramount that the specialist utilizes positive customer service skills to deescalate potential dissatisfaction.

Additional responsibilities include: efficiently navigating the reschedule queue and contacting members in a timely manner to reschedule appointments that will accommodate their schedule; reviewing member voicemails and returning calls to positively resolve their concerns.

Qualifications:

Education/Licensing Requirements:

  • High School Diploma or equivalent

Experience Requirements:

  • Previous sales, customer service, retail or service industry experience preferred

  • At least 2 years successful work experience

Essential Skills/Experience:

  • Fluently speak, read, and write English

  • Good verbal and written communication skills

  • Proven ability to prioritize and multi-task

  • Basic skills in MS Office

  • Accurate data entry skills

Essential Characteristics:

  • Self-directed and organized

  • Discrete/ability to maintain confidentiality

  • Team player

  • Detail-oriented

  • Sense of urgency

  • Customer service orientation

  • Ability to work under pressure

  • Ability to work well independently

  • Ability to take direction

Essential Job Responsibilities:

  • Be on time, ready to work at assigned work location on a daily basis

  • Manage time effectively

  • Respond well to coaching and supervision

  • Meet scheduling goals

  • Present a positive and professional face to clients, health plan members and workforce members

  • Strive to be available and able to handle inbound calls as much as possible

  • Make outbound phone calls to Medicare and/or Medicaid health plan members to offer, explain and schedule a free in-home health risk evaluation

  • Follow provided CMS and health plan approved script when discussing health risk evaluation opportunity with potential member; ensure member understands and is comfortable with the terms of the evaluation; answer questions

  • Follow departmental procedures when communicating with members

  • Accurately record notes on member files related to their information and status

  • Schedule contracted providers to conduct health risk evaluation of members in their homes or other mutual agreed upon place; schedule contracted providers within assigned geographic area; allow for appropriate time and distance between appointments

  • Adjust and reschedule appointments with both members and contracted providers as needed; communicate with Physician Support team members and Scheduling Managers when cancellations and rescheduling occurs

  • Return voice mail messages from members in a timely manner. If voicemails are at risk of not being processed in a timely manner, escalate to your Member Engagement Inbound Manager

  • Work overtime as determined by business needs

  • Report member complaints immediately to Member Engagement Managers

  • Assist other departments as needed

Additional Job Responsibilities:

  • Participate in staff meetings, conference calls, and other meetings, as needed

  • Complete reports as requested by Inbound Manager

  • Assist/coach/coordinate with other team members

  • Attend training sessions to acquire/enhance skills related to programs offered

  • Maintains a neat, orderly work area

  • Performs other incidental and related duties as required

Working Conditions:

  • Fast-paced, evolving environment

  • Requires working at a desk to use a phone and computer

  • Use office equipment and machinery effectively

  • Ability to ambulate to various parts of the building

  • Work effectively with frequent interruptions

  • May require occasional overtime to meet project deadlines

SIGNIFY HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Member Engagement Coordinator South Dakota

Signify Health

Posted 2 days ago

VIEW JOBS 11/15/2019 12:00:00 AM 2020-02-13T00:00 Position Overview: Under the supervision of the Member Engagement Manager, contacts members of various Medicare and/or Medicaid health plan providers by phone to offer, explain and schedule a free in-home healthcare risk evaluation. Subsequently assigns and schedules contracted provider for each confirmed evaluation appointment. Adjusts and resets appointments and schedules as may be required. Works diligently to meet department goals for appointments scheduled Qualifications: Education/Licensing Requirements: * High School Diploma or equivalent Skills/Experience Requirements: * Previous sales, customer service, retail or service industry experience preferred * At least 2 years successful work experience * Fluently speak, read, and write English * Good verbal and written communication skills * Proven ability to prioritize and multi-task * Basic skills in MS Office * Accurate data entry skills Essential Characteristics: * Self-directed and organized * Discrete/ability to maintain confidentiality * Team player * Detail-oriented * Sense of urgency * Customer service orientation * Ability to work under pressure * Ability to work well independently * Ability to take direction Essential Job Responsibilities: * Be on time, ready to work at assigned work location on a daily basis * Manage time effectively * Respond well to coaching and supervision * Meet scheduling goals * Respond well to coaching and supervision * Present a positive and professional face to clients, health plan members and workforce members * Make phone calls to Medicare and/or Medicaid health plan members to offer, explain and schedule a free in home health risk evaluation * Follow provided CMS and health plan approved script when discussing health risk evaluation opportunity with potential member; ensure member understands and is comfortable with the terms of the evaluation; answer questions * Follow departmental procedures when communicating with members * Accurately record notes on member files related to their information and status * Schedule contracted providers to conduct health risk evaluation of members in their homes or other mutual agreed upon place; schedule contracted providers within assigned geographic area; allow for appropriate time and distance between appointments * Adjust and reschedule appointments with both members and contracted providers as needed; communicate with Physician Services team members and Scheduling Managers when cancellations and rescheduling occurs * Return voice mail messages from members in a timely manner * Work overtime as determined by business needs * Report member complaints immediately to Scheduling Managers * Assist other departments as needed * Ability to work overtime Additional Job Responsibilities: * Participate in staff meetings, conference calls, and other meetings, as needed * Complete reports as requested by Supervisor * Assist/coach/coordinate with other team members * Attend training sessions to acquire/enhance skills related to programs offered * Maintains a neat, orderly work area * Performs other incidental and related duties as required Working Conditions: * Fast-paced environment. * Requires working at a desk to use a phone and computer. * Use office equipment and machinery effectively. * Ability to ambulate to various parts of the building. * Work effectively with frequent interruptions. * May require occasional overtime to meet project deadlines. SIGNIFY HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved. Signify Health Rapid City SD

Member Engagement Inbound Specialist - South Dakota

Signify Health