SCOPE OF POSITION: Responsible for assisting individuals calling in to the AFMC community resources helplines. Staff will help the individual identify appropriate services and resources for their specific needs. These services and resources could include (but not limited to) education, warm transfers to referred resources, behavioral health services, insurance marketplace, navigating the child welfare system, securing medical records, etc. Collaborate with professional staff to meet contract deliverables ensuring timely provision of services and appropriate follow up. Document services rendered and provide reporting as required. Support the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence, Accountability, Respect and Teamwork.

ESSENTIAL JOB FUNCTIONS:

1. Maintain comprehensive knowledge of specialty area, pertinent organizations, and health care environment. Knowledge should include information regarding: contract, contract deliverables, policies and procedures, resources available, current research and reports, trends, etc.
2. Coordinate communication between various components of the AR Medicaid program.
3. Maintain comprehensive knowledge of specialty area, pertinent organizations, and health care environment. Knowledge should include information regarding: contract, contract deliverables, policies and procedures, resources available, current research and reports, trends, etc.
4. Responsible for the resolution of customer/client requests including research, referral, policy review, revision and development, documentation and follow up in accordance with established policy/procedures.
5. Communicate effectively with customers and/or recipients. Develop and maintain working relationships as necessary to meet contract deliverables of specialty area project.
6. Act as a resource to internal and external customers for information pertaining to specialty area focus.
7. Understand and utilize project-tracking database to document and monitor services/activities provided and to compile a comprehensive database of activity. Maintain accurate statistical data to meet contractual and other reporting requirements.
8. Coordinate the timely collection and data entry of all required documentation.
9. Work with Information Technology department to coordinate system developments and customizations.
10. Assist in the creation and maintenance of necessary reports/documents to track and report project information. Prepare ad hoc reports and/or statistics as directed.
11. Monitor specific items within the area of focus, provide recommendations/feedback to internal for quality improvement and follow through for compliance of recommendations for improvement.
12. Assist in the development, production, maintenance, and delivery of educational materials/activities.
13. Adhere to format, content, and style guidelines, giving consideration to usability and ensuring accuracy, consistency, and quality.
14. Communicate needs and requests to other team members as appropriate.
15. Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
16. Additional duties as assigned. 

KNOWLEDGE, SKILLS AND ABILITIES:

• Must possess intermediate level computer skills (Excel, Word, Power Point and Outlook)
• Type 50 wpm
• Exceptional skills in business English and spelling
• Ability to maintain confidentiality
• Strong oral and written communication skills
• Creativity
• Customer service
• Ability to meet deadlines
• Attention to detail
• Flexibility
• Ability to work collaboratively and independently to achieve stated goals
• Initiative
• Ability to relate professionally and positively with staff, business partners, customers, constituents, beneficiaries and the public
• Ability to multitask
• Ability to prioritize
• Strong organizational skills
• Problem solving skills
• Professionalism
• Project management skills
• Ability to read, interpret and apply laws, rules and regulations
• Knowledge of quality improvement processes and techniques
• Time management skills
• Ability to work overtime as needed

Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices):Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress and ability to travel as needed. Must be able to lift and transport 25 pounds. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations. 

EDUCATION:Required: High School Diploma. Obtain Navigator Insurance License through the Arkansas Insurance Department within one year.

EXPERIENCE:Required: Two (2) years’ experience within the healthcare arena and customer relations.
Preferred: Thorough understanding of Behavioral and Mental Health.

INTERNET REQUIREMENTS:Reliable, high-speed wireless internet service (Wi-Fi)
An upload speed of at least 2Mbps is required to support softphone functionality.