Title: Care Engagement Specialist 2 (CSR Outbound)

Location: REMOTE to WA

Duration: 9 months contract with possible extension

Target Start Date (based on successful onboarding completion): 05/13/2024

Shift:

• Monday/Tuesday 9:30 AM - 6:30 PM PST
• Wednesday/Thursday 8:45 AM - 5:45 PM PST
• Friday 8:45 AM - 3:15 PM PST
• 30-minute lunch, Hours are not flexible. Overtime is not required, however, possible.

Walk me through the day-to-day responsibilities of this role and a description of the project:

• Responsible for conducting contractually required Initial Health Screenings welcome calls outreach to new enrollees. Analyze and report overall results.
• Data Entry
• Make outbound and receive incoming calls. Leave voicemails if a member does not answer the call.
• Identify and overcome barriers for members to complete needed health screenings
• Review and analyze data for call reports to adjust needed-to-call approaches for members to obtain information.
• Must be able to ask and deal with sensitive topics/questions
• The camera on 100% during training-training is for 2 days and then they will shadow team members before making own calls.

Describe the performance expectations/metrics for this individual and their team:

• They must conduct three attempts to reach a member with an overall team goal of 45% each month.

Tell me about what their first day looks like:

• Greeting, setting up system access, and learning about Coordinated Care.

What previous job titles or background work will be in this role?

• Customer Service Rep, Outbound person to person experience.

Required Skills/Experience/Education:

• 1 years of RECENT Customer Service Outbound Call Center Experience in healthcare/managed care
• Empathy Skills (will need to ask member personal questions on the assessment.
• Proficient in Typing for documentation, Strong Proficiency in Microsoft Office -Excel, Computer Skills, Tech Savvy, and Multitasking skills. Bilingual preferred.
• High School Diploma or GED required.

Job Type: Contract

Salary: $19.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Experience:

• Call center: 1 year (Required)
• Outbound calling: 1 year (Required)
• Healthcare Insurance: 1 year (Required)

Ability to Commute:

• Seattle, WA (Required)

Work Location: Remote