Social Service Plus Specialist - Fully Remote!

Centauri Health Solutions provides technology and technology-enabled services to payors and providers across all healthcare programs, including Medicare, Medicaid, Commercial and Exchange. In partnership with our clients, we improve the lives and health outcomes of the members and patients we touch through compassionate outreach, sophisticated analytics, clinical data exchange capabilities, and data-driven solutions. Our solutions directly address complex problems such as uncompensated care within health systems; appropriate, risk-adjusted revenue for specialized sub-populations; and improve access to and quality of care measurement. Headquartered in Scottsdale, Ariz., Centauri Health Solutions employs 1700 dedicated associates across the country. Centauri has made the prestigious Inc. 5000 list since 2019, as well as the 2020 Deloitte Technology Fast 500™ list of the fastest-growing companies in the U.S. For more information, visit www.centaurihs.com.

Role Overview

The Social Service Specialist serves Centauri’s clients by working with client members/ patients by phone to address and respond to identified needs related to Social Determinants of Health (SDOH) not otherwise provided by the clients and/or Best Benefits or Premium Assist Services. Social Service Specialist will contact/respond to referred members/patients for the purpose of introducing Social Service services, provide information and direction related to benefits eligibility and application process, screen member/patient for interest in community social service resources, may also provide members/patients with printed information regarding benefits or social service resources.

The Social Service Specialist will follow Centauri established processes to reconnect with members/patients to determine outcome of, and resolution of, members eligibility and application for local/state/federal social service benefits and ensure member/patient access to needed community social service resources.

The Social Service Specialist will maintain current and active records of all member/patient contacts and effectively document interactions based on established Centauri procedures.

The Social Service Specialist makes a warm transfer to identified local community agency to assist member /patient expedite services and may also make a warm transfer to the client as indicated by identified need and contractual procedure.

Role Responsibilities

• Responds to calls from client’s members or patients requesting assistance with determining eligibility for benefits or access to community social services.
• Engages members in standardized assessment to identify needs and eligibility for resources related to social determinates of health.
• Research, using identified database(s), benefits/community resources available to meet specific person’s needs.
• Provides options of resources to member and with members input, assesses which resource(s) will be accessible to member. Validates member’s understanding and recording of information provided.
• Assists the member/patient in accessing identified resources which may include a warm transfer to the identified agency.
• Where available, provides written information via email or mail to members/patient, identifying applicable social service community resources.
• Communicates with members/patients via phone, and clarifies the details of Centauri Health Services, properly sets expectations for process and communication to ensure member understanding.
• Leverages technology and account processing workflows; maintains data integrity with accurate and concise documentation in Centauri Health Services Compass systems and contracted resource systems.
• Assists members and takes appropriate action to secure resources contracted by Centauri client.
• Follows established workflow for member follow-up contact to determine outcome and resolution of member identified needs.
• Provides warm transfer of member/patient to client as indicated by identified need outlined by contracted Centauri client.
• Documents all member contact in Centauri Health Solutions database.
• Communicates regularly and works effectively with supervisor and team to ensure that resource information is current and correct. Effectively maintains records of identified incorrect /outdated resource information.
• Perform miscellaneous clerical tasks (fax, file, data entry, scan, index). Promptly take and return all calls. Answers questions regarding resources. Completes other duties as assigned.
• Maintains positive professional relationship with client members / patients throughout resolution of identified problems.
• Ensures member/patient satisfaction through scheduled follow-up contact to validate member/patient receipt of benefits/services.
• Manage a high volume of outbound/inbound phone calls.
• Performs miscellaneous administrative tasks as required.
• Partners with leadership for continuation training
  
  

Role Requirements

• High School Diploma or GED equivalent
• 1 years of experience working in a professional office & fast-paced environment
• 1 year working in Customer Service Center
• At least one year of social services or health care experience desired
• Proficient skills with MS Office and Windows operating system
• Excellent telephone skills
• Excellent analytical skills
• Excellent interpersonal skills
• Excellent written/verbal communication
• Strong Literacy (grammar, spelling, math)
• Basic knowledge of social services
• Effective and empathetic phone communication
• Knowledge and comfort engaging individuals of diverse cultural and ethnic backgrounds
• Basic knowledge of issues and challenges faced by under served and vulnerable populations
  
  

We believe strongly in providing employees a rewarding work environment in which to grow, excel and achieve personal as well as professional goals. We offer our employees competitive compensation and a comprehensive benefits package that includes generous paid time off, a matching 401(k) program, tuition reimbursement, annual salary reviews, a comprehensive health plan, the opportunity to participate in volunteer activities on company time, and development opportunities. This position is bonus eligible in accordance with the terms of the Company’s plan. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Centauri currently maintains a policy that requires several in-person and hybrid office workers to be fully vaccinated. New employees in the mentioned categories may require proof of vaccination by their start date. The Company is an equal opportunity employer and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.