Job Description: 

The HRS Member Engagement Representative applies excellent member engagement skills to facilitate health risk screening completion by assigned health plan members.

ROLE AND RESPONSIBILITIES

• Engage Health Plan member and employ professional techniques during verbal communications, electronic correspondence, and text-based interactions with each member.

• Conduct a large volume of outbound and inbound Member outreach calls in a timely manner.

• Accurately document all Member outreach calls in our Data Management Solution.

• Complete Health Risk Screenings on assigned health plan members by asking predefined questions and documenting responses.

• Proper execution of member referral/concerns/grievances when applicable.

• Document timely member observations requiring administrative notification of any critical member issues/concerns.

• Interact with staff and members to optimize workflow efficiency.

• Follow all Policies and Procedures of SCCP.

• Comply with Performance Goals / Contract Deliverables.

• Participate in all SCCP mandatory and CMS regulatory training.

• Attend all staff meetings – in person or telephone (if unable to attend, responsible for knowledge of content).

• Abide by all SCCP information security policies, procedures, protocols, and practices.

• Participate in regular information security management trainings.

• Develop a comprehensive understanding of SCCP information security policies.

• Learn to recognize information security risks and report them when they are identified.

• Comply with SCCP user access policies.

• Comply with SCCP password policies.

• Comply with SCCP data protection policies and guidelines.

• Comply with SCCP internet use policies and guidelines.

• Abide by SCCP policies and guidelines for protecting personal workspaces from security risks.

• Abide by SCCP principles and policies related to confidentiality.

• Demonstrate respect for individual diversity (culture, ethnicity, gender, race, religion, age, economic status).

• Other duties as assigned by Direct Report.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High School Diploma or Equivalent Required.

• Minimum of 1 year of Call Center Representative Experience Preferred.

• Minimum of 1 year in a Customer Service role Preferred.

PREFERRED SKILLS

• Excellent verbal communication skills.

• Ability to interact with health care professionals in a professional manner.

• Computer Literate – Word, Google Doc and Excel.

• Able to multi-task, manage time and set priorities.

• Able to remain coachable and teachable at all times.