Temporary Onboarding Specialist bei Commonwealthcare
Commonwealthcare · Boston, Vereinigte Staaten Von Amerika · Remote
- Professional
Position Summary
The Onboarding Specialist is the primary contact for members as they transition to a CCA health plan. The Specialist contacts new members via telephonic outreach and identifies both the member’s existing healthcare services that will continue and new service requests. The Specialist works to ensure that member needs are addressed through liaising with internal CCA providers and external healthcare providers. The Specialist also educates the member on health plan offerings and addresses members’ questions or concerns.
Supervision Exercised: No
Essential Duties & Responsibilities
Serves as the primary member contact and advocate until their care team is established, both through direct member outreach and inbound call support
Leverages internal and external resources (such as claims, referrals, and pharmacy data) to identify accurate, successful contact information for unreachable or hard-to-reach members
Orients new members to the value of CCA as their health plan, providing education, answering members’ questions, anticipating, and meeting member needs and concerns
Documents members’ current healthcare services and new service requests
Ensures members continue to receive current healthcare services as they transition to CCA through healthcare provider outreach and education
Schedules new members’ initial nurse intake visits
Utilizes communication skills such as motivational interviewing to gain agreement from members to participate in the onboarding process, persistently forging trusting relationships and engaging individuals not readily interested in connecting with CCA
Utilizes established workflows and collaborates with internal and external stakeholders and healthcare providers
Provide clinical care to members via telehealth technologies (video, chat, etc.) for a clinically appropriate clinical care and care management services.
Working Conditions
Office environment with extensive telephonic communication
Required Education
Bachelor’s Degree or relevant experience in call center and/or Medicare/Medicaid plan
Required Experience
5+ years’ experience
1+ years’ experience working in outreach or in the community with individuals who have behavioral, medical, social, or interpersonal complexities impacting their lives
Experience working in a multi-cultural setting
Experience using motivational interviewing techniques in a professional setting
Desired Experience
Experience identifying unmet healthcare needs and escalating to the appropriate individual preferred
Experience with electronic medical record and care management systems strongly preferred
Required Knowledge, Skills & Abilities
Demonstrated understanding of the community served
Familiarity with data entry and querying databases to identify key information about members
Excellent communication skills, including the ability to convey information clearly telephonically and in a culturally sensitive manner
Strong interpersonal and customer relation skills, including active listening skills, dependability, and responsiveness
Compassionate, understanding, and patience
Motivates, empowers, inspires, and collaborates with members while effectively establishing boundaries by clarifying roles, expectations, and deliverables
Ability to develop and maintain positive working relationships with peers, supervisors, and other organizations
Ability to multitask and ensure all work is completed thoroughly and completely in a fast-paced environment with competing demands
Basic computer skills
Professional, comprehensive, clear documentation
Familiarity with Microsoft Office programs: Outlook, Calendar, Word
Willing to learn and utilize telehealth technologies (video, chat, etc.), when appropriate, for a variety of clinical care and care management services.
Desired Knowledge, Skills & Abilities
Knowledge of some medical terminology preferred
Required Language(s)
English
Desired Language(s)
Bilingual preferred
Other
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear
The employee is occasionally required to walk; sit; and stoop, kneel, crouch, or crawl
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move more than 100 pounds
Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus