Customer Support Associate - HRA

Adobe Care And Wellness LLC

18h•Remote

About The Position

As a Customer Support Associate under Health Risk Assessments, you will connect personally with our third-party insurance members while conducting a brief assessment through telephonic interactions to compile data and complete the Health Risk Assessment. As a CSA, you will provide inbound/outbound calls to coordinate communication efforts between other member services, and members via phone support, customer services, surveys, and scheduling. Case Management support staff are limited to non-clinical activities and are prohibited from evaluating or interpreting any clinical data. All non-clinical APH staff will be supervised by a clinical staff representative from APH who will be available to respond to any clinical questions or issues. Any abnormal clinical findings (e.g.: A1C, blood pressure, labs) identified by non-clinical staff should be reported promptly (during the time of the patient visit) to the member's Nurse of Record of the Nurse on Call (or to the RN Supervisor as a last resort). This is a fully remote position that can operate in any of the following states: AL, AZ, CO, FL, IL, IN, KY, LA, MO, NE, NC, NM, NV, NY, OR, TN, TX, UT, VA, WA, WI, WV, or WY.

Requirements

Ability to speak English fluently.
Proficiency in Microsoft products.
Strong organizational skills with the ability to multitask.
Identify and resolve problems in efficient and effective ways.
Ability to manage sensitive information confidentially.
Excellent written and verbal communication skills.
Diligence and accuracy.
Problem-solving and analytical skills.
High School Diploma or equivalent required.

Nice To Haves

Spanish-speaking preferred Bilingual Premium is available for those who qualify
Associate degree preferred.

Responsibilities

Demonstrate a positive and professional attitude in providing customer service by being respectful of all clients.
Work collaboratively within a team setting to provide positive outcomes for patients.
Participate in forming solutions for presenting problems and determining realistic goals.
Demonstrate professional, appropriate, and effective communication with clients, families, and other team members to ensure continuity of care.
Maintain patient confidentiality, following all HIPAA guidelines and regulations.
Answer incoming calls about service inquiries.
Make outgoing calls including, but not limited to, observation, missed visits, discharge, and satisfaction, as well as others.
Complete Health Risk Assessments with members telephonically.
Accurately document responses in the medical chart.
Complete scheduling for all needed services.
Performs other related duties as assigned by management.