HRA Call Center Agent

Independent Living Systems

1d

About The Position

We are seeking an HRA Call Center Agent to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations. The HRA Call Center Agent plays a critical role in delivering exceptional customer service by assisting members to complete Health Risk Assessments (HRAs). The HRA Call Center Agent is responsible for conducting HRAs over the phone with members, collecting and documenting their medical history, and referring members to appropriate resources and providers for preventive care services to support overall health and wellness. Ultimately, the HRA Contact Center Agent’s main goal will be to ensure that members receive the best possible care and support.

Requirements

• High school diploma or equivalent
• 1+ years of experience in a contact center or customer service role
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to multitask
• Basic knowledge of medical terminology and procedures

Nice To Haves

• Associate's or Bachelor's degree in a related field
• Experience in a healthcare or medical setting
• Bilingual in English and Spanish
• Certification in medical assisting or related field

Responsibilities

• Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
• Conduct health risk assessments over the phone with health plan members maintaining expected productivity levels.
• Collect and document members' medical history.
• Refer members to appropriate resources and providers for preventative care services to support overall health and wellness. Collaborate with healthcare professionals to ensure members receive the best possible care.
• Document call details, update member records, and utilize contact center systems and tools efficiently. Support departmental needs by completing special projects timely and handling additional calls as assigned.
• Maintain established standards for schedule adherence, attendance, quality, member satisfaction, and performance (including average handle time and after call work time).
• Perform other duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED