Inbound Engagement Specialist (Bilingual)

This role is an opportunity to make a significant impact on the lives of individuals and communities affected by addiction. The main responsibility is to engage with individuals struggling with substance use disorders and educate them about the comprehensive care and personalized support provided by Eleanor Health. The goal is to establish trust and understanding, and guide them towards the appropriate services offered by Eleanor Health. The role involves communicating the value of Eleanor Health's care mode, verifying insurance eligibility, scheduling appointments, facilitating telehealth sessions, and reaching out to individuals with substance use disorders. Bilingual English/Spanish proficiency, customer-facing experience in healthcare, and strong communication skills are desired. The position offers a competitive compensation package and benefits.

• Understand Eleanor Health’s care mode and communicate its value in a clear, compassionate, and non-judgmental way
• Understand how insurance works, verify insurance eligibility, and communicate patient cost sharing responsibility
• Field inbound communications through various intake channels, qualify patients for Eleanor Health’s care, and schedule appointments
• Perform virtual intakes and communicate with members for telehealth sessions
• Collaborate online with care team members to enroll new members, make appointments, verify insurances, and collect co-payments
• Outreach to individuals with Substance Use Disorders to establish a relationship and inform them about Eleanor Health’s services
• Bilingual English/Spanish proficiency
• Have 3-4 years of customer-facing experience, preferably in a healthcare setting, particularly behavioral health or substance use treatment
• Experience working from home in a contact center environment, handling a high number of calls each day
• Comfortable using technology such as computer telephony and EMR software for documenting patient interactions and scheduling appointments
• Strong interpersonal communication skills, written communication skills, and active listening abilities
• Highly empathetic, non-judgmental, open-minded, and resilient
• Build trust quickly and explain complex concepts such as insurance and care in easily understood conversations
• Motivational interviewing skills
• Highly motivated and self-directed with the ability to multitask
• Enjoy working in a fast-paced, collaborative environment
• Available to work any shift between Monday - Friday from 8am-8pm EDT
• Flexible time off, including PTO and wellness days
• Observed company holidays and floating holidays
• Fully covered medical and dental insurance plan, with affordable vision coverage
• 401(k) plan with a 3% match

• Bilingual English/Spanish
• 3-4 years of customer facing experience, preferably in a healthcare setting, particularly behavioral health or substance use treatment
• Experience working from home in a contact center environment, fielding a high number of calls each day
• Experience and comfortable using technology such as computer telephony & EMR software to document patient interactions & schedule patients for appointments
• Strong interpersonal communication skills, written communication skills, and active listening abilities
• Highly empathetic, non-judgmental, open-minded, and resilient
• Able to build trust quickly and can translate complex concepts such as insurance and care into easily understood conversations that put potential patients at ease
• Highly motivated and self-directed with the ability to multitask between phone calls, documentation, and collaboration with other team members
• Enjoy working in a fast-paced, collaborative environment
• Availability to work any shift between Monday - Friday from 8am-8pm EDT

• Flexible time off that includes 80 annual hours of PTO accrued monthly + 10 wellness days granted on day 1
• 9 observed company holidays + 3 floating holidays
• Fully covered medical and dental insurance plan, with affordable vision coverage
• 401(k) plan with 3% match
• Short-term disability fully paid by Eleanor
• Long Term Disability
• Life Insurance options
• Family Medical Leave
• Mindfulness App Reimbursement
• 1 year subscription to TalkSpace
• Paid Membership to Health Advocate, One Medical, and Teladoc