Life Services Member Engagement Specialist I

CareSource•Indiana WFH, IN

3d•$31,200 - $49,900•Onsite

About The Position

Life Services Member Engagement Specialist I is responsible to act as first point of contact for new Life Services members and direct them through the Intake Process. The role involves understanding the member's situation, needs, and how CareSource can assist, aiming to make members feel informed, empowered, and supported. This position requires creating and maintaining member files, providing accurate documentation, and participating in team meetings. A key aspect is building and strengthening member relationships through quality customer service and maintaining communication post-engagement to ensure a smooth onboarding process. The specialist will also assist in auditing member data, performing data entry and analysis, managing the Member Assistance Fund, and providing health education and wellness materials as directed.

Requirements

High School Diploma or GED required
Minimum of two (2) years of experience in administrative support or customer service required
Proficient with Microsoft Office, including Outlook, Word, Excel and PowerPoint
Strong written and verbal communication skills
Ability to work independently and within a team environment
Effective listening and critical thinking skills
Time management skills
Customer service oriented
Experience engaging customers telephonically
Effective problem-solving skills with attention to detail
Strong interpersonal skills and high level of professionalism
Skilled at multi-tasking
Proficient in database management
Demonstrate compassion, support and collaboration with members and families
Self-motivated and inquisitive
Comfort with asking pertinent questions
Ability to work in a fast-paced environment
Ability to demonstrate and promote ethical conduct
Ability to develop positive relationships with all stakeholders
Awareness of community & state support resources
Organized , detail-oriented and conflict resolution skills
Ability to keep composure and professionalism during times of high emotional stress
Ability to maintain confidentiality and act in the company’s best interest
Proven track record of demonstrating empathy and compassion for individuals
Proven track record for improving processes to make things easier for those you have served
Influenza vaccination is a requirement of this position.

Nice To Haves

Associates degree in business or related field or equivalent years of work experience is preferred
Experience within Microsoft Dynamics CRM preferred
Experience within Guiding Care (Altruista) and Streamline preferred

Responsibilities

Act as first point of contact for new Life Services/JobConnect members, and direct them through the intake process
Starts each intervention with members wondering, “What does the world look like for this person, and how can I meet him or her where they are? What are his or her unique needs, and how can CareSource help?” In each interaction, the employee will aspire to help the member to feel informed, empowered, and supported by CareSource
Answer and route incoming telephone calls to proper personnel or initiate intake process for first-time callers; verify and complete intake process for each new member
Create and maintain new member files
Provide timely and accurate documentation
Actively participate in team meetings maintain basic knowledge of department activities
Maintain basic knowledge of department activities
Build and strengthen member relationships by providing quality customer service
Maintain communication with new members after Life Services events by confirming next steps and continuing the on-board process
Assist in auditing member data to ensure accuracy
Perform data entry and basic analysis, including specialization in pulling specific reports as needed
Manages all aspects of departmental Member Assistance Fund requests
Assist with the provision of health education, wellness materials, member benefits, as directed
Perform any other job duties as requested