Outreach Specialist (Iowa)

Elevance Health•Urbandale, IA

4d•Hybrid

About The Position

This field-based role enables associates to primarily operate in the field, traveling to client sites or designated locations as their role requires, with occasional office attendance for meetings or training. This approach ensures flexibility, responsiveness to client needs, and direct, hands-on engagement. The Outreach Specialist is responsible for serving as the initial and main point of Field contact between the Company and current and potential members. Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.

Requirements

HS Diploma or equivalent.
Minimum of 1 year of customer service experience, or any combination of education and experience that would provide an equivalent background.
For Medicaid business units, a Community Health Worker Certification must be obtained in the first 6 months of employment.

Nice To Haves

Understanding of the basic principles of managed care and the concepts of publicly financed health insurance such as Medicaid and SCHIP programs is preferred.
Microsoft excel experience preferred.

Responsibilities

Responds to telephone, written, and in-person inquiries and initiates steps to assist regarding issues relating to content or interpretation of benefits, policies and procedures.
Provides timely and accurate resolution of inquiries and issues regarding benefits, services and policies.
Supports and promotes State Sponsored Programs through participation in community events.
Represents State Sponsored Programs in community collaborations.
Supports member access to care through home visits, processing of reports, and distribution of collateral materials.
Performs new member orientations.
Provides superior quality outcomes by taking ownership of issues to ensure timely resolution or follow-up.
Provides superior, professional, and courteous service to customers.
Comprehends the various cultural and linguistic needs of the Medicaid and SCHIP population.
Knowledge of the various health and social services available in the assigned region with a special emphasis on services offered by community based organizations.
Ability to work professionally with the company's associates, community-based organizations, providers and plan members.
Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
Strong verbal and written communication skills, both with virtual and in-person interactions.
Attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely.
Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
Performs other duties as assigned.