Screening & Referral Specialist-Remote Must Reside In Metro Detroit

Easterseals MORC•Southfield, MI

2d•Remote

About The Position

Easterseals MORC is hiring a Screening and Referral Specialist to provide welcoming, empathetic, individualized customer service to people served and the general public. The role responds to inquiries about Easterseals MORC programs and services, helps people find community resources and referrals, and represents the organization by building interest in its services. The specialist handles inbound calls, website chats, and general emails; screens adults and children seeking services; coordinates service intakes; and determines whether requests are urgent, emergent, or routine so that appropriate referrals are made within the required timeframes. The role gathers demographic, insurance, presenting-problem, and other screening information; documents contacts in Salesforce and the Electronic Medical Record; and follows program processes, eligibility criteria, and policies. Assigned priority populations may change according to organizational priorities, grants, and workload equity.

Requirements

Associate degree in business, healthcare administration, or a related area.
Two years of responsible, full-time healthcare customer service experience.

Responsibilities

Engage individuals served and the general public in a welcoming, hopeful, and empathetic manner, providing individualized, professional customer service.
Answer inbound calls, website chats, and general emails, responding to questions about Easterseals MORC programs and services and helping people access community resources or referrals.
Represent Easterseals MORC and build interest in its programs and services.
Document call information in accordance with organizational policies and procedures, using Salesforce and the Electronic Medical Record.
Maintain a thorough understanding of program services, eligibility criteria, required timeframes, and referral workflows.
Work with assigned priority populations, which are set by the program director and supervisor and reviewed and communicated at least annually.
Determine the nature of inquiries and screen adults or children seeking services, gathering demographic, insurance, presenting-problem, and other required information.
Coordinate service intakes and connect Medicaid individuals to CMH Access for screenings when needed.
Determine whether incoming service requests are urgent, emergent, or routine and make referrals within the corresponding timelines.
Receive calls and requests for other programs, schedule appointments, and mail or email information and forms as assigned.
Manage and resolve customer complaints or direct them appropriately, escalating priority issues when needed.
Answer general and specific questions about departmental procedures, including inquiries that require detailed interpretation of policies and procedures.

Benefits

Low-cost dental, health, and vision insurance.
Dependent care reimbursement.
Up to five days of paid FMLA for maternity, paternity, foster care, and adoption.
401(k) retirement plan.
Paid leave options.
Bonus of up to $125 for taking five days off in a row.
Ten paid holidays and three floating holidays, with over 30 days total of paid time off.
Wellness programs.
Public Service Loan Forgiveness (PSLF) employer.
Bonuses and extra incentives.
Mileage reimbursement at the IRS rate.
Free financial planning services through LoVasco Consulting Group and SoFi partnerships.
Student loan repayment options.
Pet insurance.