Telephonic Call center Specialist

About the position

Become a part of our caring community and help us put health first. The Telephonic Call Center Care Coach Specialist/Care Coach 1 assesses and evaluates member's needs and requirements to achieve and/or maintain optimal wellness state by guiding members/families toward and facilitating interaction with resources appropriate for the care and wellbeing of members. This position is based in the Orlando, FL area and involves both inbound and outbound calls from members, inquiries, or agents. The dialer will call the member and connect them to the associate automatically. The role employs a variety of case management strategies, approaches, and techniques to manage a member's case. It involves identifying potential eligibility for state and federal benefits through a screening process and ensuring that members are progressing towards desired outcomes by continuously monitoring their cases through assessments, data, and conversations with members, as well as active planning and educating members on potential resources.

Responsibilities

• Assess and evaluate member's needs and requirements for optimal wellness.
• Guide members and families toward appropriate resources for care and wellbeing.
• Manage member cases using various case management strategies and techniques.
• Identify potential eligibility for state and federal benefits through screening.
• Continuously monitor member's progress towards desired outcomes.
• Educate members on potential resources available to them.

Requirements

• 1 or more years of Inbound and/or Outbound Telephonic Call Center Experience (in past 5 years)
• Proficiency in Microsoft Office Programs, specifically Word and Excel.
• Current valid Driver’s license.
• Ability to travel up to 25% or more at times for home visits and events.
• Live in the Orlando, FL area.
• Availability to work Monday-Friday 8:00 AM-5:00 p.m. EST, with potential overtime including weekends/holidays.

Nice-to-haves

• Associate Degree
• Experience with Microsoft Office PowerPoint.
• Healthcare experience, particularly with Medicare & Medicaid recipients.
• Previous experience with electronic case note documentation.
• Knowledge of community health and social service agencies and additional community resources.
• Bilingual in English/Spanish, with the ability to speak, read, and write in both languages without limitations.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off, including company and personal holidays, volunteer time off, paid parental and caregiver leave.
• Short-term and long-term disability.
• Life insurance.
• Opportunities for personal wellness and smart healthcare decisions.