Intake Care Senior Representative

Intake Care Senior Representative
*Location: Fully Remote
**Schedule: Monday-Friday; 10:30am-7:00pm CST
Training: Monday-Friday; 8:30AM-5:00PM CST
Initial Assignment Length: ~6 months with possibility for extension/conversion based on performance, attendance and business need.
Pay Range: Up to $21/hour, paid weekly
Benefits: Health, dental + vision insurance available!

Client: A global health insurance provider whose mission is to improve the health, well-being, and peace of mind of those the company serves. Become a part of this ever-growing, deeply caring, and collaborative healthcare industry leader today!

*Candidates must have a reliable internet connection.
**Candidates can be located anywhere in the US but must be able to accommodate the schedule and training schedule provided.

The top 3 skills needed in candidates are empathy, strong technology skills and multi-tasking.

Education
Due to the complexity of assessing members for risk of harm and substance use concerns, legal requires a bachelor's degree in the mental health field or psychology/social work-related field (family communications, health coaching, community/public health or other related major), or a bachelor's degree in an unrelated field and 2-3 years of experience in the behavioral health field.

Summary
This role is a non-clinical customer service position within an inbound call center (sometimes outbound) that supports Evernorth Behavioral Health. Advocates are responsible for handling inbound calls from both members and providers or their office support staff regarding mental health or substance use disorder services. Advocates guide and assist the members and providers to help them work with Client/Evernorth more effectively and ensure first call resolution.

Within a call an Advocate may:

• Use active listening and empathy skills to triage and assess for risk of harm and substance use concerns
• Coordinate with multiple matrix partners, and facilitate seamless hand offs to clinical partners for timely support
• Communicate eligibility, generate a list of provider referrals, quote benefits, or advise of authorization requirements for services
• Write authorizations to ensure claims are paid correctly
• Provide follow-up on issues by making outbound calls when necessary
• Send resources to members and providers via email
• Submit a complaint on the members or provider's behalf
• Independently problem-solve to ensure accurate information is given, and exceptional customer service and first call resolution is achieved

Skills Needed

• Customer Service experience
• Prior experience working in a patient focused mental health environment preferred
• Ability to maintain a professional and positive image to external customers
• Candidate must possess superb interpersonal communication skills
• Effective listening and organizational skills, with the ability to manage multiple tasks
• Intuitive technical capabilities with the ability to quickly understand and apply working knowledge on several proprietary systems
• Independent problem solving skills
• Able to excel and/or prior successful experience in a virtual team environment
• Strong time management skills
• Ability to type effectively and have strong PC skills

Training
Initial training for this position will be focused on member calls regarding triage, referrals, benefits, eligibility, and other support resources. Additional training on provider calls will take place once an Advocate becomes proficient in speaking to members.

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