Intake Care Senior Representative

Intake Care Senior Representative
*Location: Fully Remote
**Schedule: Monday-Friday; 9am-5:30pm CST or 10am-6:30pm CSR
Training Schedule: Monday-Friday; 8:30AM-5:00PM CST
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 The Personal Advocate position is responsible for representing Client Behavioral Health (CBH) to all inbound callers within a call center environment and assuring caller's contact with CBH is positive. Advocates are many times the first encounter customers have with Client and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.

This position services calls in a warm and empathetic manner as many of the calls are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the caller's needs. Based upon the call type and requests advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and Client training to effectively address callers needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal CBH materials to achieve first time resolution for callers.

Responsibilities:
The primary responsibility of the Advocate role is answering calls from customers including providers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services.

Within a call an advocate may:

• Register participants in the intake system and opens case files
• Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
• Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
• Provide participants with names and phone numbers of nearest providers
• Multi-task by maneuvering through various computer programs and screens

• Write authorizations to ensure claims are paid correctly.
• Provide follow-up calls to participants to ensure correct information is given
• Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
• Send complaints to initiate grievance process for customers

• Providing high quality customer service as identified by Advocacy department quality standards
• Using independent problem solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
• Understanding the business needs of the role, while balancing the needs of the customer
• Taking an educational approach to ensure callers are able to understand the complexities of accessing care
• Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within Client

• Previous customer service experience or related position
• Superb interpersonal communication
• Effective listening and organizational skills
• Ability to manage multiple tasks, setting priorities where needed
• Independently problem solve, with ability to function without constant supervision
• A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
• Ability to learn new workflows and tasks quickly
• Ability to work independently and be a team player
• Previous call center environment experience preferred
• Computer multi-tasking - working in numerous screens while staying engaged with customer

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