Engagement Specialist Health Integrated
THIS JOB HAS EXPIRED Description
Position is based in Tampa, FL Hours are Monday-Thursday 12:00-9:00 pm and Sunday 1:00-7:00 pm
JOB SUMMARY: This position is responsible for outbound calls to introduce and interest members in enrolling in the Synergy program. They are further responsible for managing inbound calls for members calling in to inquire about program participation.
Education/License/Certification: High School Diploma or GED required. Associates Degree or technical school preferred or equivalent relevant work experience.
Experience: One year experience in a telemarketing role, healthcare related business experience desirable. Previous experience as a concierge or health advocate or previous experience in a clinical sales role preferred. One year experience in a call center environment is preferred.
Superior verbal communication skills are required in order to effectively promote program services and coordinate services with participants
Must be able to clearly articulate program services, answer questions and provide support for members
Demonstrated success using consultative selling to establish trust and rapport with members
Ability to handle detail-oriented work with good problem solving skills.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Strong understanding of customer needs and requirements
Strong interpersonal skills with capacity to project warmth and empathy
Ability to independently prioritize workload
Effective listening and organizational skills
Ability to use multiple computer applications (i.e. database, word-processing) and ACD telephone system
Makes outbound calls to targeted members to invite them to participate in the program
Receives inbound calls from targeted members inquiring about the program
Explains how to use the Synergy program and its benefits to targeted members
Addresses members? questions and non-clinical concerns
Builds trust, rapport with members and establishes credibility of the program
Responsible for engaging members into active program participation, using consultative soft sales approach
Captures member communication preferences and contact information
Promotes and provides a customized set of program services and engagement options for members, based on members? different needs and/or preferences
Assigns members to appropriate Care Coach based on member preference, member need, or coach availability
Schedules first coaching call
Sends letters to members outlining the program services designed for that member, including the Coach?s name and short bio (if appropriate)
Provides updates about new program features
Contacts members as needed to alter customized program services
Coordinates with Synergy program clinical and non-clinical staff to ensure member satisfaction
Responsible for enrolling members into active engagement with the Synergy program
Accurately assesses member needs and requirements and guides them to appropriate program interventions
Handles member questions, concerns and complaints
Resolves complaints with first call
Acts as trusted resource to assist members in choosing program resources that will provide them with optimum outcomes.
Maintains an in-depth understanding of the Synergy program, including member identification criteria, interventions available and the ability to explain this clearly to members.
Becomes knowledgeable of all Health Plans and Health Integrated specific client information and consistently maintains that knowledge base.
||10008 North Dale Mabry |
Tampa, FL 33618
THIS JOB HAS EXPIRED