Health and Wellness Coach

Clinical Columbus, Ohio


**This position is located at our office in Columbus, OH**

The Health and Wellness Coach is responsible for conducting telephonic health coaching sessions with eligible participants. The primary function of this position is to engage the eligible participant to create and maintain a culture of health in their personal lives. The Health & Wellness Coach is responsible for developing a collaborative health coaching relationship with participants, and is accountable for assisting the participant through the process of actively working towards better healthy providing support, encouragement, and education through motivational interviewing. When schedules allow, the Health & Wellness coach is responsible for assisting to take in-bound care coordination calls to assist Quantum’s mission in providing the best member experience as our members navigate their healthcare journey.

Essential Roles and Responsibilities

  • Utilize evidence based coaching skills, works with members to set health related goals and develop and implement effective strategies to reach those goals
  • Provide coaching and education related to the following topics: nutrition, exercise, sleep, and stress management, tobacco cessation
  • Assess health, environment, nutrition, and behavioral areas of concerns using a variety of assessments
  • In response to assessments, coach and problem solve with member to identify and address specific goal(s) to support health and behavior change
  • Apply motivational interviewing technique when engaging with members telephonically
  • Utilize PIVIT systems, documents member goals, member reported data, behavioral outcomes, and administrative details of active and non-active cases
  • Gather detailed and accurate information on assigned members and enters data into electronic systems and communication logs
  • Create and sustain a supportive member-focused environment for behavior change
  • Assures all member referrals are completed on a timely basis and documented according to client procedure.
  • Manages time to ensure that appointments are kept and appropriate follow-up is done in a timely manner
  • Complete outbound calls to engage with participants that are eligible for program enrollment and will provide necessary health coaching to reduce or eliminate high-risk behaviors
  • Complete outbound calls to members regarding participation in Tobacco Cessation
  • Complete outbound calls to re-engage unresponsive program participants in Tobacco Cessation
  • Guide members and providers through the cost and complexity of healthcare.
  • Answer inbound calls or online inquiries regarding claims, benefits, eligibilities, provider searches and other health-related inquires, as well as following up with members to ensure their needs have been met.
  • Provide exceptional customer service to members, providers, office staff, and other representatives via inbound and outbound calls as well as online inquiries
  • Use Quantum Health's systems and technology to accurately document all contacts related to patient care
  • Conduct research on members' behalf to resolve healthcare issues
  • Identify and escalate issues to appropriate team members for resolution

Skills and Qualifications

  • Bachelor's degree in a health-related field required.(e.g. Wellness, Exercise Physiology, Public Health, Health Science, Nutrition, or Health Promotion)
  • Prefer a minimum of one year of experience
  • Knowledge of current health issues and behavior-change strategies
  • Ability to manage multiple members with different employer coaching structures and benefit plans
  • Achieve or maintain Role-related certifications (e.g. health education, Certified Health Education Specialist, health coaching, nutrition)
  • Experience with telephonic health coaching preferred
  • Exceptional customer focus
  • Demonstrated ability to work with diverse populations and cultural backgrounds
  • Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
  • Ability to figure things out creatively with appropriate and creative use of resources
  • Willing to accept flexibility in weekday working hours; needs to be available from 7:00 AM -10:00 PM based on business need
  • Demonstrated accuracy and productivity in a changing environment
  • Bilingual (Spanish/English) is helpful, not required
  • Tobacco-free status for one year