Description

Position Summary

The Member Engagement Specialist handles inbound and outbound contacts to discuss the Kidney Health Management program to promote the benefits and enroll members referred from Health Plans and/or providers. The Member Engagement Specialist works diligently to meet department productivity, quality, and customer service goals.

Responsibilities

• Establish trusting, supportive, collaborative relationships with members and their caregivers
• Answer inbound calls from members, providers, and other resources courteously, respectfully, and timely
• Capture relevant information about the member’s demographics and healthcare information and document it in the member’s record
• Conduct a minimum of daily outreach calls to a targeted list of eligible patients to describe the benefits of Healthmap’s Kidney Health Management program and enroll
• Follow approved scripts, ensuring members understand and are comfortable with the terms, and respond to resistance persuasively and with professional courtesy
• Present a positive, professional, high-energy engaging approach to members and team members
• Receive inbound self-referral member calls to enroll in Healthmap’s KHM program
• Report member complaints and escalations immediately to Supervisor following the policy and procedure established
• Meet daily/weekly/monthly goals set by the department (i.e., number of outbound calls and enrollments targets)
• Maintain transparent communication by appropriately communicating organization information to the team through daily huddles, team & department meetings, one-on-one meetings, appropriate email, IM, and regular interpersonal communications
• Comply with all OSHA and HIPAA policies along with all policies and procedures established by Healthmap
• All other duties as assigned

Requirements

• 2 years of outbound contact center experience in a healthcare environment required
• Previous outbound call center or high-volume experience working in a metrics-driven environment
• Flexible to work a structured schedule that includes evening hours up to 7:00 p.m. AT in an office setting in Guaynabo, PR
• Bilingual Spanish/English
• Residency in Puerto Rico required

Skills

• Exceptional customer service, active listening, verbal and written communication skills
• Persuasive with the ability to overcome resistance while treating all members with professional courtesy
• Must be compassionate and empathetic
• Ability to use multiple systems at the same time, while making calls
• Must be proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint

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