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Engagement Specialist
2 months ago
Engagement Specialist
The Engagement Specialist is the first impression members receive of CareBridge's mission and 24/7 telehealth services program. Working in a fast-paced environment, this team member is responsible for providing excellent customer service while encouraging members to opt-in and utilize this benefit.
Responsibilities:
* Perform telephonic outreach, and potentially outreach through other channels, to eligible members receiving home and community-based services
* Answer calls from and make calls to members, direct support professionals, caregivers, and family members in order to schedule them for their initial appointment
* Apply appropriate engagement tactics to drive higher engagement and a good understanding of the 24/7 program value proposition
* Identify, document, and resolve member concerns to ensure interest and participating in the program
* Use multiple systems to track and record participant information using clear and concise notes
* Work collaboratively with clinical staff, social workers, and pharmacists to ensure CareBridge members receive individualized and timely care Monitor, label, and distribute faxes related to participant medical records
* Maintain excellent punctuality and attendance during work hours and schedule adherence
* Manage large amounts of inbound and outbound inquiries and document all interactions
* Meet personal/team metrics
* Other duties as assigned
Qualifications:
* High school diploma required or comparable work experience
* 3+ years' experience in customer service
* Interest in helping vulnerable populations
* Experience delivering persuasive messaging
* Expertise in phone etiquette
* A warm, engaging personality with the ability to connect with individuals telephonically
* Solution-oriented and a creative problem solver
* Inspires a positive and collaborative work environment
* Ability to work in a metric and goal-oriented environment
* Experience with conflict resolution, defusing, and de-escalating upset callers
* Calm, unhurried approach that inspires confidence
* Highly organized and pays attention to detail
* Self-starter with a propensity to follow-up and follow-through
* Previous experience using electronic medical/health records systems, Outlook, and Microsoft Office Suite
Those who thrive at CareBridge tend to possess these qualities:
* An entrepreneurial spirit
* A tenacious self-starter
* Flexible and adaptable to a constantly changing workload
* Must enjoy working in a fast-paced environment
* A sense of humor and a down-to-earth nature
* Exhibits a "Speed of Trust" demeanor
* A drive to assist the member by going above and beyond to simplify their experience
Employment Type: Full-Time, Salaried Position
Location: Onsite in Nashville, TN
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