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Health Advocate
4 months ago
About the Role
The Health Advocate is an integral part of our operations team and is responsible for providing care coordination and health navigation services.
This individual will directly interact with members and providers. The Health Advocate will report to our Director of Concierge Care. This individual will work closely with other team members on the Human Services team at Concierge Care. This is a fantastic opportunity for a caring individual who enjoys working in a growing company, is passionate about improving health outcomes, and is committed to creating exceptional experiences for members and providers.
The ideal candidate has an exceptional track record of developing strong relationships with members and providers while exercising strong judgment in determining escalations to appropriate resources based on a holistic view of the member and the system in which we operate.
Key Responsibilities
Develop positive relationships with members and empower them to participate actively in their health and care.
- Receives and responds to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner.
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
Assists members with locating and receiving appropriate care and services based on their needs.
Refers members to community-based resources that can assist the member with self-care needs.
Answers incoming calls from members and addresses requests for support.
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
- Maintains performance and quality standards based on established contact center metrics.
- Provides customer service in a fast-paced contact center environment over the phone, via live chats and emails.
Demonstrates a strong commitment to the mission and values of the organization.
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
- Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
Performs other duties as assigned.
Qualifications:
Proficiency in using software programs such as Microsoft Word, Excel, Outlook, and Access.
Maintains and ensures the security/confidentiality of all personal health information (PHI) collected.
Strong organizational and interpersonal skills
Excellent written and verbal communication skills
Detail oriented.
Ability to multi-task and work independently.
Maintaining confidentiality and projecting a professional business image telephonically and in person.
Experience working with diverse populations seeking healthcare is preferred but not required.
