Outbound Healthcare Engagement Specialist

2 weeks ago

Sandy, Oregon, United States apree health Full time


Outbound Healthcare Engagement Specialist

apree health is seeking full-time Outbound Healthcare Engagement Specialists to enhance our Customer Support division. We are in search of intelligent and driven individuals with a background in the rapidly evolving healthcare and technology sectors. This role is crucial to the effectiveness of our services, requiring a strong customer-centric approach, exceptional teamwork skills, and a genuine interest in the nuances of technology-driven healthcare solutions.

Working hours are Monday to Friday, with shifts assigned post-training. Candidates must be available for full-time hours and demonstrate a commitment to excellence in customer service.

apree health is dedicated to establishing the first integrated health network that merges data-driven personalization with a coordinated care model, aiming to deliver value and improve the lives of those we serve. Our health navigation platform connects with numerous health vendors and benefits resources, creating a comprehensive application for all health-related needs.

We are looking for skilled and experienced call center professionals to take on the role of Outbound Healthcare Engagement Specialist. In this position, you will be tasked with reaching out to a selected group of health insurance members, primarily aiming to encourage them to take a more active role in their healthcare journey. We value individuals who possess the necessary experience or demonstrated capabilities in a fast-paced healthcare technology environment.

Key Responsibilities:
  • Deliver exceptional service on behalf of apree health, our clients, and partners to both internal and external stakeholders.
  • Conduct outbound business-to-consumer (B2C) calls within a healthcare context.
  • Employ motivational and engaging techniques to inspire members to address known discrepancies in their care.
  • Guide members through their medical health benefits with clarity and compassion.
  • Demonstrate resilience in navigating challenging interactions with members who may be hesitant or unresponsive.
  • Take ownership of resolving customer service and healthcare navigation challenges from initiation to resolution, striving to exceed customer expectations.
  • Interpret and explain insurance documents accurately, assisting members in understanding or rectifying any discrepancies.
  • Coordinate appointment scheduling with healthcare providers on behalf of members.
  • Advise and educate members on beneficial programs, services, and preventive care options.
  • Proactively identify and remove barriers to care for our customers' employees whenever feasible.
  • Document all interactions thoroughly in the Salesforce CRM system.
  • Collaborate with third-party business partners as an advocate for our customers' employees while adhering to defined responsibilities.
  • Maintain a high level of familiarity with our applications and their functionalities.
  • Provide navigation and interpretation of insurance details to employees of high-touch customers, including coordination of benefits and guidance to appropriate care levels.
  • Comply with all applicable HIPAA regulations and privacy guidelines.
  • Meet established performance goals related to call quotas, attendance, and other key metrics.
  • Respond to customer service inquiries within defined service level agreements via various communication channels.
  • Other related duties as assigned.
  • Flexibility to work occasional weekends or evenings, though this is uncommon. Typical hours are Monday through Friday, starting as early as 5:45 AM and concluding by 7 PM.
  • A bachelor's degree in a relevant field is preferred, or equivalent professional experience.
  • Prior experience in healthcare contact centers, healthcare provision, billing, or wellness settings is advantageous.
  • Relevant outbound calling experience in telemarketing or telesales is beneficial.
  • Demonstrated customer service skills, a professional work ethic, and a desire for growth within the wellness sector.
  • Strong focus on customer attention, rapid problem-solving, and thoughtful engagement.
  • Detail-oriented with a commitment to accuracy and compliance.
  • Exceptional organizational skills and attention to detail.
  • Able to manage multiple tasks and customer support requests simultaneously.
  • Capable of working independently as well as collaboratively within a team.
  • Excellent verbal and written communication skills.
  • Familiarity with online tools, including Google Suite; experience with Salesforce Service Cloud is a plus.
  • Experience assisting customers with mobile digital applications.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Maintain a positive, friendly, and professional demeanor with customers.
  • Commitment to working 40 hours per week.
  • Spanish language skills are a plus.
  • Minimal travel requirements, typically between 0% and 10%.
Compensation: $20-$26.50/hr. & bonus eligible (national average, premium markets may vary)

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