Outbound Healthcare Engagement Specialist
1 week ago
Outbound Healthcare Engagement Specialist
apree health is seeking dedicated 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 for the success of our offerings, requiring an unwavering focus on customer satisfaction, exceptional teamwork skills, and a genuine interest in the nuances of technology-driven health solutions.
**Key Responsibilities:**
- Deliver exemplary service representing apree health and our partners to both internal and external stakeholders.
- Conduct outbound business-to-consumer (B2C) communications within a healthcare framework.
- Employ motivating and engaging techniques to encourage members to address known discrepancies in their healthcare.
- Guide members through their medical benefits with clarity and support.
- Demonstrate resilience in navigating challenging interactions with members.
- Take initiative in resolving customer service and healthcare navigation challenges comprehensively.
- Accurately interpret and explain insurance documentation, assisting members in understanding and rectifying any issues.
- Coordinate appointments with healthcare providers on behalf of members.
- Advise and educate members on beneficial programs, services, and preventive care options.
- Proactively identify and address barriers to care for members whenever feasible.
- Document all interactions thoroughly in the Salesforce CRM system.
- Collaborate with third-party partners while advocating for our members within established guidelines.
- Maintain a high level of familiarity with our applications and their functionalities.
- Provide navigation and interpretation of insurance details to members, including coordination of benefits and connections to quality providers.
- Adhere to all applicable privacy regulations and guidelines.
- Meet established performance metrics related to call volume, attendance, and other criteria.
- Respond to service requests through various channels in a timely manner.
- Perform additional duties as assigned.
- Willingness to work flexible hours, including occasional weekends or evenings.
- Preferred qualifications include a bachelor’s degree in a relevant field or equivalent experience.
- Prior experience in healthcare contact centers or related fields is advantageous.
- Demonstrated customer service skills and a commitment to professional growth in the wellness sector.
- Strong attention to detail and adherence to compliance standards.
- Excellent organizational skills and the ability to manage multiple tasks effectively.
- Strong verbal and written communication skills.
- Familiarity with digital tools and applications, including Salesforce Service Cloud.
- Ability to adapt to a fast-paced environment with changing demands.
- Positive and professional demeanor in all customer interactions.
- Availability to work a full-time schedule.
- Spanish language skills are a plus.
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