Intake Care Senior Representative
3 weeks ago
At Tailored Management, we are seeking a highly skilled Intake Care Senior Representative to join our team. As a key member of our Behavioral Health Advocacy team, you will play a critical role in providing exceptional customer service to our members and providers.
Key Responsibilities:- Answer inbound calls from members and providers, utilizing active listening and empathy skills to triage and assess for risk of harm and substance use concerns.
- Coordinate with multiple matrix partners, and facilitate seamless hand offs to clinical partners for timely support.
- Communicate eligibility, generate a list of provider referrals, quote benefits, or advise of authorization requirements for services.
- Write authorizations to ensure claims are paid correctly.
- Provide follow-up on issues by making outbound calls when necessary.
- Send resources to members and providers via email.
- Submit a complaint on the members or provider's behalf.
- Independently problem-solve to ensure accurate information is given, and exceptional customer service and first call resolution is achieved.
- Candidate must possess superb interpersonal communication skills.
- Effective listening and organizational skills, with the ability to manage multiple tasks.
- Intuitive technical capabilities with the ability to quickly understand and apply working knowledge on several proprietary systems.
- Independent problem-solving skills.
- Ability to excel and/or prior successful experience in a virtual team environment.
- Strong time management skills.
- Ability to type effectively and have strong PC skills.
Initial training for this position will be focused on member calls regarding triage, referrals, benefits, eligibility, and other support resources. Additional training on provider calls will take place once an Advocate becomes proficient in speaking to members. The training schedule is Monday through Friday 8:30 AM - 5:00 PM CT. Once training is complete, standard shifts occur Monday through Friday 7:00 AM - 7:00 PM CT.
We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual with a passion for providing exceptional service, we encourage you to apply for this exciting opportunity.
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