Healthcare Engagement Coordinator

2 weeks ago


Phoenix, Arizona, United States VBCare Network LLC Full time
Job Summary

We are seeking a highly motivated and detail-oriented Healthcare Engagement Coordinator to join our team at VBCare Network LLC. As a key member of our team, you will play a critical role in supporting our Medicare and Medicaid engagement and relationship building programs.

Key Responsibilities
  • Make and manage beneficiary outreach calls and public phone calls, review and triage correspondence, respond to emails regarding Medicare beneficiary questions, address beneficiary inquiries, resolve complaints, and process beneficiary grievances with management.
  • Provide explanations to members and others regarding ABC Network programs, opportunities to voluntarily enroll in ABC Network, and any benefit enhancement or benefit incentives that are available under the program.
  • Document member contacts in customer relations software system.
  • Coordinate with appropriate ABC Network and VBCare Network staff or participating provider staff to resolve member issues and document the issue resolution.
  • Participate in training programs for health center staff regarding beneficiary engagement and improving beneficiary relations.
  • Quickly build trust and rapport with members, serving as the primary point of contact to assist them prior to being handed off to different areas of our programs.
  • Take ownership of any issues that come your way to provide members with an experience that exceeds their expectations. Identify and escalate member feedback to help us improve our products and services.
  • Provide social support by listening to the concerns of the patient and referring to appropriate support resources.
  • Conduct thorough research to understand patient's healthcare needs, healthcare utilization and best resources available by leveraging electronic tools, spreadsheets and reports to facilitate research and identify innovative approaches.
  • Participate in CMS approved outreach and marketing efforts for increasing the number of voluntary enrollments.
  • Understand ABC Network programs in depth, explain the program to patients, caregivers and providers and handle objections creatively.
Requirements
  • Bilingual Spanish speaker required.
  • Able to read and write Spanish desired.
  • 2+ years of related experience in patient engagement, community outreach or customer service, preferably in the medical/healthcare industry.
  • A minimum of an associate degree preferred.
  • Experience with MS Office, Power Point, and Excel.
  • Must be a Permanent Arizona resident.
  • Valid Arizona Driver's License.
Skills and Competencies
  • Must have a passion for assisting our population of Medicare and Medicaid patients live a better life with proper healthcare and support that they need.
  • Must be detailed oriented.
  • Must be an excellent communicator, both verbal and written.
  • Energetic and engaging.
  • Must have strong customer relationship skills.
  • Good presentation skills.
  • Must be a self-starter and capable of working independently.
  • Knowledge of Medicare program is helpful.
  • Must be a strong problem solver.
  • Must be results oriented.


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