Outreach Specialist I

Essential Duties and Responsibilities

• Contacts Health Plan members via provided lists to secure appointments with field providers to deliver complete health risk assessments
• Must follow specific talking points and protocols associated with member outreach calls
• Secures visits via scheduling software efficiently, utilizing all available provider capacity when possible
• Demonstrates excellent customer service skills at all times
• Utilizes exceptional communication and social skills to clearly explain the importance of agreeing to complete the annual assessment
• Utilizes up to six (6) different software applications simultaneously, often while the member is on the line
• Conduct follow up calls to members one business day prior to scheduled date to ensure the visit success and to minimize provider frustration, member abrasion as well as to meet budgeted call volumes and completed appointments
• Must confirm and verify all demographic and contact information as well as follow HIPAA guidelines on every call when applicable
• Verify member’s insurance active status and accurately enter the insurance information at the time of patient registration
• Escalate any problems or concerns associated with field providers to the manager
• Meet set performance standards and departmental goals and metrics

In this role you may work with. . .

Required Knowledge, Skills, and Experience

• High School graduate or equivalent
• Strong computer skills with proficiencies in Microsoft Office, Microsoft Access and various internet-based applications
• Self-motivated and able to work independently
• Demonstrable success in quickly building telephonic relationships with prospective customers

Preferred Knowledge, Skills and Experience

• 1+ year of call center experience, or relevant tele-sales experience
• Basic knowledge of medical terminology
• Experience with integrated voice/IT systems

Conditions of this role to be aware of. . .