Healthcare Customer Service( Health Risk)

Job Title: Healthcare Customer Service( HRA)Contract : 3-4 Months Contract (High Possibility of extension)Location: 100% RemoteDuties:

The Medicare Population Health HRA Care Navigator is responsible for outreaching to client Healthcare Medicare customers to screen health, lifestyle, care coordination needs and engage them in internal Population Health programs. Job related functions include telephonic customer outreach to complete health screenings, educating customers on available benefits, coordinating with internal teams to ensure timely hand-off to appropriate care teams, and maintaining documentation for regulatory review. The HRA Navigator must ensure all necessary information is collected, reviewed, and processed according to established policies.

Skills:

Potential activities that may occur during telephonic customer interaction will vary, but may include:

• Completing telephonic HRA's or processing incoming mailed or faxed HRA's

• Assisting with the scheduling of medical appointments

• Connecting customers to case management and community resources

• Addressing gaps in care and educating customer on having an annual face-to-face visit with their provider

• Educating customers on plan benefits

• Routing customer referrals to appropriate care management team based on identified needs

• Escalating customer concerns or issues appropriately

Requirements:

• Possesses strong written and verbal communication skills with a focus on top-quality customer service and health care coordination
• Empathetic attitude with ability to offer emotional support
• Experience and knowledge of multiple aspects of the health care industry
• Excellent listening skills
• Helps customers identify problems or barriers and navigate health care services
• Passion for the proper care and well-being of customers
• Proficient in computer application skills and navigation, including email (Outlook), spreadsheets (Excel), Word processing, and data input, including ability to utilize dual monitors
• Works well in a team approach with strong interpersonal skills
• Ability to handle multiple tasks, set priorities, and develop action plans
• Detail-oriented
• Knowledge of regulatory requirements with emphasis on Medicare

Outbound and inbound calls to complete a health risk assessment of Medicare Advantage customers. Need someone familiar with medical terminology as the assessment focuses on the customer's perception of their health needs, social needs, mental health, and physical functioning. Must be good at having a conversation and listening.Top 3 Non-Negotiable Skills:

• Customer service skills as the job is all phone-based and with our customers
• Must need to learn and apply quickly in using a computer and Excel
• Problem solver
• Needs to be dependable and wants to work

Preferred Experience:

• 2-5 years in a medical setting servicing those needing health care
• Looking for staff who can have a conversation, show empathy, listen to what is being shared, document accurately what was shared, and assist the customer in next steps if needs are identified by referring to our care management teams

Keywords:Education:

• High school diploma, college degree preferred or equivalent managed care experience
• High school diploma or GED minimally. Not looking for licensed staff
• 1+ years' experience in managed care or related work in Health Services with emphasis on population management preferred
• 1+ years' experience with processes that involve telephone contact and process management preferred