[Hiring] Social Service Specialist @Centauri Health Solutions

Role Description

The Social Service Specialist serves Centauri’s clients by working with client members/patients by phone to address and respond to identified needs related to Social Determinants of Health (SDOH) not otherwise provided by the clients and/or Best Benefits or Premium Assist Services.

• Contact/respond to referred members/patients to introduce Social Service+ services.
• Provide information and direction related to benefits eligibility and application process.
• Screen member/patient for interest in community social service resources.
• Provide members/patients with printed information regarding benefits or social service resources.
• Follow Centauri established processes to reconnect with members/patients to determine outcome and resolution of members' eligibility and application for local/state/federal social service benefits.
• Ensure member/patient access to needed community social service resources.
• Maintain current and active records of all member/patient contacts and effectively document interactions based on established Centauri procedures.
• Make warm transfers to identified local community agencies to assist members/patients in expediting services.
• Make warm transfers to the client as indicated by identified need and contractual procedure.

Qualifications

• High School Diploma or GED equivalent.
• 1+ years of experience working in a professional office & fast-paced environment.
• 1+ year working in Customer Service Center.
• At least one year of social services or health care experience desired.
• Proficient skills with MS Office and Windows operating system.
• Excellent telephone skills.
• Excellent analytical skills.
• Excellent interpersonal skills.
• Excellent written/verbal communication.
• Strong literacy (grammar, spelling, math).
• Basic knowledge of social services.
• Effective and empathetic phone communication.
• Knowledge and comfort engaging individuals of diverse cultural and ethnic backgrounds.
• Basic knowledge of issues and challenges faced by underserved and vulnerable populations.

Requirements

• Respond to calls from client’s members or patients requesting assistance with determining eligibility for benefits or access to community social services.
• Engage members in standardized assessment to identify needs and eligibility for resources related to social determinants of health.
• Research, using identified database(s), benefits/community resources available to meet specific person’s needs.
• Provide options of resources to member and, with member's input, assess which resource(s) will be accessible to member.
• Validate member’s understanding and recording of information provided.
• Assist the member/patient in accessing identified resources, which may include a warm transfer to the identified agency.
• Where available, provide written information via email or mail to members/patients, identifying applicable social service community resources.
• Communicate with members/patients via phone, clarifying the details of Centauri Health Services.
• Leverage technology and account processing workflows; maintain data integrity with accurate and concise documentation in Centauri Health Services Compass systems and contracted resource systems.
• Assist members and take appropriate action to secure resources contracted by Centauri client.
• Follow established workflow for member follow-up contact to determine outcome and resolution of member identified needs.
• Provide warm transfer of member/patient to client as indicated by identified need outlined by contracted Centauri client.
• Document all member contact in Centauri Health Solutions database.
• Communicate regularly and work effectively with supervisor and team to ensure that resource information is current and correct.
• Effectively maintain records of identified incorrect/outdated resource information.
• Perform miscellaneous clerical tasks (fax, file, data entry, scan, index).
• Promptly take and return all calls; answer questions regarding resources.
• Complete other duties as assigned.
• Maintain positive professional relationship with client members/patients throughout resolution of identified problems.
• Ensure member/patient satisfaction through scheduled follow-up contact to validate member/patient receipt of benefits/services.
• Manage a high volume of outbound/inbound phone calls.
• Perform miscellaneous administrative tasks as required.
• Partner with leadership for continuation training.

Benefits

• Comprehensive medical, dental, vision, and prescription coverage.
• Wellness program supporting overall well-being.
• Company-paid basic life and AD&D insurance.
• 401(k) plan with company match.
• Tuition reimbursement opportunities.
• Paid time off for vacation and illness.
• Six paid company holidays.
• Floating holiday.
• Company-paid training and computer equipment.
• Performance-based bonus program.
• Paid time off for volunteer activities.
• Employee referral bonus program.
• Career development and training opportunities, including leadership growth.