[Hiring] Care Advisor, Care Concierge @The Helper Bees

Role Description

As a Care Advisor, Care Concierge, you will be responsible for assisting benefit recipients with navigation of the product platform, recommendations for service offerings, and supporting the completion of orders on behalf of the member. This team utilizes the results of assessments, screenings, and their knowledge of community-based resources to help clients achieve their care journey goals. The Care Concierge Associate is responsible for administrative tasks supporting members with planning, organizing, and executing their benefits.

Shift: Monday-Friday 2:30 PM–11:00 PM EST

Supervisory Responsibilities

• None

Duties/Responsibilities

• Answer inbound calls to assist members with completing assessments and recommend a plan for services based on member needs and capabilities.
• Make outbound calls to follow up with members.
• Help members and families develop their capacity of and access to resources including but not limited to:
  • Homecare
  • Meals
  • Transportation
  • Errands
  • Home Modification
  • Pest Control
  • Social Support Services
• Participate in the coordination and scheduling of services.
• Other duties as assigned/necessary.

Performance Metrics

• Call Metrics:
  • Inbound calls - 30 second average for speed of Answer
  • Quality Assurance of at least 80%
  • After Call Work Time
• NPS Survey Average: Maintain an average score on member satisfaction surveys, reflecting exceptional service delivery and positive interactions with members.
• Attendance Adherence: Adherence to scheduled shifts and breaks, low occurrences of unplanned absences or tardiness, ensuring consistent availability to assist members.
• Testimonial Submissions: Obtain member testimonial submissions from satisfied members, showcasing exceptional service delivery and positive outcomes achieved through member support efforts.

Qualifications

• Passionate about improving health outcomes through home and community-based services.
• Computer proficiency and knowledge of clerical functions.
• Interpersonal and telephonic communication skills.
• Excellent written/verbal communication skills.
• Proven experience answering inbound calls.
• Ability to work with multi-disciplinary teams.
• Excellent time-management and organizational skills.
• You thrive in working in a fast-paced start-up environment.
• Change doesn’t scare you, in fact, it does the opposite -- it fuels you!
• Must be 18 years of age or older.

Education and Experience

• High School Diploma preferred.
• Experience in Public/Community Health, or related field preferred.
• Experience in one or more of the following areas: Social Services, Care Coordination, Healthcare Navigation, Public Health, Community Organizing, Volunteer Work.

Physical Requirements

• Ability to remain at your designated workstation for the duration of the workday.
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen).

Benefits

• This position offers the flexibility of remote work at approved locations within the United States.
• Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data.
• Enjoy the convenience and comfort of working remotely while contributing to our team's success.

Company Description

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit our careers page to view all current job openings.