[Hiring] Member Engagement Specialist @Community Care of North Carolina Inc

Role Description

The Member Engagement Specialist is responsible for telephonic outreach and screening of identified members based on plan stratification for care management with a call center approach. An experienced and energetic communicator, the engagement specialist is focused on deepening program participation as well as making members aware of CCNC (plan) programs and offerings.

• Conduct continual telephonic outreach to identified and referred members focused on engaging members with care management services.
• Receive and manage referrals from data reports; clinical care management team members, PCP, or other service providers for efficient screening and linking members with care management.
• Complete and document member screenings tools and refer clinical needs to most appropriate clinical care management team member for assessment and follow up.
• Schedule members for face-to-face or telephonic encounters for care management follow up.
• Meet daily and monthly program productivity and engagement metrics.
• Complete all assignments within expected timeframes.
• Notify supervisor promptly of any issues with receiving or sending referrals, making timely care management assignments, or issues with carrying out any other duties assigned.
• Abide by department guidelines, company policies, and HIPAA regulations.
• Perform other duties that assist in keeping the operation organized and functional.
• Attend departmental and corporate meetings.
• Understand and uphold CCNC goals, objectives, and standards.

Qualifications

• High School/GED.
• Prior telephonic call center experience desired.
• Minimum of two years previous work experience, preferably in a health care setting.
• Healthcare experience and medical terminology knowledge highly preferred.
• Bilingual preferred.
• Managed care experience a plus.

Requirements

• Strong Initiative.
• Performance metric driven and productivity mindset.
• Strong oral and written communication proficiency.
• Attention to detail.
• Organizational and Time Management Skills.
• Strong Interpersonal Skills.
• Critical Thinking Skills.
• Resourceful - Able to shift strategy or approach in response to the demands of a situation.
• Team-oriented.
• Adaptable - Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
• Motivational Interviewing Skills.
• Knowledge of Care Management Principles.
• Ability to work independently and to use sound judgment when needed.
• Multi-tasking Abilities.
• Outgoing and energetic attitude.
• Respectful customer service skills.
• Ability to provide information in a manner that is culturally and linguistically appropriate.
• Knowledge of and experience working in member or clinical data systems.
• Computer skills required including various office software and the internet; experience with MS Office software preferred.

Working Conditions

• The job environment is primarily an office or home environment.
• Routinely there may be some minor physical inconveniences or discomforts in the work setting, including sitting for moderate periods of time and repetitive wrist motion.
• Travel using personal vehicle may be required within the region and/or the State.
• The job environment can be intense as high volume, repetitive work is an expectation.
• A structured call center schedule of a 1-hour lunch and two breaks should be expected.
• Hours are 8:00am to 5:00pm, Monday - Friday.

Benefits

• Make a meaningful impact on youth and families across North Carolina.
• Work with a supportive and collaborative care team.
• Competitive Benefits Package effective first day of employment.
• Opportunities for growth, training, and bonus incentives.