Onboarding Specialist

As the primary contact for members transitioning to a CCA health plan, the Onboarding Specialist ensures a smooth onboarding experience through telephonic outreach, education, and coordination with healthcare providers.

Responsibilities

• Serve as the primary member contact and advocate until their care team is established, handling both outbound and inbound communications.
• Leverage internal and external resources (claims, referrals, pharmacy data) to locate accurate contact information for unreachable or hard-to-reach members.
• Educate new members on CCA’s health plan offerings, address questions, and proactively meet member needs and concerns.
• Document members’ current healthcare services and new service requests.
• Ensure continuity of care by coordinating with healthcare providers during the transition to CCA.
• Schedule initial nurse intake visits for new members.
• Use motivational interviewing techniques to build trust and engage members who may be hesitant to connect with CCA.
• Collaborate with internal and external stakeholders, including healthcare providers, using established workflows.
• Provide clinical care to members via telehealth technologies (video, chat, etc.) for appropriate care and care management services.
• Perform other job-related duties as assigned.

Requirements

• Bachelor’s degree or equivalent experience in a call center and/or Medicare/Medicaid plan.
• Five years of relevant experience, with one year working in outreach or community settings with individuals facing behavioral, medical, social, or interpersonal complexities.
• Experience in a multicultural setting.
• Proficiency in motivational interviewing techniques.
• Preferred: Experience identifying unmet healthcare needs and escalating to appropriate parties.
• Preferred: Experience with electronic medical records and care management systems.

Skills

• Strong understanding of the communities served.
• Familiarity with data entry and querying databases to retrieve member information.
• Excellent communication skills, including clear telephonic communication and cultural sensitivity.
• Strong interpersonal and customer service skills, including active listening, dependability, and responsiveness.
• Compassion, patience, and the ability to motivate and collaborate with members while setting clear boundaries.
• Ability to develop and maintain positive working relationships with peers, supervisors, and external organizations.
• Basic knowledge of medical terminology (preferred).
• Ability to multitask and manage competing demands in a fast-paced environment.
• Proficiency in Microsoft Office (Outlook, Calendar, Word) and willingness to learn telehealth technologies.
• Strong documentation skills, ensuring clarity and completeness.

Pay

$47,400.00 - $76,000.00 annually. Salary is determined by a combination of education, training, experience, job scope, and external/internal data. Eligibility for performance-based bonuses may apply.

Benefits

CareSource offers a substantial and comprehensive total rewards package focused on employee well-being.