Outreach specialist-1

About the role

The Outreach Specialist serves as the initial and main point of field contact between the Company and current and potential members.

Responsibilities

• Responds to telephone, written, and in-person inquiries and initiates steps to assist regarding issues relating to content or interpretation of benefits, policies and procedures
• Provides timely and accurate resolution of inquiries and issues regarding benefits, services and policies
• Supports and promotes State Sponsored Programs through participation in community events
• Represents State Sponsored Programs in community collaborations
• Supports member access to care through home visits, processing of reports, and distribution of collateral materials
• Performs new member orientations
• Provides superior quality outcomes by taking ownership of issues to ensure timely resolution or follow-up
• Provides superior, professional, and courteous service to customers
• Comprehends the various cultural and linguistic needs of the Medicaid and SCHIP population
• Knowledge of the various health and social services available in the assigned region with a special emphasis on services offered by community based organizations
• Ability to work professionally with the company's associates, community-based organizations, providers and plan members
• Ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers

Requirements

• HS diploma or equivalent
• Minimum of 2 years experience in customer service, preferably in a managed care environment, medical office, or health insurance; or any combination of education and experience which would provide an equivalent background

Preferred skills, capabilities and experiences

• Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment
• Strong verbal and written communication skills, both with virtual and in-person interactions
• Attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely
• Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts