Intake Care Senior Representative (100% REMOTE)

Spectraforce

Bloomington, Minnesota


12 days ago

Remote

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Job Description

Job Title: Intake Care Senior Representative (100% REMOTE)
Duration: 05 Months
Schedule: Training Schedule will be Monday-Friday; 8:30 AM-5:00 PM CST; Ongoing Schedule will be Monday-Friday; 10:30 AM-7:00 PM CST
 
Note:
  • Position is 100% Remote.
  • Candidates should be in CST or PST due to the schedule needs
  • Top 3 skills needed in candidates are empathy, strong technology skills, and multi-tasking.
  • Candidates MUST have a reliable internet connection.
 
Duties:
  • The Personal Advocate position is responsible for representing Client Behavioral Health (CBH) to all inbound callers within a call center environment and assuring caller’s contact with Client BH is positive. Advocates are many times the first encounter customers have with the Company and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.
  • This position services calls in a warm and empathetic manner as many of the calls are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the caller’s needs. Based upon the call type and requests advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and Company training to effectively address callers needs in an educational manner.
  • This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal Client BH materials to achieve first time resolution for callers.
 
Responsibilities:
The primary responsibility of the Advocate role is answering calls from customers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services.
 
Within a call an advocate may:
  • Register participants in the intake system and opens case files
  • Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
  • Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
  • Provide participants with names and phone numbers of nearest providers
  • Multi-task by maneuvering through various computer programs and screens
 
As needed an advocate may also:
  • Write authorizations to ensure claims are paid correctly.
  • Provide follow-up calls to participants to ensure correct information is given
  • Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
  • Send complaints to initiate grievance process for customers
 
On all calls an advocate is responsible for:
  • Providing high quality customer service as identified by Advocacy department quality standards
  • Using independent problem solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
  • Understanding the business needs of the role, while balancing the needs of the customer
  • Taking an educational approach to ensure callers are able to understand the complexities of accessing care
  • Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within the Company.
 
Skills:
  • Previous customer service experience or related position
  • Superb interpersonal communication
  • Effective listening and organizational skills
  • Ability to manage multiple tasks, setting priorities where needed
  • Independently problem solve, with ability to function without constant supervision
  • A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
  • Ability to learn new workflows and tasks quickly
  • Ability to work  independently and be a team player
  • Previous call center environment experience preferred
  • Computer multi-tasking - working in numerous screens while staying engaged with customer
 
Education:
  • Bachelor's degree in mental health field or psychology/social work related field required (can also include:  family communications, health coaching, community/public health or other related major). NOTE: This is a non-clinical role and does not require a license
  • Previous customer service experience or related position
  • Previous call center environment experience preferred
 
CPRA: Notice to California Applicants: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
  

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $19.00/hr.

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