Life Services Member Engagement Specialist I

Job Summary:

Life Services Member Engagement Specialist I is responsible to act as first point of contact for new Life Services members and direct them through the Intake Process.

Essential Functions:

Act as first point of contact for new Life Services/JobConnect members, and direct them through the intake process

Starts each intervention with members wondering, “What does the world look like for this person, and how can I meet him or her where they are?  What are his or her unique needs, and how can CareSource help?”  In each interaction, the employee will aspire to help the member to feel informed, empowered, and supported by CareSource

• Answer and route incoming telephone calls to proper personnel or initiate intake process for first-time callers; verify and complete intake process for each new member
• Create and maintain new member files
• Provide timely and accurate documentation
• Actively participate in team meetings maintain basic knowledge of department activities
• Maintain basic knowledge of department activities
• Build and strengthen member relationships by providing quality customer service
• Maintain communication with new members after Life Services events by confirming next steps and continuing the on-board process
• Assist in auditing member data to ensure accuracy
• Perform data entry and basic analysis, including specialization in pulling specific reports as needed
• Manages all aspects of departmental Member Assistance Fund requests
• Assist with the provision of health education, wellness materials, member benefits, as directed
• Perform any other job duties as requested

Education and Experience:

• High School Diploma or GED required
• Associates degree in business or related field or equivalent years of work experience is preferred
• Minimum of two (2) years of experience in administrative support or customer service required

Competencies, Knowledge and Skills:

• Proficient with Microsoft Office, including Outlook, Word, Excel and PowerPoint
• Strong written and verbal communication skills
• Ability to work independently and within a team environment
• Effective listening and critical thinking skills
• Time management skills
• Customer service oriented
• Experience engaging customers telephonically
• Effective problem-solving skills with attention to detail
• Strong interpersonal skills and high level of professionalism
• Skilled at multi-tasking
• Proficient in database management
• Experience within Microsoft Dynamics CRM preferred
• Experience within Guiding Care (Altruista) and Streamline preferred
• Demonstrate compassion, support and collaboration with members and families
• Self-motivated and inquisitive
• Comfort with asking pertinent questions
• Ability to work in a fast-paced environment
• Ability to demonstrate and promote ethical conduct
• Ability to develop positive relationships with all stakeholders
• Awareness of community & state support resources
• Organized , detail-oriented and conflict resolution skills
• Ability to keep composure and professionalism during times of high emotional stress
• Ability to maintain confidentiality and act in the company’s best interest
• Proven track record of demonstrating empathy and compassion for individuals
• Proven track record for improving processes to make things easier for those you have served

Licensure and Certification:

To help protect our employees, members, and the communities we serve from acquiring communicable diseases, Influenza vaccination is a requirement of this position. CareSource requires annual proof of Influenza vaccination for designated positions during Influenza season (October 1 – March 31) as a condition of continued employment. Employees hired during Influenza season will have thirty (30) days from their hire date to complete the required vaccination and have record of immunization verified.

CareSource adheres to all federal, state, and local regulations. CareSource provides reasonable accommodations to qualified individuals with disabilities or medical conditions, sincerely held religious beliefs, or as required by state law to enable the employee to perform the essential functions of the position. Request for accommodations will be completed through an interactive review process.

Working Conditions:

General office environment; may be required to sit or stand for extended periods of time