Remote- Bilingual Customer Service Rep- Care Navigator (Temporary)

Homebase Medical is getting back to basics. Our mission is to optimize the quality of life for homebound older adults, allowing them to live independently and with dignity in their own homes. We make house calls – enabling access to quality wrap-around services for homebound older adults with complex health needs while improving the quality of their lives, right at home. We offer an array of medical and chronic care services and we’re backed by SCAN, a not-for-profit organization that has a history of supporting and improving the health and independence of older adults for over 45 years. The Care Navigator deliver highly effective and efficient customer solutions through inbound and outbound calls, listening and responding to member needs or issues. Enhance member satisfaction and access to quality care by identifying member needs and proactively assisting members with accessing appropriate resources. This is a temporary 3 - 4 month full-time remote role. Hours are 8:30am to 5pm PT. Responsibilities include:

• Handle inbound and outbound member communications, ensuring accurate and satisfactory responses to inquiries and concerns while facilitating appointment scheduling in a professional and efficient manner.
• De-escalate situations involving dissatisfied members, offering patient assistance and support.
• The Care Navigator 4U Rep will call members to educate them about benefits and resources available, offer support to connect with providers or other healthcare services, and meet the objectives of care or coordination gaps.
• Collaborate with other benefit programs and/or SCAN resources. Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention.
• Makes outbound calls to members based on identified health interventions or quality initiatives, HRA, Welcome Calls and provider Diagnoses verification. Encourages and provides assistance to members who may encounter obstacles to seeking care. Participate in member calling projects as assigned by management to support overall care navigation goals.
• Utilizes department desktop procedures, workflows, job aids and training material. Identifies barriers to work processes and brings to the attention of the supervisor/manager. Log and trend common member issues to identify communication flow and workflow gaps.
• Maintains the member‘s right to privacy and protects operations by keeping information confidential.
• Adheres to all quality, compliance, and regulatory standards to achieve quality outcomes.
• The Care Navigator 4U Rep will increase member satisfaction by following up and resolving member issues, concerns, and questions in an efficient, timely and accurate manner; coordinate resolution internal departments, as needed.
• Consistently meet and/or exceed the departmental standards, including, but not limited to: quality, productivity, and adherence to schedule and attendance.
• Follow all appropriate Federal and State regulatory requirements and guidelines applicable to operations, as documented in company policies and procedures. Follow all HIPAA requirements.
• Document transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals.
• Actively support the achievement of Homebase Vision and Goals.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. Qualifications and Experience:

• Bachelor's Degree preferred
• 2 years customer service experience required.
• Call Center or provider office experience a plus.
• Bilingual preferred.
• Ability to deal with ambiguity in a dynamic environment, while working cross-functionally and collaboratively across the organization.
• Ability to research, analyze and resolve member issues independently, while demonstrating compassion and responsiveness.
• Ability to effectively present information and respond to questions from members, providers, peers and management.
• Ability to speak using clear and professional language and answer telephone using appropriate etiquette.
• Ability to work in a fast paced environment with changing priorities, while maintaining a calm demeanor.
• Technologically savvy and able to utilize information systems effectively.
• Strong interpersonal skills, including excellent written and verbal communication skills.
• Ability to appropriately maintain confidentiality.
• Seek to build trust, respect, and credibility with all partners through full, honest, consistent, and coordinated communication.
• Demonstrated time management and priority setting skills; ability to multi-task and manage the changing needs of the members.

Strong interpersonal skills, as well as strong written and verbal communication skills. What's in it for you?

• PayScale information: $21.78 - $31.15 per hour
• Medical Benefits
• Sick Time
• 401k

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