Job description

Job Title: Patient Engagement Representative

Reports To: Member Engagement Manager

Location: Houston, TX

Status: Non-exempt

Signing Bonus: Signing bonus may be applicable based on experience.

Summary: The Member Engagement Representative is responsible for coordinating appointments for the new and established members of our contracted ACE provider network. The incumbent will perform welcome calls to new members along with providing educational guidance as an introduction to ACE. They will work in tandem with an Interdisciplinary Care Team (ICT) to address the member’s medical and psychosocial needs.

Essential Duties and Responsibilities

• Guide members in understanding and accessing the benefits they are entitled to under their assigned health plan.
• Assist with coordination of member’s health care and social service needs in conjunction with the clinical team.
• Maintain documentation of member interactions within Altruista documentation system.
• Initiate referrals to various internal and external departments and community agencies.
• Participate in departmental phone outreach campaigns as required.
• Other projects and duties as assigned.

Required Skills

• Flexibility to keep up with a fast-paced work environment and implementation of new work processes.
• The ability to work efficiently while keeping abreast of new information.
• Develop and maintain effective interpersonal relationships with internal and external contacts.
• Maintain accurate records and documentation.
• Ability to maintain established phone stats/production standards that support contractual requirements.
• Work with ICT to expedite the resolution of member concerns.
• Communicate effectively, professionally, both verbally and in writing with individuals from varying cultural and ethnic backgrounds.
• Ability to identify and quickly escalate physical and/or psychosocial needs as identified through the screening process.
• Ability to work with minimal supervision
• Detail oriented.

Qualifications:

• Healthcare experience preferred but not required
• Strong interpersonal skills; self-driven and responsible
• Computer skills in MS-Office is required, including Excel and Word

Education/Experience:

• 3+ years’ experience working with the needs of seniors or persons with disabilities (SPD) in a customer/member service capacity
• Call center experience preferred
• Medicare, Medicaid and health services experience preferred
• Knowledge of Altruista
• Bilingual in English/Spanish or English/Vietnamese is highly preferred

Physical Demands:

The employee must occasionally lift and/or move up to 25 pounds.

Reasonable Accommodation:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay
• Signing bonus

Ability to commute/relocate:

• Houston, TX 77054: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: One location

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