Customer Support Associate - HRA

ABOUT ADOBE

Adobe Population Health (APH) is a women-owned health solutions company founded in 2018 committed to positively impacting the lives we touch. The company has a culture of inclusivity and human kindness, based in Phoenix, AZ, with satellite locations in multiple states. APH has been recognized the last two years as one of “America's Fastest-Growing Private Companies” by Inc. 5000 and has earned a "Best Places to Work" award from the Phoenix Business Journal four years in a row.

As one of the country's few fully integrated healthcare providers, APH offers a range of services which include case management, in-home/in-clinic wellness assessments, preventative care, transitional care, and social work services. APH offers customized services for Medicaid, Medicare, and the ACA/Marketplace lines of business. 

POSITION PURPOSE

As a Customer Support Associate under Health Risk Assessments, you will connect personally with our third-party insurance members while conducting a brief assessment through telephonic interactions to compile data and complete the Health Risk Assessment. As a CSA, you will provide inbound/outbound calls to coordinate communication efforts between other member services, and members via phone support, customer services, surveys, and scheduling. 

Case Management support staff are limited to non-clinical activities and are prohibited from evaluating or interpreting any clinical data.  All non-clinical APH staff will be supervised by a clinical staff representative from APH who will be available to respond to any clinical questions or issues. Any abnormal clinical findings (e.g.: A1C, blood pressure, labs) identified by non-clinical staff should be reported promptly (during the time of the patient visit) to the member's Nurse of Record of the Nurse on Call (or to the RN Supervisor as a last resort). 
This is a fully remote position that can operate in any of the following states: 

AL, AZ, CO, FL, IL, IN, KY, LA, MO, NE, NC, NM, NV, NY, OR, TN, TX, UT, VA, WA, WI, WV, or WY.

DUTIES & RESPONSIBILITIES

• Demonstrate a positive and professional attitude in providing customer service by being respectful of all clients.
• Work collaboratively within a team setting to provide positive outcomes for patients.
• Participate in forming solutions for presenting problems and determining realistic goals.
• Demonstrate professional, appropriate, and effective communication with clients, families, and other team members to ensure continuity of care.
• Maintain patient confidentiality, following all HIPAA guidelines and regulations. 
• Answer incoming calls about service inquiries.
• Make outgoing calls including, but not limited to, observation, missed visits, discharge, and satisfaction, as well as others.
• Complete Health Risk Assessments with members telephonically.
• Accurately document responses in the medical chart.
• Complete scheduling for all needed services.
• Performs other related duties as assigned by management.

PRODUCTIVITY REQUIREMENTS

HRA Associates will be held to the following productivity standards: 

Must meet 225 points per week minimum (approx. 45 points per day/ approx. 6 points per hour)

• Point values are assigned as follows: 
  1. 3 points for each successful HRA with documentation completed. 
  2. 1 point for each unsuccessful attempt with documentation completed. 
  3. In the event of preapproved PTO usage- the employee will be awarded 6 points 
     per PTO hour used towards the calculation of weekly productivity points. 

• HRA Associate must achieve and maintain at least a 70% HRA success rate. 

***Failure to meet these above requirements can result in disciplinary actions including and/or up to termination of employment.  Productivity requirements are subject to change.***

SKILLS & QUALIFICATIONS

• Ability to speak English fluently.
• Spanish-speaking required. 
• Proficiency in Microsoft products.
• Strong organizational skills with the ability to multitask.
• Identify and resolve problems in efficient and effective ways.
• Ability to manage sensitive information confidentially.
• Excellent written and verbal communication skills.
• Diligence and accuracy.
• Problem-solving and analytical skills.

EDUCATION, LICENSES, & CERTIFICATIONS

• High School Diploma or equivalent required.
• Associate degree preferred.

CHARACTER & COMPETENCIES

• Courage – To have the courage to the right thing at the right time.
• Ownership – To take ownership of every issue you touch.
• Respect – To respect yourself, co-workers, and for those whom you care.
• Excellence – To be excellent in all that you do.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

PHYSICAL DEMANDS

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to sit.
• Occasionally required to climb, balance, bend, stoop, kneel, or crawl.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• May occasionally lift and /or move more than 30 pounds.
• Must be able to physically perform the essential duties of the position which include lifting 30 lbs., transporting materials, stooping, kneeling, crouching, reaching, use of hands, balancing, walking, standing, talking, hearing, and typing. 

EQUAL EMPLOYMENT OPPORTUNITY

APH is an Equal Opportunity Employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.