What are the responsibilities and job description for the Customer Support Associate - HRA position at Adobe Care and Wellness LLC?
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)
3 points for each successful HRA with documentation completed.
per PTO hour used towards the calculation of weekly productivity points.
SKILLS & QUALIFICATIONS
EDUCATION, LICENSES, & CERTIFICATIONS
CHARACTER & COMPETENCIES
PHYSICAL DEMANDS
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.
