Customer Support Associate - REMOTE

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, 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. 

In this role, you will provide exceptional customer service while demonstrating the flexibility to cover shifts across multiple time zones. This is a fully remote position.

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.
• Promote and sell additional healthcare services. 
• Complete Health Risk Assessments with members telephonically.
• Schedule appointments and service requests. 
• Accurately document responses in the medical chart.
• Complete scheduling for all needed services.
• Adapt to a rotating schedule that may range from 8a-7p, and potential weekends to meet the needs of customers across various time zones. 
• Performs other related duties as assigned by management.

SKILLS & QUALIFICATIONS

• Ability to speak English fluently.
• Spanish-speaking preferred 
  • ***Bilingual Premium is available for those who qualify***
• Sales skills, including persuasion and negotiation, upselling and cross-selling, and closing members. 
• Member-centric approach to calls. 
• 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 in a confidential manner.
• 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.

BENEFITS & TOTAL REWARDS

• Paid Orientation and Training 
• Insurance – Medical, Dental, Vision, and Life
• 401k Plan – 3% match
• Employee Assistance Program
• Tuition Reimbursement
• Continued Education Support
• Mileage Reimbursement (if applicable)
• Referral Bonuses
• Paid Holidays (8 days)
• Paid Time Off (15 days)
• Paid Volunteer Hours 

COMPETENCIES & CHARACTER

• 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.