Customer Support Scheduler Bilingual - 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

The Customer Service Scheduler is responsible for coordinating and maintaining a full schedule of in-home wellness assessments and other preventative screenings for our field staff. As a CSS, you will provide inbound/outbound front office support within the service center to coordinate communication efforts, between other member services, and members via phone support, customer services, surveys, and scheduling.

Typical business hours range from Monday-Saturday, 7a-7p.

As a CSS, you will have the ability to operate remotely from any of the following states:

AL, AZ, FL, IL, KY, MN, 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 customer service by respecting all clients.
• Demonstrate professional, appropriate, and effective communication with clients, families, and other team members to ensure continuity of care.
• Perform outbound calls to members to schedule their wellness assessments on behalf of the health insurance in their home or via telehealth.
• Work collaboratively within a team setting to provide positive outcomes for patients and demonstrate a positive and professional attitude while providing customer service by respecting all members.
• Complete monthly satisfaction questionnaire calls.
• Responsible for the management of field staff calendars and ensuring their schedules are full.
• Proactively review, monitor, and adjust calendars for maximum efficiency.
• Maintain patient confidentiality, following all HIPAA guidelines and regulations.
• Participate in forming solutions for presenting problems and determining realistic goals.
• Answer incoming calls about service inquiries.
• Make outgoing calls including, but not limited to, observation, missed visits, discharge, satisfaction, and others.
• Schedule appointments and service requests.
• Answer incoming calls.
• Make outbound calls.
• Complete scheduling for all needed services.
• Performs other related duties as assigned by management.

SKILLS & QUALIFICATIONS

• Ability to speak English and Spanish fluently.
• Spanish-speaking is 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 in a confidential manner.
• Excellent written and verbal communication skills.
• Problem-solving and analytical skills.
• Diligence and accuracy.

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 (9 days)
• Paid Time Off (15 days)
• Paid Volunteer Hours

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 & WORK ENVIRONMENT

• 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.