Outreach Call Representative - Temporary Assignment

Primary Responsibilities:

• The Community Affairs & Engagement Outreach Call Representative is responsible for making outbound calls to members and will be cross trained to assist with answering inbound member questions via telephone.
• The outreach call representative will enter all member inquiries in the Customer Relations Management (CRM) system.
• The outreach call representative will provide accurate information to callers regarding benefits, primary care provider assignments and appointments.

Tasks Performed:

• Conducts outreaches to members and ensures high-level service and productivity.
• Consistently adheres to all privacy and security standards in verifying caller’s ID and ability to share PHI.
• Verifies member eligibility using appropriate Data sources. Responds accurately and appropriately to member inquiries using appropriate resources.
• Consistently treats members with courtesy and respect as evidenced by review of written documentation, and call monitoring.
• Adheres to attendance and productivity standards. Utilizes language line services when needed and makes outbound calls or call backs as assigned.
• Documentation in CRM is clear and concise and states the caller’s request, actions taken, next steps and disposition of call.
• Answer incoming calls from members as needed.

Essential Functions:

• Makes outbound calls to members and adheres to the department turnaround times, quality level of 90% accuracy, and productivity levels.
• If assisting with inbound calls, will answer member requests according to department standards to support contractual requirements: Accurately identify, assess, document and addresses caller needs and steps taken to fulfill those needs.
• Appropriately considers the need for escalation to a Team Leader for appropriate CHW assignment.
• Demonstrate appropriate adherence to department standards as evidenced through department audit results and adheres to a 90% quality rating.
• Seeks assistance when appropriate from Team Leaders or research and documents inquiries promptly.
• Maintains and seeks to expand knowledge of program requirements and benefits.
• Utilizes resource materials to ensure accurate information is provided to members.
• Adheres to CHNCT's company policies and procedures. Computer proficient. Performs other tasks as required.
• This is an on-site position.

Requirements:

• CHNCT will provide reasonable accommodation that will permit the performance of these minimum physical requirements, absent undue hardship
• Normal visual acuity for use of PC workstation and reviewing hard copy documents.
• Manual dexterity for operating routine office equipment. Frequent verbal interaction with members, coworkers, contractors or vendors.
• Occasional light lifting and pulling (up to 20 lbs.); e.g., for file drawers or moving office materials.

Job Risk Level: Medium

Desired Education: High school diploma or secondary education

Desired Degree: High school diploma or GED

Desired Job Experience: One year in a customer service role in a health care setting. Call center experience or face-to-face customer service experience.

Other Qualifications: Proficiency in keyboarding and use of Microsoft Office Suite, previous experience in an electronically based/work/school environment. Outgoing and energetic attitude. Good listening skills. Ability to multi- task. Professional telephone etiquette.

CHNCT is an equal opportunity, affirmative action employer m/f/d/v and proud of the diversity of our workforce.

Important Note to Applicants: CHNCT as a company feels very strongly that we need to do what we can to help control the spread of COVID-19 infections. Therefore, all employees, contractors, consultants and agency temporary staff are required to be fully vaccinated to work at CHNCT. Reasonable accommodations for medical or religious exemptions will be provided with appropriate documentation for positions that do not have in-person/member visitation requirements.