What are the responsibilities and job description for the Coordinator, Community Outreach position at Independent Living Systems?
About Us
Join us in making a career in Independent Living Systems, an industry leader in managing home and community-based programs for over 20 years. Independent Living Systems, LLC and its subsidiaries offer a comprehensive range of clinical and third-party administrative services to managed care organizations and providers that serve high-cost, complex member populations in the Medicare, Medicaid, and Dual-Eligible Market. ILS provides tailored integrated solutions aimed at improving health outcomes while rebalancing costs, addressing social determinants of health and connecting members with community-based resources.
Position Summary
The Community Outreach Coordinator is responsible for managing large amounts of inbound and outbound calls in a timely manner. This individual is expected to follow call center “scripts” when handling a variety of member topics. Identify the customers’ needs, clarifying information, researching issues and providing solutions. The Community Outreach Coordinator are trained and provided tools on how to properly handle escalated calls. The Community Outreach Coordinator will report issues beyond their scope or skillset to the appropriate Team Lead. The representative’s skills will be developed through frequent and recurring training.
Essential Functions
Core duties and responsibilities include the following. Other duties may be assigned.
- Providing prompt, accurate and excellent service to internal and external customers by exhibiting good listening skills that recognize the root of the problem and the ability to resolve issues independently, accurately and courteously.
- Receiving incoming calls and handling them using the Single Source Resolution Method whenever possible.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/ customer team sales targets and call-handling quotas.
- Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
Go the extra mile and engage customers.
Education and Experience
- High school diploma or equivalent
- 1 year customer service experience; health related preferred
EEO Statement
In compliance with the Drug-Free Workplace Act of 1988, Independent Living Systems has a longstanding commitment to provide a safe, quality-oriented, and productive work environment. Alcohol and drug abuse pose a threat to the health and safety of ILS employees and to the security of the company’s equipment and facilities. For these reasons, ILS is committed to the elimination of drug and alcohol use and abuse in the workplace.
Independent Living Systems, LLC, and its subsidiaries, including FCC, provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, disability, ancestry, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
