What are the responsibilities and job description for the Care Advisor, Care Concierge - Remote position at Ovextech?
Job Summary :
As a Care Advisor, Care Concierge you will be responsible for assisting benefit recipients with navigation of the product platform, recommendations for service offerings, and supporting the completion orders on behalf of the member. This team utilizes the results of assessments, screenings, and their knowledge of community-based resources to help clients achieve their care journey goals. The Care Concierge Associate is responsible for administrative tasks supporting members with planning, organizing, and executing their benefits.
Supervisory Responsibilities :
None
Duties / Responsibilities :
Answer inbound calls to assist members with completing assessments and recommend a plan for services based on member needs and capabilities
Make outbound calls to follow up with members
Help members and families develop their capacity of and access to resources including but not limited to :
Homecare
Meals
Transportation
Errands
Home Modification
Pest Control
Social Support Services
Participate in the coordination and scheduling of services
Other duties as assigned / necessary
Performance Metrics :
Call Metrics :
Minimum of 70 Outbound Calls per day
Inbound calls - 30 second average for speed of Answer
Quality Assurance of at least 80%
After Call Work Time
NPS Survey Average : Maintain an average score on member satisfaction surveys, reflecting exceptional service delivery and positive interactions with members.
Attendance Adherence : Adherence to scheduled shifts and breaks, low occurrences of unplanned absences or tardiness, ensuring consistent availability to assist members..
Testimonial Submissions : Obtain member testimonial submissions from satisfied members, showcasing exceptional service delivery and positive outcomes achieved through member support efforts.
Requirements
Required Skills / Abilities :
Passionate about improving health outcomes through home and community-based services
Computer proficiency and knowledge of clerical functions
Interpersonal and telephonic communication skills
Excellent written / verbal communication skills
Proven experience answering inbound calls
Ability to work with multi-disciplinary teams
Excellent time-management and organizational skills
You thrive in working in a fast-paced start-up environment
Change doesn't scare you, in fact, it does the opposite - it fuels you!
Must be 18 years of age or older
Education and Experience :
High School Diploma preferred
Experience in Public / Community Health, or related field preferred
Experience in one or more of the following areas : Social Services, Care Coordination, Healthcare Navigation, Public Health, Community Organizing, Volunteer Work
