What are the responsibilities and job description for the Sr Care Advocate Representative position at SCA Health?

Sr Care Advocate RepresentativeJOB_DESCRIPTION.SHARE.HTML

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United States
Surgical Management Solutions LLC
Customer Svs
Regular
Full-time
USD $21.50 / Hr.
USD $21.50 / Hr.
38722

SCA Health Job Description Overview

All potential candidates should read through the following details of this job with care before making an application.

If you enjoy a fast pace, new opportunities every day and a people-focused team, Specialist Management Solutions (SMS), owned by SCA Health, a division of United Health Group, is the organization for you. The SMS program, which provides specialty and surgical care support, is growing and SMS needs energetic and passionate team members to help drive continued success.

The mission of SMS is to simplify surgical care for all people by removing barriers, educating people, and providing high quality care. The SMS model provides a simple solution to large, self-insured employers to drive down outpatient surgical and specialty care spend via a concierge model that is built around an engaging, educational and exceptional membership experience.

SMS helps connect members to specialty and outpatient surgical care and supports the member throughout their care journey, including locating a provider and scheduling consultations, surgeries and follow-up.

Responsibilities

As a Senior Care Advocate you will be the face of Specialist Management Solutions (SMS) to our customers. This is a Medical Concierge (White Glove) service where you’ll deliver a personized, empathetic consumer experience as they navigate the complexity of the healthcare system. This will include answering questions and resolving issues in collaboration with teams across the company, healthcare providers, and insurance companies. You will be primarily engaging with our customers telephonically, but you will develop strong relationships with them as they complete their healthcare journey.

The role involves conducting outbound cold calls to inform members about their SMS benefits, educate them on the advantages of utilizing Ambulatory Surgery Centers (ASCs), and encourage members to schedule appointments, fostering a deeper understanding of SMS services and proactive healthcare engagement.

A successful Sr. Care Advocate will effectively communicate the value of SMS benefits, clearly explain the advantages of utilizing Ambulatory Surgery Centers (ASCs), and proactively encourage members to schedule appointments. They will demonstrate strong interpersonal skills, maintain a member-focused approach, and consistently meet outreach and engagement goals.

The work schedule will be Monday - Friday from 11 : 30am - 8pm EST / 10 : 30am - 7pm CST

Responsibilities

Predominate amount of work surrounding calling members (Outbound calls) to inform them of their benefits and act as a care guide on behalf of the customer helping them receive treatment from a network of high-quality surgeons

Receive inbound calls from members to educate them on their benefits and provide guidance with appointment scheduling

Assist in the coordination of care across a variety of settings, while maintaining strict confidentiality and the highest level of professionalism

Update all systems accordingly to document member engagement

Listen to member’s comments, concerns, and suggestions, relaying that information internally, while ensuring member satisfaction

Collaborate with other departments and partnering companies as necessary

Work with health insurance counterparts to answer customer questions related to benefits, claims, and billing

Analyze a variety of problems and provide information / solutions

Work within a team to achieve performance targets

Other responsibilities as assigned

Qualifications

High school diploma or higher education

At least 3 years of customer service / Sales experience

Must be comfortable making outbound cold calls to schedule medical appointments

Customer-centric focus with excellent communications skills

Express empathy with customers & compassion for their challenges

Passion for healthcare improvement

Ability to work independently and in small team

Agility- Ability to change direction quickly

Time management / task management

Knowledge of care coordination and case management concepts is preferred.

Bilingual language skills preferred (English-Spanish or other)

USD $21.50 / Hr. USD $21.50 / Hr.

PIfed08d88864c-36310-36602498

Salary : $22

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