Health Engagement Specialist

Temp to hire: for an initial 6 month timeframe with possible hire after that period

• Receive incoming calls from potential new clients in all markets and for all brands
• Relay information about available services and programs
• Qualify and advance lead to 'conversion ready' status by identifying the client’s needs
• Work closely with sales force, external referral partners and branch managers regarding call activity and new leads
• Maintain, follow up and track referrals
• Receive and document CIC calls from direct care staff
• Review and verify CIC reports from EVV and other electronic systems, perform follow up as necessary
• Evaluate CIC information for additional follow up
• Relay CIC information to payer care managers, physicians, internal operations or other interested parties
• Review and evaluate EVV geofence reports to identify reasons for events
• When possible, correct client data to correct incorrect geofence events
• Contact direct care personnel to obtain additional information regarding geofence events and provider education and coaching related to correct EVV protocols
• Relay information and issues to internal operations as needed for follow up
• Conduct competitive surveys and mystery shops
• Perform quality assurance calls
• Always maintains a high degree of confidentiality due to access to sensitive information
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, and HIPAA regulations and requirements
• Abides by all regulations, policies, procedures and standards
• Performs other duties as assigned

• →Maintains positive internal and external customer service relationships
• →Maintains open lines of communication
• →Plans and organizes work effectively and ensures its completion
• →Contribute to census and revenue growth
• →Meets all productivity requirements
• →Demonstrates team behavior and promotes a team-oriented environment
• →Actively participates in continuous quality improvement
• →Represents the organization professionally at all times

• Associates Degree or the equivalent required; Bachelor’s Degree preferred
• Two years’ experience in customer service, marketing and/or sales (Call Center environment strongly preferred)
• General knowledge of home care and home health; knowledge of managed home healthcare preferred
• Strong communication skills and interpersonal skills
• Solid computer proficiency in Microsoft Office including Excel and web-based application
• Ability to complete tasks in a multi-phased, fast paced environment
• Committed to exceptional customer service and meeting customer needs

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