Client Engagement Coach (Mt/Pt Time Zones)

COMPANY OVERVIEW:

At Holon Health, we are dedicated to revolutionizing the way healthcare services are delivered. With a strong focus on community health, we strive to provide support and solutions that address the whole health needs of people with Substance Use Disorder (SUD). We help these individuals navigate chronic medical conditions, SUD, and Behavioral Health needs with a focus on prevention, integrative treatment, and recovery.

Holon Health’s initiatives develop, support, and maintain relationships with provider partners and community-based organizations to promote programs advocating long-term health and wellness for this complicated population. By acting as the first point of contact for the justice systems and programs with whom we partner, Holon Health provides timely and efficient brief interventions to better prepare clients to receive community-based services and engage in proactive, prosocial behaviors.

POSITION SUMMARY:

Holon Health is seeking a compassionate and highly organized Client Engagement Coach to provide exceptional customer service while overseeing the client's journey. You will work with the clients, Client Acquisition Specialists, and Care Navigators to ensure the best possible, whole-client care is offered to each client. You will lead the enrollment process for all new clients and act as the first point of contact for existing client inquiries.

SCHEDULE:

We are currently only accepting applicants from candidates who are located in MST/PST time zones or willing to work a schedule that fits those hours.

WHAT MAKES AN IDEAL CANDIDATE:

The ideal candidate at Holon Health is a dynamic individual who possesses meticulous attention to detail and excels as a team player. They possess effective communication skills, along with grit, tenacity, and resilience to navigate challenges. Demonstrating compassion and empathy, they approach interactions with sincerity and understanding. Additionally, their ability to inject a touch of playfulness adds a unique and positive element to the workplace. They exhibit relentless curiosity to understand the why, never relying on the shortcut of assumptions. Guided by a strong moral compass, they consistently strive to bring the wow factor to every aspect of their work.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work closely with Client Acquisition Specialists, the Operations team, and Care Navigators to help enroll and engage new clients and schedule care.
• Conduct intake calls and schedule first appointments with new clients.
• Complete outbound phone calls to clients to enroll them in Holon Health’s program.
• Listen to and understand client goals and assist the Care Navigation team in understanding client needs.
• Assist non-insured clients with the insurance enrollment process.
• Ensure completion of all required paperwork by clients.
• Assist clients in enrolling in Holon Health’s web-based portal and educate clients on contents/use of portal.
• Work to improve the overall client experience before, during and after engagement with Holon Health to provide continuity of care.
• Follow client progress, identify potential concerns, and collaborate with Care Navigators and Community Engagement Specialists to overcome barriers.
• Act as the primary point of contact for all inbound client care questions and concerns.
• Proactively communicate issues or potential issues involving client care and recommended process improvement opportunities.

QUALIFICATIONS:

• Outstanding communication and interpersonal skills to effectively engage with individuals from diverse backgrounds in a judgment-free and culturally sensitive manner.
• An understanding of the community served, the justice system, and community connectedness.
• A strong understanding of the healthcare system including medical insurance.
• Ability and willingness to provide emotional support, encouragement, and motivation to clients.
• Written and oral fluency in English and Spanish is preferred.
• Strong computer skills; prior experience utilizing an EHR/EMR strongly preferred.
• Good organizational skills to handle multiple priorities while remaining professional and calm as a representative of Holon Health, Inc.
• Strong level of confidentiality due to the sensitivity of materials and information handled.
• Ability to make suggestions on workflow or system efficiency and effectiveness.
• Ability to work independently and be self-directed and flexible.
• Ability to prioritize.
• Ability to perform functions with minimal supervision.

EDUCATION & EXPERIENCE:

• High school graduate or equivalent required; associate degree preferred.
• 2-4 years of experience working in a customer service role required.
• 1-2 years in a healthcare-related role strongly preferred.
• 1-2 years of Contact Center experience is a plus.

BENEFITS:

• $19-22/hour DOE
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short and Long-Term Disability
• Unlimited PTO
• 401k in 2024
• Ample room to grow
• The unique opportunity to be a part of a growing company in its early stages