Intake Care Representative

Title: Intake Care Sr. Representative (Personal Advocate)
Location: 100% remote

Schedule:

• Training: M-F; 8:30 AM – 5:00 PM CST
• Ongoing schedule TBD, but will fall between M-F; 7 AM – 7 PM CST

Contract: 3/06/2023 - 8/31/2023 (possibility for extension and permanent placement)

Pay: $21/hr, Paid Weekly, including Medical Dental and Vision benefits.
Job Summary:
The Personal Advocate position is responsible for representing *** Behavioral Health (CBH) to all inbound callers within a call center environment and assuring caller's contact with CBH is positive.
Advocates are many times the first encounter customers have with *** and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.
The primary responsibility of the Advocate role is answering calls from customers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services.
Responsibilities:
Within a call an advocate may:

• Register participants in the intake system and opens case files
• Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
• Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
• Provide participants with names and phone numbers of nearest providers
• Multi-task by maneuvering through various computer programs and screens
• Write authorizations to ensure claims are paid correctly
• Provide follow-up calls to participants to ensure correct information is given
• Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
• Send complaints to initiate grievance process for customers

Skills and Qualifications:

• Previous customer service experience or related position
• Previous call center environment experience preferred
• Superb interpersonal communication
• Effective listening and organizational skills
• Ability to manage multiple tasks, setting priorities where needed
• Independently problem solve, with ability to function without constant supervision
• A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
• Ability to learn new workflows and tasks quickly
• Ability to work independently and be a team player

Education:
Bachelor's degree in mental health field or psychology/social work-related field required (can also include: family communications, health coaching, community/public health or other related major). NOTE: This is a non-clinical role and does not require a license