JOB SUMMARY:  This position is responsible for outbound calls to introduce and interest members in enrolling in the Synergy program.  They are further responsible for managing inbound calls for members calling in to inquire about program participation.

Minimum Qualifications: 

Education/License/Certification:           Associates Degree or technical school preferred or equivalent relevant work experience. High School Diploma or GED Required.

Experience:                                          One year experience in a telemarketing role, healthcare related business experience desirable.  Previous experience as a concierge or health advocate or previous experience in a clinical sales role preferred. One year experience in a call center environment is preferred.   

            Knowledge/Skills: 

·         Superior verbal communication skills are required in order to effectively promote program services and coordinate services with participants

·         Must be able to clearly articulate program services, answer questions and provide support for members

·         Demonstrated success using consultative selling to establish trust and rapport with members

·         Ability to handle detail-oriented work with good problem solving skills.

·         Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

·         Strong understanding of customer needs and requirements

·         Strong interpersonal skills with capacity to project warmth and empathy

·         Ability to independently prioritize workload

·         Effective listening and organizational skills

·         Ability to use multiple computer applications (i.e. database, word-processing) and ACD telephone system

Accountabilities: 

            Job Performance/Responsibilities: 

·         Makes outbound calls to targeted members to invite them to participate in the program

·         Receives inbound calls from targeted members inquiring about the program

·         Explains how to use the Synergy program and its benefits to targeted members

·         Addresses members’ questions and concerns

·         Builds trust, rapport with members and establishes credibility of the program

·         Responsible for engaging members into active program participation, using consultative soft sales approach

·         Captures member communication preferences and contact information

·         Promotes and provides a customized set of program services and engagement options for members, based on members’ different needs and/or preferences

·         Assigns members to appropriate Care Coach based on member preference, member need, or coach availability

·         Schedules first coaching call

·         Sends letters to members outlining the program services designed for that member, including the Coach’s name and short bio (if appropriate)

·         Provides updates about new program features

·         Contacts members as needed to alter customized program services

·         Coordinates with Synergy program clinical and non-clinical staff to ensure member satisfaction

·         Responsible for enrolling members into active engagement with the Synergy program

·         Accurately assesses member needs and requirements and guides them to appropriate program interventions

·         Handles member questions, concerns and complaints

·         Resolves complaints with first call

·         Acts as trusted resource to assist members in choosing program resources that will provide them with optimum outcomes.

·         Maintains an in-depth understanding of the Synergy program, including member identification criteria, interventions available and the ability to explain this clearly to members.

·         Becomes knowledgeable of all Health Plans and Health Integrated specific client information and consistently maintains that knowledge base.

Please apply online:  resume09221@healthintegrated.com

EEOC