Program Specialist I

POSITION SUMMARY

 

Contact potential and current members by phone to promote care coaching program and services.  Under the direction of the Team Leader, provides administrative support to the team to maximize client enrollments and provide customer service.

 

Part time positions also available (5-9pm shifts).

 

PRINCIPAL RESPONSIBILITIES

?Manages high volume of phone calls and discerns issues appropriately.

?Inputs all referral information from all members in a timely manner as required.

?Contacts individuals regarding participation in care coaching program.  Explains all aspects of the program.  Respond to member?s inquiries and concerns to promote participation.

?Obtain demographic information and input in computer system

?Completes assessments and or reschedules with the appropriate team staff according to procedures.

?Contact participants to schedule follow-up questionnaires.

?Complete outcome information on program members (when appropriate) referring any clinical issues to an appropriate clinical staff.

?Refers all matters requiring clinical assessment/reactive contact on clinical questions to designated clinical staff.

?Ability to work effectively within assigned team and other teams in the department.

?Maintain number of minimum calls as established per protocol.

?Conduct job function in a manner that promotes a high level of customer service to both internal and external customers.

PROBLEM SOLVING

?Position must handle detail-oriented work with good problem solving skills.

?Must have ability to handle large volumes of calls daily.

ACCOUNTABILITY/DECISION MAKING

? Must make external contact including potential and current members.

? Ability to independently prioritize workload.

EDUCATION

? Associate?s degree or equivalent from two-year college or technical school preferred or equivalent relevant work experience.

EXPERIENCE

? One-year prior telemarketing and/or customer service experience required.

? Prior experience in medical field preferred.

TECHNICAL SKILLS

? Ability to use multiple computer applications (i.e. database, word-processing).

? Ability to use ACD telephone system.

COMMUNICATION SKILLS

? Position requires heavy telephone contact with program member

? Excellent verbal communication skills are required in order to effectively promote program services and enroll members.