Job Description
Title: Inbound Engagement Specialist (Bilingual)
Location: Remote
Position Description:
This is a rare chance to have a significant personal impact in changing the lives of people and communities dealing with the effects of addiction. In this role, you are responsible for engaging with individuals who may be struggling with substance use disorders and helping them understand the whole-person care and individualized support that Eleanor Health provides. Through these interactions, you will lay the foundation of trust and understanding which lets them know that Eleanor Health is there for them when they need us. You will also help guide them to the appropriate Eleanor Health services if they choose to seek our help.
This role will report to Eleanor’s Access Team Supervisor
Candidate Responsibilities:
- Understand Eleanor Health’s care mode and be able to communicate it’s value in a clear, compassionate and non-judgmental way
- Understand how insurance works, including the plans our patients have, and be able to effectively verify insurance eligibility and communicate patient cost sharing responsibility
- Field inbound communications through various intake channels inquiring about the nature of Eleanor Health’s services, qualify patients for Eleanor Health’s care, and schedule them with the appropriate appointments in EMRs.
- Facilitate successful telehealth by performing virtual intakes, communicating with members to remind them about upcoming telehealth sessions and coaching them on accessing their sessions.
- Collaborate online with other care team members to facilitate the enrollment of new members to Eleanor Health, including making appointments, verifying insurances and collecting co-payments
- Outreach to individuals identified as having Substance Use Disorders to establish a relationship and let them know about Eleanor Health’s services
You’ll be a good fit if you:
- Are Bilingual English/Spanish
- Have 3-4 years of customer facing experience, preferably in a healthcare setting, particularly behavioral health or substance use treatment
- Have experience working from home in a contact center environment, fielding a high number of calls each day
- Have experience and comfortable using technology such as computer telephony & EMR software to document patient interactions & schedule patients for appointments
- Have strong interpersonal communication skills, written communication skills, and active listening abilities
- Are highly empathetic, non-judgmental, open-minded and resilient
- Are able to build trust quickly and can translate complex concepts such as insurance and care into easily understood conversations that put potential patients at ease.
- Strong interpersonal and written communication skills, active listening abilities, and motivational interviewing skills
- Are highly motivated and self-directed with the ability to multitask between phone calls, documentation, and collaboration with other team members
- Enjoy working in a fast-paced, collaborate environment
- Our current hours are Monday – Friday from 8am-8pm EDT you must be available to work any shift during these hours