Outreach Specialist I

Overview

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model. Our Mission– To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision– Every patient deserves access to quality healthcare. Our Values– The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other. Why You Should Want to Work with Us- Health, Dental, Vision, Disability & Life Insurance, and much more- 401K Retirement Plan (with company match)- Tuition, Professional License and Certification Reimbursement- Paid Time Off, Holidays and Volunteer Time- Paid Orientation and Training- Established in 11 states- Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today! More details about the benefits we offer can be found at https://careers.harmonycares.com/benefits. 

Responsibilities

The Outreach Specialist is primarily responsible for placing a high volume of outbound calls to secure an appointment with a licensed Nurse Practitioner in the comfort of the member’s home. This role is also required to answer any incoming calls from members and case managers as well as return any voice mail messages in a timely manner.

Essential Duties and Responsibilities

• Contacts Health Plan members via provided lists to secure appointments with field providers to deliver complete health risk assessments
• Must follow specific talking points and protocols associated with member outreach calls
• Secures visits via scheduling software efficiently, utilizing all available provider capacity when possible
• Demonstrates excellent customer service skills at all times
• Utilizes exceptional communication and social skills to clearly explain the importance of agreeing to complete the annual assessment
• Utilizes up to six (6) different software applications simultaneously, often while the member is on the line
• Conduct follow up calls to members one business day prior to scheduled date to ensure the visit success and to minimize provider frustration, member abrasion as well as to meet budgeted call volumes and completed appointments
• Must confirm and verify all demographic and contact information as well as follow HIPAA guidelines on every call when applicable
• Verify member’s insurance active status and accurately enter the insurance information at the time of patient registration
• Escalate any problems or concerns associated with field providers to the manager
• Meet set performance standards and departmental goals and metrics

In this role you may work with. . .

• CHA clinical team
• CHA administrative team
• Members
• Insurance companies

Qualifications

Required Knowledge, Skills, and Experience

• High School graduate or equivalent
• Strong computer skills with proficiencies in Microsoft Office, Microsoft Access and various internet-based applications
• Self-motivated and able to work independently
• Demonstrable success in quickly building telephonic relationships with prospective customers

Preferred Knowledge, Skills and Experience

• 1+ year of call center experience, or relevant tele-sales experience
• Basic knowledge of medical terminology
• Experience with integrated voice/IT systems

Conditions of this role to be aware of. . .

• Ability to work flexible hours to meet needs in all markets and time zones

Posted Max Pay Rate

Posted Min Pay Rate

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