Member Engagement Representative

Job Title: Member Engagement Representative 

Program: Health Risk Screening

Department: Health Management Services 

Direct Report: HRS Program Manager

Location: On Site 

Position Type: Full Time; Part Time

Job Description: The HRS Member Engagement Representative applies excellent member engagement skills to facilitate health risk screening completion by assigned health plan members.

ROLE AND RESPONSIBILITIES

• Engage Health Plan member and employ professional techniques during verbal communications, electronic correspondence, and text-based interactions with each member.
• Conduct a large volume of outbound and inbound Member outreach calls in a timely manner.
• Accurately document all Member outreach calls in our Data Management Solution.
• Complete Health Risk Screenings on assigned health plan members by asking predefined questions and documenting responses.
• Proper execution of member referral/concerns/grievances when applicable.
• Document timely member observations requiring administrative notification of any critical member issues/concerns.
• Interact with staff and members to optimize workflow efficiency.
• Follow all Policies and Procedures of SCCP.
• Comply with Performance Goals / Contract Deliverables.
• Participate in all SCCP mandatory and CMS regulatory training.
• Attend all staff meetings – in person or telephone (if unable to attend, responsible for knowledge of content).
• Abide by all SCCP information security policies, procedures, protocols, and practices.
• Participate in regular information security management trainings.
• Develop a comprehensive understanding of SCCP information security policies.
• Learn to recognize information security risks and report them when they are identified.
• Comply with SCCP user access policies.
• Comply with SCCP password policies.
• Comply with SCCP data protection policies and guidelines.
• Comply with SCCP internet use policies and guidelines.
• Abide by SCCP policies and guidelines for protecting personal workspaces from security risks.
• Abide by SCCP principles and policies related to confidentiality.
• Demonstrate respect for individual diversity (culture, ethnicity, gender, race, religion, age, economic status).
• Other duties as assigned by Direct Report.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High School Diploma or Equivalent Required.
• Minimum of 1 year of Call Center Representative Experience Preferred.
• Minimum of 1 year in a Customer Service role Preferred.

PREFERRED SKILLS

• Excellent verbal communication skills.
• Ability to interact with health care professionals in a professional manner.
• Computer Literate – Word, Google Doc and Excel.
• Able to multitask, manage time and set priorities.
• Able to remain coachable and teachable at all times.