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Oak HC/FT

Engagement Specialist- Bilingual Spanish/English

CareBridge

CareBridge

Nashville, TN, USA
Posted on Thursday, June 22, 2023

Engagement Specialist--Bilingual Spanish/English speaking

The Engagement Specialist is the first impression members receive of CareBridge’s mission and 24/7 telehealth services program. Working in a fast-paced environment, this team member is responsible for providing excellent customer service while encouraging members to opt-in and utilize this benefit.

Responsibilities:

  • Perform telephonic outreach, and potentially outreach through other channels, to eligible members receiving home and community-based services
  • Answer calls from and make calls to members, direct support professionals, caregivers, and family members in order to schedule them for their initial appointment
  • Apply appropriate engagement tactics to drive higher engagement and a good understanding of the 24/7 program value proposition
  • Identify, document, and resolve member concerns to ensure interest and participating in the program
  • Use multiple systems to track and record participant information using clear and concise notes
  • Work collaboratively with clinical staff, social workers, and pharmacists to ensure CareBridge members receive individualized and timely care Monitor, label, and distribute faxes related to participant medical records
  • Maintain excellent punctuality and attendance during work hours and schedule adherence
  • Manage large amounts of inbound and outbound inquiries and document all interactions
  • Meet personal/team metrics
  • Other duties as assigned

Qualifications:

  • High school diploma required or comparable work experience
  • Bilingual Spanish/English
  • 3+ years’ experience in customer service
  • Interest in helping vulnerable populations
  • Experience delivering persuasive messaging
  • Expertise in phone etiquette
  • A warm, engaging personality with the ability to connect with individuals telephonically
  • Solution-oriented and a creative problem solver
  • Inspires a positive and collaborative work environment
  • Ability to work in a metric and goal-oriented environment
  • Experience with conflict resolution, defusing, and de-escalating upset callers
  • Calm, unhurried approach that inspires confidence
  • Highly organized and pays attention to detail
  • Self-starter with a propensity to follow-up and follow-through
  • Previous experience using electronic medical/health records systems, Outlook, and Microsoft Office Suite

Those who thrive at CareBridge tend to possess these qualities:

  • An entrepreneurial spirit
  • A tenacious self-starter
  • Flexible and adaptable to a constantly changing workload
  • Must enjoy working in a fast-paced environment
  • A sense of humor and a down-to-earth nature
  • Exhibits a “Speed of Trust” demeanor
  • A drive to assist the member by going above and beyond to simplify their experience

Employment Type: Full-Time

Location: Nashville, TN. Remote work possible.