Engagement Specialist

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
• 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, Salaried Position

Location: Onsite in Nashville, TN