Engagement Specialist--Bilingual Vietnamese/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 Vietnamese/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: Remote
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Last updated on Aug 20, 2024