Customer Service Member Outreach Specialist

Freddie Mac; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

Freddie Mac is seeking a dedicated member engagement representative to perform outbound calls and promote health and wellness programs. This remote position requires strong communication and customer service skills to engage and assist members effectively.

Qualifications

• Two years related experience in healthcare, customer service, or sales.
• One year experience in a call center required.
• Familiarity with Medicare and Medicaid populations preferred.

Responsibilities

• Perform outbound calls to engage members in health programs.
• Document information obtained from members using exceptional customer service.
• Use motivational interviewing to assist members in obtaining services.

Skills

Communication

Customer Service

Time Management

Computer Literacy

Education

High school diploma or equivalent

Associate's or college degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

• Samaritan Health Plans (SHP) provides health insurance options to Samaritan employees, community employers, and Medicare and Medicaid members. SHP operates a portfolio of health plan products under several different legal structures: InterCommunityHealth Plans, Inc. (IHN) is designated as a regional Coordinated Care Organization (CCO) for Medicaid beneficiaries; Samaritan Health Plans, Inc. offers Medicare Advantage, Commercial Large Group, and Commercial Large Group PPO and EPO plans; SHP is also the third-party administrator for Samaritan Health Services' self-funded employee health benefit plan.
  
  As part of an Integrated Delivery System, Samaritan Health Plans is strategically and operationally aligned with Samaritan Health Services' mission of Building Healthier Communities Together.
  
  Candidates residing out of state will need to be able to work Pacific Time Zone hours.
• This is a remote position in which we are able to employ in the following states: Arizona, Arkansas, Connecticut, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, or Wisconsin
• JOB SUMMARY/PURPOSE
  
  • Performs outbound calls to activate and engage members in various programs and campaigns to promote the health and wellbeing of our members. This includes initial outreach, follow-up and documentation of information obtained from the member. Uses exceptional customer service skills and motivational interviewing to engage members in participating in the various programs and services offered by SHP and key stakeholders in the community.
• EXPERIENCE/EDUCATION/QUALIFICATIONS
  
  • High school diploma or equivalent required. Associate's or college degree preferred.
  • Two (2) years of related work experience in health care, customer service, telemarketing, account management, and/or sales required.
  • One (1) year experience in a call center required.
  • One (1) year experience equivalent to an SHS Customer Service Rep II role or in a lead/senior role required.
  • Experience with computers (including knowledge of Microsoft Word, Outlook, and Excel) required.
  • Must be able to pass Criminal Records check upon hire and every three (3) years thereafter.
  • Experience working with Medicare, Medicaid or Special Needs populations preferred.
  • Medical Assistant, Certified Nursing Assistant, traditional health worker, or community care coordination experience preferred.
• KNOWLEDGE/SKILLS/ABILITIES
  
  • Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
  • Communication: Excellent communication and phone etiquette skills. Able to interact with colleagues, providers, members, customers and external organizations to successfully engage and motivate. Ability to show tact and professionalism in dealing with a variety of people. Proficient with active listening skills, while building a positive connection to support SHP in successful customer experience scores, quality metrics and key campaigns to engage in services to support the members obtaining the services and care available to them.
  • Customer Service: Knowledge of principles and processes for providing an exceptional Customer Experience. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
  • Computer Literacy: Proficient computer skills in department applications.
  • Time Management: Ability to organize, plan and prioritize work to complete within required time frames and to follow-up on pending issues. Ability to perform multiple tasks simultaneously and thrive in dynamic fast-paced environments and under pressure.
  • Confidentiality: Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information. Ability to comply with laws and maintain confidentiality of patient information.
  • Ability to be agile, manage multiple priorities, and adapt to change with enthusiasm.
• PHYSICAL DEMANDS
  
  • Rarely
    (1 - 10% of the time)
    
    Occasionally
    (11 - 33% of the time)
    
    Frequently
    (34 - 66% of the time)
    
    Continually
    (67 - 100% of the time)
    
    CLIMB - STAIRS
    
    LIFT (Floor to Waist: 0"-36") 0 - 20 Lbs
    
    LIFT (Knee to chest: 24"-54") 0 - 20 Lbs
    
    LIFT (Waist to Eye: up to 54") 0 - 20 Lbs
    
    CARRY 1-handed, 0 - 20 pounds
    
    BEND FORWARD at waist
    
    KNEEL (on knees)
    
    STAND
    
    WALK - LEVEL SURFACE
    
    ROTATE TRUNK Standing
    
    REACH - Upward
    
    PUSH (0 - 20 pounds force)
    
    PULL (0 - 20 pounds force)
    
    SIT
    
    CARRY 2-handed, 0 - 20 pounds
    
    ROTATE TRUNK Sitting
    
    REACH - Forward
    
    MANUAL DEXTERITY Hands/wrists
    
    FINGER DEXTERITY
    
    PINCH Fingers