Outreach Representative

Highmark Health; Delaware; Hybrid; USD 28,000 - 37,000; Full time

Job summary

Highmark Inc. is seeking a liaison to serve members, regulators, and health plans by providing telephonic support, scheduling assistance, and rights education. The role helps members navigate grievances and appeals while coordinating with internal teams to represent member interests.

The position emphasizes proactive outreach for preventive health, enrollment into disease management programs, and collaboration with providers to improve access and outcomes for at-risk populations.

Qualifications

• Required High School / GED.
• Preferred Associate’s Degree.
• Required 1 year in Community Outreach or Customer Service.
• Preferred familiarity with healthcare and/or insurance; Medicaid/Medicare experience.

Responsibilities

• Communicate effectively with staff, providers and members to meet business and member needs.
• Initiate outreach by phone for preventive health initiatives and educate members.
• Recruit and enroll members into Disease Management Programs as appropriate.
• Assess opportunities for Care Management intervention and refer accordingly.
• Coordinate access to preventive health services with members, providers and community agencies.
• Track all member and provider contacts in relevant systems for data collection.
• Help develop outreach programs that are effective, measurable and reach at risk members.
• Perform other duties as assigned.

Skills

Proactive

Problem solving

Active listening

Time management

Judgment

Prioritization

Empathy

Teamwork

Education

High School / GED

Associate’s Degree (preferred)

Job description

Company : Highmark Inc.

Job Summary

This job is responsible for serving as a liaison between the member, the Health Plan, and the relevant state and/or federal regulators. The position conducts telephonic support to assess member needs, provide appointment scheduling assistance, and educating members of their rights and responsibilities. This position is also responsible for assisting members in navigating the grievance and appeals process and representing member interests internally and externally.

Essential Responsibilities

• Communicate effectively with staff, providers and members to accomplish business and member needs
• Initiate outreach efforts, primarily by telephone, related to targeted preventive health initiatives: Perform member education functions on the importance of targeted preventive health service
• Recruit, holistically assess and enroll members into Disease Management Programs as appropriate
• Assess opportunity for Care Management intervention and make appropriate referral
• Contact members, providers and community agencies to coordinate access to preventive health services
• Tracks all member and provider contacts in the appropriate computer systems for the purposes of data collection and record keeping
• Participate in the development of outreach programs that are effective, measurable and innovative, with a special emphasis on reaching at risk members.
• Other duties as assigned or requested.

Education

• Required High School / GED
• Substitutions None
• Preferred Associate’s Degree

Experience

• Required 1 year in Community Outreach or Customer Service
• Preferred Familiarity with healthcare and/or insurance Experience working with the Medicaid and/or Medicare population

Licenses or Certifications

• Required None
• Preferred None

Skills

• Must be proactive, self-directed, assertive and creative in problem solving and system planning
• Strong active listening skills with the ability to act sensitively toward diverse people and situations .Ability to successfully interact with external customers, peers, colleagues, and management team
• Demonstrate effective time management skills and demonstrate an ability to prioritize and handle multiple tasks simultaneously
• Must demonstrate sound judgment and discretion when approaching problems and making decisions
• This position must be able to utilize sound and flexible productive work habits to set priorities, organize work and utilize time effectively
• Must be aware of issues members face related to healthcare including transportation, child care, lack of knowledge concerning preventive health, distrust of the system as well as other personal, social, financial barriers
• Must demonstrate patience and empathy when interacting with members and all internal/external customers
• This job requires the ability to work independently and as a team member

Language (Other than English): None

Travel Requirement: 0% - 25%

Physical, Mental Demands and Working Conditions

• Position Type Office-based Teaches / trains others regularly
• Occasionally Travel regularly from the office to various work sites or from site-to-site
• Rarely Works primarily out-of-the office selling products/services (sales employees)
• Never Physical work site required Yes
• Lifting: up to 10 pounds
• Constantly Lifting: 10 to 25 pounds
• Occasionally Lifting: 25 to 50 pounds

Never Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum: $19.66 Pay Range Maximum: $27.42 Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

California Consumer Privacy Act Employees, Contractors, and Applicants Notice

Highmark Health is a national, blended health organization that includes one of America’s largest Blue Cross Blue Shield insurers and a growing regional hospital and physician network. Based in Pittsburgh, Pa., Highmark Health’s 35,000 employees serve millions of customers nationwide through the nonprofit organization’s affiliated businesses, which include Highmark Inc., Allegheny Health Network, HM Insurance Group, United Concordia Dental, HM Health Solutions and HM Home & Community Services. Highmark Health’s businesses proudly serve a broad spectrum of health-related needs including health insurance, health care delivery, population health management, dental solutions, reinsurance solutions, and innovative, technology solutions.