Remote Social Service Specialist

Centauri Health Solutions, Inc.; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

Centauri Health Solutions, Inc. is seeking a Social Service Specialist to assist client members by phone, assess eligibility for benefits, and connect them with community resources. The role emphasizes empathetic communication and accurate documentation.

Responsibilities include conducting assessments, researching resources, performing warm transfers, and maintaining records. Strong MS Office skills and experience in healthcare or social services are preferred.

Qualifications

• High School Diploma or GED equivalent.
• 1+ years of experience in a professional office and fast-paced environment.
• 1+ year working in Customer Service Center.
• At least one year of social services or health care experience desired.
• Proficient skills with MS Office and Windows operating system.
• Excellent telephone skills.
• Excellent analytical skills.
• Excellent interpersonal skills.
• Excellent written/verbal communication.
• Strong literacy (grammar, spelling, math).
• Basic knowledge of social services.
• Effective and empathetic phone communication.
• Knowledge and comfort engaging individuals of diverse cultural and ethnic backgrounds.
• Basic knowledge of issues and challenges faced by underserved and vulnerable populations.

Responsibilities

• Responds to calls from client members or patients to determine eligibility for benefits or access to services.
• Engages members in standardized assessments to identify needs and eligibility for resources.
• Researches benefits and community resources available to meet specific needs.
• Provides options to members and records understanding of information provided.
• Assists members in accessing resources, including warm transfers to agencies.
• Provides written information via email or mail when available.
• Communicates with members to clarify Centauri Health Services details and expectations.
• Maintains data integrity and documentation in Compass systems and contracted resources.
• Assists members and takes action to secure contracted resources.
• Follows workflow for member follow-up to determine outcomes.
• Documents all member contacts in Centauri Health Solutions database.
• Keeps resource information current and reports outdated data.
• Performs clerical tasks (fax, file, data entry, scanning, indexing).
• Maintains professional relationships with members throughout issue resolution.
• Ensures satisfaction through follow-up on benefits/services receipt.
• Manages a high volume of outbound/inbound calls.
• Performs other duties as assigned and supports leadership training.

Skills

Telephone skills

Analytical skills

Interpersonal skills

Written/verbal communication

MS Office

Customer Service

Education

High School Diploma or GED

Tools

MS Office

Windows

Job description

Your Daily Mission

The Social ServiceSpecialist serves Centauri’s clients by working withclient members/ patientsby phonetoaddressand respond toidentifiedneeds related to Social Determinants of Health (SDOH)not otherwise provided by theclientsand/orBest Benefits orPremium Assist Services.Social Service+Specialistwill contact/respond to referred members/patients for the purpose of introducingSocial Service+services, provide information and direction related to benefits eligibility and application process, screen member/patient for interest in community social service resources,may alsoprovide members/patients with printed information regarding benefits or social service resources.

TheSocial Service+Specialist will followCentauriestablishedprocessesto reconnect with members/patientstodetermineoutcome of,and resolution of,memberseligibility and application for local/state/federal social service benefitsand ensure member/patient access to needed community social service resources.

TheSocial Service+Specialist willmaintaincurrent and active records of all member/patient contacts and effectively document interactions based on established Centauri procedures.

TheSocial Service+Specialist makes a warm transfer toidentifiedlocal community agency toassistmember /patientexpediteservices and may also make a warm transfer to the client asindicatedbyidentifiedneed and contractual procedure.

Who You Are

• High School Diploma or GED equivalent
• 1+ years of experience working in a professional office & fast-paced environment
• 1+ year working in Customer Service Center
• At least one year of social services or health care experience desired
• Proficient skills with MS Office and Windows operating system
• Excellent telephone skills
• Excellent analytical skills
• Excellent interpersonal skills
• Excellent written/verbal communication
• Strong Literacy (grammar, spelling, math)
• Basic knowledge of social services
• Effective and empathetic phone communication
• Knowledge and comfort engaging individuals of diverse cultural and ethnic backgrounds
• Basic knowledge of issues and challenges faced by under served and vulnerable populations

The Reality of the Role

• Responds to calls from client’s members or patients requesting assistance with determining eligibility for benefits or access to community social services.
• Engages members in standardized assessment to identify needs and eligibility for resources related to social determinates of health.
• Research, using identified database(s), benefits/community resources available to meet specific person’s needs.
• Provides options of resources to member and with members input, assesses which resource(s) will be accessible to member. Validates member’s understanding and recording of information provided.
• Assists the member/patient in accessing identified resources which may include a warm transfer to the identified agency.
• Where available, provides written information via email or mail to members/patient, identifying applicable social service community resources.
• Communicates with members/patients via phone, and clarifies the details of Centauri Health Services, properly sets expectations for process and communication to ensure member understanding.
• Leverages technology and account processing workflows; maintains data integrity with accurate and concise documentation in Centauri Health Services Compass systems and contracted resource systems.
• Assists members and takes appropriate action to secure resources contracted by Centauri client.
• Follows established workflow for member follow-up contact to determine outcome and resolution of member identified needs.
• Provides warm transfer of member/patient to client as indicated by identified need outlined by contracted Centauri client.
• Documents all member contact in Centauri Health Solutions database.
• Communicates regularly and works effectively with supervisor and team to ensure that resource information is current and correct. Effectively maintains records of identified incorrect /outdated resource information.
• Perform miscellaneous clerical tasks (fax, file, data entry, scan, index). Promptly take and return all calls. Answers questions regarding resources. Completes other duties as assigned.
• Maintains positive professional relationship with client members / patients throughout resolution of identified problems.
• Ensures member/patient satisfaction through scheduled follow-up contact to validate member/patient receipt of benefits/services.
• Manage a high volume of outbound/inbound phone calls.
• Performs miscellaneous administrative tasks as required.
• Partners with leadership for continuation training