Customer Service Member Outreach Specialist (Outbound Call Center)

Samaritan Health Services; Corvallis (OR); Remote; USD 35 000 - 55 000; Full time

Job summary

An established industry player in healthcare is seeking a Customer Service Member Outreach Specialist to join their remote team in Oregon. This role involves making outbound calls to engage and activate members in various health programs, requiring exceptional communication and customer service skills. The ideal candidate will thrive in a dynamic environment, demonstrating proficiency in administrative tasks and a commitment to confidentiality. Join a forward-thinking organization dedicated to improving community health and well-being, where your contributions will make a meaningful impact on the lives of many.

Qualifications

• Two years of experience in healthcare or customer service required.
• One year of call center experience is mandatory.

Responsibilities

• Perform outbound calls to engage members in health programs.
• Document information obtained from members during calls.

Skills

Customer Service Skills

Communication Skills

Time Management

Active Listening

Computer Literacy

Education

High School Diploma

Associate's Degree

College Degree

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Customer Service Member Outreach Specialist (Outbound Call Center)

This is a remote position in Oregon only. The position is in a call center environment doing outbound calls to members.

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.

DEPARTMENT DESCRIPTION

Samaritan Health Plans (SHP) operates a portfolio of health plan products under several different legal structures: InterCommunity Health 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.

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

BEND FORWARD at waist

STAND

WALK – LEVEL SURFACE

ROTATE TRUNK Standing

REACH - Upward

SIT

REACH - Forward

MANUAL DEXTERITY Hands/wrists

FINGER DEXTERITY

About the company

The Samaritan Health Services is a non-profit, integrated delivery healthcare system consisting of five hospitals in Oregon and is headquartered in Corvallis, Oregon.