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Health Engagement Specialist

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Arcadia Home Care and Staffing - an Addus family company

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Location:
United States , Lisle

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

20.00 - 22.00 USD / Hour
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Job Description:

The Health Engagement Specialist will be responsible for handling incoming requests for home care services and for managing all client change in condition (CIC) calls from the direct care staff. They will be responsible for vetting and quoting opportunities for private pay as well as coaching and training direct care staff on the CIC process and reports. Additionally, the specialist will monitor and address electronic visit verification geofence incidents, correct geofence issues, and provide coaching to direct care staff. The Specialist will have regular ongoing communication and status updates with Agency Directors as well as Operational leaders.

Job Responsibility:

  • Receive incoming calls from potential new clients in all markets and for all brands
  • Relay information about available services and programs
  • Qualify and advance lead to 'conversion ready' status by identifying the client’s needs
  • Work closely with sales force, external referral partners and branch managers regarding call activity and new leads
  • Maintain, follow up and track referrals
  • Receive and document CIC calls from direct care staff
  • Review and verify CIC reports from EVV and other electronic systems, perform follow up as necessary
  • Evaluate CIC information for additional follow up
  • Relay CIC information to payer care managers, physicians, internal operations or other interested parties
  • Review and evaluate EVV geofence reports to identify reasons for events
  • When possible, correct client data to correct incorrect geofence events
  • Contact direct care personnel to obtain additional information regarding geofence events and provider education and coaching related to correct EVV protocols
  • Relay information and issues to internal operations as needed for follow up
  • Conduct competitive surveys and mystery shops
  • Perform quality assurance calls
  • Always maintains a high degree of confidentiality due to access to sensitive information
  • Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
  • Follows all Medicare, Medicaid, and HIPAA regulations and requirements
  • Abides by all regulations, policies, procedures and standards
  • Performs other duties as assigned

Requirements:

  • Associates Degree or the equivalent required
  • Bachelor’s Degree preferred
  • Two years’ experience in customer service, marketing and/or sales (Call Center environment strongly preferred)
  • General knowledge of home care and home health
  • knowledge of managed home healthcare preferred
  • Strong communication skills and interpersonal skills
  • Solid computer proficiency in Microsoft Office including Excel and web-based application
  • Ability to complete tasks in a multi-phased, fast paced environment
  • Committed to exceptional customer service and meeting customer needs
What we offer:
  • Medical, Dental and Vision Benefits
  • Continued Education
  • PTO Plan
  • Retirement Planning
  • Life Insurance
  • Employee discounts

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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