Health Engagement Specialist Job at Arcadia Home Care and Staffing

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

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