About the position
The Engagement Specialist-Bilingual Gujarati/English speaking at CareBridge Health serves as the first point of contact for members, embodying the mission and values of the organization. This role is crucial in promoting the 24/7 telehealth services program, ensuring that members are not only aware of the services available to them but are also encouraged to utilize these benefits. The position requires a proactive approach in a fast-paced environment, where the specialist will engage with members through telephonic outreach and potentially other communication channels. The primary goal is to enhance member engagement and satisfaction by providing exceptional customer service and support. In this role, the Engagement Specialist will perform various responsibilities, including making and receiving calls from members, caregivers, and support professionals to schedule initial appointments. They will apply effective engagement tactics to communicate the value of the 24/7 program, ensuring that members understand the benefits available to them. Additionally, the specialist will document and resolve any member concerns, facilitating a smooth onboarding process into the program. The use of multiple systems to track participant information is essential, requiring clear and concise note-taking to maintain accurate records. Collaboration is key in this position, as the Engagement Specialist will work closely with clinical staff, social workers, and pharmacists to ensure that CareBridge members receive personalized and timely care. The role also involves managing a high volume of inquiries, maintaining punctuality and attendance, and meeting personal and team metrics. Overall, the Engagement Specialist plays a vital role in fostering a positive experience for members, contributing to their overall health and well-being.
Responsibilities
- Perform telephonic outreach to eligible members receiving home and community-based services.
- Answer calls from and make calls to members, direct support professionals, caregivers, and family members to schedule initial appointments.
- Apply appropriate engagement tactics to drive higher engagement and understanding of the 24/7 program value proposition.
- Identify, document, and resolve member concerns to ensure interest and participation in the program.
- Use multiple systems to track and record participant information with clear and concise notes.
- Work collaboratively with clinical staff, social workers, and pharmacists to ensure individualized and timely care for CareBridge members.
- Monitor, label, and distribute faxes related to participant medical records.
- Maintain excellent punctuality and attendance during work hours and adhere to the schedule.
- Manage large amounts of inbound and outbound inquiries and document all interactions.
- Meet personal/team metrics and perform other duties as assigned.
Requirements
- High school diploma required or comparable work experience.
- Bilingual in Gujarati and English.
- 3+ years' experience in customer service.
- Interest in helping vulnerable populations.
- Experience delivering persuasive messaging.
- Expertise in phone etiquette.
- A warm, engaging personality with the ability to connect with individuals telephonically.
- Solution-oriented and a creative problem solver.
- Ability to inspire a positive and collaborative work environment.
- Ability to work in a metric and goal-oriented environment.
- Experience with conflict resolution, defusing, and de-escalating upset callers.
- Highly organized with attention to detail.
- Self-starter with a propensity to follow-up and follow-through.
- Previous experience using electronic medical/health records systems, Outlook, and Microsoft Office Suite.
Nice-to-haves
- An entrepreneurial spirit.
- A tenacious self-starter.
- Flexible and adaptable to a constantly changing workload.
- Enjoy working in a fast-paced environment.
- A sense of humor and a down-to-earth nature.
- Exhibits a 'Speed of Trust' demeanor.
- A drive to assist the member by going above and beyond to simplify their experience.
