Onboarding Specialist (Hybrid) Lowell and Surrounding Area

Commonwealth Care Alliance - Boston, MA

Full-time - Mid Level

Boston, MA

Ambulatory Health Care Services

About the position

The Onboarding Specialist serves as the primary contact for new members transitioning to the Commonwealth Care Alliance (CCA) health plan. This role involves telephonic outreach to identify existing healthcare services and new service requests, ensuring that member needs are met through collaboration with internal and external healthcare providers. The Specialist educates members about health plan offerings and addresses any questions or concerns they may have.

Responsibilities

• Serve as the primary member contact and advocate until their care team is established.
• Leverage internal and external resources to identify accurate contact information for unreachable members.
• Orient new members to the value of CCA as their health plan, providing education and answering questions.
• Document members' current healthcare services and new service requests.
• Ensure members continue to receive current healthcare services during the transition to CCA through outreach and education.
• Schedule new members' initial nurse intake visits.
• Utilize motivational interviewing techniques to engage members in the onboarding process.
• Collaborate with internal and external stakeholders and healthcare providers.
• Provide clinical care to members via telehealth technologies.

Requirements

• Bachelor's Degree or relevant experience in call center and/or Medicare/Medicaid plan required.
• 5+ years' experience required.
• 1+ years' experience working in outreach or in the community with individuals who have behavioral, medical, social, or interpersonal complexities required.
• Demonstrated understanding of the community served required.
• Experience working in a multi-cultural setting required.
• Experience using motivational interviewing techniques in a professional setting required.
• Familiarity with data entry and querying databases required.
• Excellent communication skills required.
• Strong interpersonal and customer relation skills required.
• Compassionate, understanding, and patient demeanor required.
• Ability to develop and maintain positive working relationships required.
• Basic computer skills required.

Nice-to-haves

• Experience identifying unmet healthcare needs and escalating to the appropriate individual preferred.
• Experience with electronic medical record and care management systems strongly preferred.
• Willingness to learn and utilize telehealth technologies.

Benefits

• Health insurance