Health & Wellness Engagement Asst Location: Detroit, MI Duration: 7-8 months Description: Dept: Member Engagement Center Engagement Description:
Answer inbound and place outbound calls regarding the following topics:
Act as client's first trusted source for coordinating activities and resources that enable members to get the right care at the right time
Collaborate with team members to deliver best possible service experience
Assist with coordination of services with providers
Engage prospective participants in a discussion around program benefits and enrollment
Schedules Initial Appointments, as appropriate
Handles member's questions regarding group wellness solutions and requirements.
Assist members with incentive reward questions
Support members with pedometer inquiries (technical, ordering, replacement)
Provide navigation/support for member portal interaction
Process referrals to appropriate programs from providers, members, consultants
Conducts Member Satisfaction Surveys once member successfully completes program
Research and document member contact information to facilitate outbound calls to members
Responding to written email inquiries regarding wellness programs
Responding to written email inquiries regarding incentive management activities and contract compliance impact
Facilitate claim payment for related program benefits
Other responsibilities include processing member Qualification Form, validating wellness form disposition, opening/sorting mail, updating member record
Create and/or prepare all reports/spreadsheets as assigned
Participates in the development of Policies and Procedures under direction of supervisor
Assist in the training of new Engagement Specialists in assigned area
Assist in the other projects and duties as assigned
Top 3 Required Skills/Experience:
Customer Service
Medical Terminology
Health Insurance
Required Skills/Experience The rest of the required skills/experience. Include: - Working knowledge of personal computers. - Strong analytical and problem-solving skills. Preferred Skills/Experience Optional but preferred skills/experience. Include: - Bilingual-preferred, but not required - Focused, driven to collaborate with team members to achieve an excellent service and member experience Education/Certifications Include:
Bachelor's degree in related field (required)
3-5 years' work experience in customer service/sales (required)
2-3 years' work experience in inbound/outbound call center (preferred)
Motivational training experience (preferred)
Working knowledge of medical terminology
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.