Care Engagement Specialist 1

BCforward is looking for Care Engagement Specialist 1 (Remote) in CST

Position Title: Care Engagement Specialist 1 (Remote)

Locations: Remote - KY (CST)
Anticipated Start Date: 4/16/2025
Expected Duration: 3 Months
Job Type: Contract with possible extension
Shift: 8:30-5:00 (CST)
Pay Rate $23.00/hr. on W2
Need: Need min 2yrs of Healthcare Exp and MS 365 , Genesys exp is required . Bilingual Spanish (Preferred)


Job Description:
The Care Engagement Specialist provides personalized concierge services to our most vulnerable Medicare members, ensuring a positive member experience while improving health outcomes. This role focuses on closing care gaps, completing annual Health Risk Assessments (HRAs), increasing member retention, addressing social determinants of health, and guiding members toward essential healthcare services.
Day-to-Day Responsibilities:

• Conduct outbound and inbound calls to engage members in their healthcare journey, including scheduling preventive appointments and completing HRAs.
• Educate members on available plan benefits, services, and preferred providers to optimize their care experience.
• Address social determinants of health by identifying and removing barriers that prevent members from accessing necessary care.
• Guide members on appropriate Emergency Department utilization for non-emergent conditions to optimize their healthcare benefits.
• Review member profiles before outreach to identify care opportunities and ensure personalized, effective interactions.
• Document all member interactions accurately and efficiently in accordance with compliance and quality standards.
• Collaborate with internal teams to drive continuous quality improvement and meet organizational objectives.
• Maintain consistent engagement as a remote employee, leveraging the Cloud Dialer Power BI report to track productivity.

Required Skills & Experience:

Proficiency in Microsoft 365 and other relevant software programs.

Strong communication and documentation skills, particularly when assisting members with medical needs.

Effective time management skills, essential for success in a remote work environment.

Preferred Skills & Experience:

Bilingual proficiency (Spanish/English) is a plus.

Previous call center experience.

Background in healthcare or medical services.

Education Requirements:

• High school diploma or equivalent, plus relevant work experience.

Preferred Education:

• Additional coursework or certification in healthcare, customer service, or related fields.

Software Proficiency:

• Microsoft 365
• Genesys

Performance Expectations & Metrics:

• Appointment Conversions: 20% (meets expectations), 30% (exceeds expectations)
• Quality Audits: 92% or higher per audit
• Call Volume: 1,000+ calls per month
• HRAs Completed: 68+ per month
• Care Gap Assessments Completed: 200+ per month
• Schedule Adherence: 90% or better

Qualifications:

• High school diploma or equivalent required.
• 0-2 years of experience in a call center, sales, or high-pressure customer service environment.
• Strong communication, problem-solving, and customer engagement skills.
• Bilingual in Spanish and English preferred.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 236775 when responding to this ad.

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