Care Engagement Specialist 3 - 210938

Care Engagement Specialist 3 - 210938

BC Forward is looking for Care Engagement Specialist 3 (Remote CST)

Position Title: Care Engagement Specialist 3 (Remote CST)

Locations: CST - REMOTE
Anticipated Start Date: 9/1
Expected Duration: 4 Months
Job Type: Potential for extension, no potential to convert to FTE
Shift: Training: 8am-5pm CST Mon-Fri for 1-2 weeks with cameras on.
Pay Rate $21.00hr on W2.
Need: 3+ years sales/customer service experience OR Bachelor's degree in Healthcare/Business with 1+ year relevant experience; High school diploma or GED required; bilingual (English/Spanish) preferred. Call center experience, call volume metrics

Job Description:
Care Engagement Specialist
Position Purpose:
The Care Engagement Specialist plays a vital role in supporting the organization's mission to improve member health outcomes by promoting preventive care, increasing healthcare adherence, and reducing barriers to access. This position is responsible for proactively reaching out to members to complete health screenings, schedule preventive care appointments, educate members on available benefits, and assist with payment processes to ensure eligibility for enhanced services.

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Key Responsibilities (Day-to-Day):

• Make outbound and receive inbound calls to members to:
  • Schedule preventive care appointments
  • Assist in completing Health Needs Screenings (HNS)
  • Support members in making payments to become eligible for enhanced benefits
• Educate members on plan benefits, services, and available enhanced care options
• Influence members to utilize additional services by promoting preferred providers and explaining benefit enhancements
• Advise members on appropriate use of Emergency Departments and the impact of misuse on their benefits
• Identify and resolve barriers preventing members from accessing care or completing required health activities
• Review member profiles prior to outreach to identify opportunities for benefit enrollment or HEDIS gap closure
• Participate in quality improvement initiatives to support department and company goals
• Analyze call data and reports to refine outreach strategies and improve performance
• Serve as a secondary support resource for Member Services and Provider Services call centers
• Engage in special projects and assignments as directed by Market leadership

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Member Outreach & Projects:

• Conduct outreach calls as assigned in the outreach tracker by Market leadership
• Participate in targeted campaigns such as HEDIS gap closure and preventive care initiatives
• Complete special assignments as requested by the Market, including receiving any necessary training before project launch

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Performance Expectations / Metrics:

• Daily Call Volume: Minimum of 40-50 attempted/dialed calls per day
• Achieve performance goals related to:
  • Appointment scheduling
  • Completion of health screenings
  • Member education and engagement
  • Conversion to enhanced benefits
• Maintain high quality standards in customer service and compliance

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First Day Overview:

• Day 1: Corporate onboarding including:
  • IT setup and system access
  • Completion of mandatory Centene University Training
• Ongoing: Market-specific and role-specific training provided at the health plan level
• Training Completion: Minimum of 8 hours of shadowing with an experienced team member prior to independent calling

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Education, Certification & Licensure:

• Required: High school diploma or GED
• Preferred: Some medical training or related healthcare experience
• Licensure: None required

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Experience Requirements:

• Required:
  • 3+ years of sales or customer service experience in a call center or high-volume environment
  • OR Bachelor's degree in Healthcare, Business Administration, or related field with 1+ year of relevant experience
• Preferred:
  • Bilingual (English/Spanish)
  • Healthcare or medical background
  • Experience in member or provider services

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Top 3 Must-Have Hard Skills (Stack Ranked):

Strong Computer Skills & Customer Service Orientation

Proficiency in Microsoft Excel, Detail-Oriented, and Organized

Time Management & Ability to Meet Call Volume Metrics

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Additional Qualities to Look For:

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, high-volume call center environment
• Strong problem-solving abilities
• Commitment to improving member health outcomes

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Disqualifiers:

• No prior call center or customer service experience
• Inability to meet daily call volume and performance metrics
• Lack of basic computer proficiency

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Interview Process:

• Format: Zoom (Camera ON required)
• Process Includes:
  • Resume shortlisting based on experience and qualifications
  • Candidate review and selection by hiring manager
  • Structured interview focusing on customer service, call center experience, and motivation for the role
• Projected Manager Review Date: ASAP

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Onboarding & Training Expectations:

• Week 1: Corporate onboarding including IT setup and mandatory training
• Week 2+: Market-specific training and outreach role training
• Shadowing Period: Minimum 8 hours with experienced team members
• Performance Readiness: Evaluated prior to independent call handling

About BCforward

Founded in 1998, BCforward is a Black-owned global leader in workforce management and digital product delivery solutions, headquartered in Indianapolis, IN. With a worldwide team of over 6,000 consultants, BCforward is dedicated to empowering human potential through its core values: People-Centricity, Excellence, and Diversity.

As an industry pioneer, BCforward provides a best-in-class workplace, fostering a culture of accountability, innovation, and optimism. Committed to equal opportunity employment, the company champions diversity and inclusion, striving to create a positive impact for its clients, employees, and communities.

Interested candidates please send resume in Word format Please reference job code 241165 when responding to this ad.

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