Care Engagement Specialist 1

Care Engagement Specialist 1

BC Forward is looking for Care Engagement Specialist 1 (Remote-KY)

Position Title: Care Engagement Specialist 1 (Remote-KY)

Locations: Remote - Kentucky (KY)
Anticipated Start Date: 06/19
Expected Duration: 3 Months
Job Type: Contract with possible extension
Shift: 8:30-5:00 Overtime not required.
Pay Rate $23.00hr. on W2
Need: 2 years of experience in call center, customer service, or sales environments-preferably in healthcare or high-pressure settings-with proficiency in Microsoft 365 and Genesys.


Job Description:
Job Summary:
The Care Engagement team plays a vital role in supporting the organization's mission to improve health outcomes by conducting Health Needs Screenings (HNS), scheduling preventive care appointments, and educating members about their health plan benefits and available services. This role focuses on increasing healthcare adherence, reducing barriers to care, and promoting member engagement through personalized outreach and education.

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Key Responsibilities:

• Conduct outbound calls and receive inbound inquiries to assist members with scheduling doctor appointments, completing Health Needs Screenings, and making necessary payments to become eligible for enhanced benefits.
  
• Educate and influence members to utilize additional health benefits and preventive services by highlighting available enhanced services and recommending preferred providers.
  
• Provide education to members on the appropriate use of emergency services, particularly in non-emergent situations, and explain the impact of misuse on their benefits.
  
• Identify and address barriers that may prevent members from accessing needed screenings, services, or making required payments.
  
• Conduct comprehensive reviews of member profiles prior to outreach to identify opportunities for improving health outcomes, such as additional benefits or services members may qualify for.
  
• Participate in quality improvement initiatives to help the department and company meet or exceed performance goals.
  
• Analyze call data and performance metrics to adjust outreach strategies for improved member engagement.
  
• Serve as a secondary support resource for the Member Services and Provider Services call centers as needed.
  

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Qualifications:

• High school diploma or equivalent required.
  
• 0-2 years of experience in a call center, customer service, or sales-driven environment, preferably in a high-pressure or healthcare setting.
  
• Bilingual fluency in Spanish and English preferred.
  

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Key Competencies:

• Strong interpersonal and communication skills.
  
• Ability to educate, motivate, and influence members effectively.
  
• Problem-solving mindset with a focus on overcoming barriers to care.
  
• Data-driven approach to adjusting outreach strategies.
  
• Commitment to delivering exceptional member service and promoting quality care.
  

Day-to-Day Responsibilities:

• Make outbound calls and receive inbound calls to engage members in health-related conversations.
  
• Schedule provider appointments, encourage completion of HRAs, and assist members in accessing additional plan benefits.
  
• Educate members on the proper use of healthcare resources, including avoiding non-emergent use of emergency services.
  
• Identify and address social, financial, and logistical barriers that may prevent members from receiving care.
  
• Conduct comprehensive Care Gap and HRA assessments during member outreach calls.
  
• Use internal tools (e.g., Microsoft 365, Genesys, Power BI) to track and manage member outreach, document interactions, and monitor performance.
  
• Collaborate cross-functionally with departments such as Quality Improvement, Learning & Development (L&D), and Contact Center Operations.
  
• Adhere to call scripts, compliance standards, and schedule expectations to ensure a consistent and high-quality member experience.
  

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Project Description:
This role supports an enterprise-wide initiative to improve member outcomes and satisfaction for Medicare enrollees. The project focuses on enhancing member engagement through personalized outreach, eliminating care access barriers, improving preventive care participation, and addressing Social Determinants of Health through data-informed outreach efforts.

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Performance Metrics & Expectations:

• Conversions (appointments scheduled during successful calls):
  
  • 20% %3D Meets expectations
    
  • 30% %3D Exceeds expectations
    
• Quality Audits:
  
  • Minimum score of 92% per audit
    
• Call Volume:
  
  • 1,000 or more calls/month
    
• HRAs Completed:
  
  • 68 or more per month
    
• Care Gap Assessments Completed:
  
  • 200 or more per month
    
• Schedule Adherence:
  
  • 90% or better
    
• Remote Engagement:
  
  • Demonstrated via Cloud Dialer Power BI report
    

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Key Internal/External Collaborators:

• Internal: Quality Improvement Department, Centene Learning & Development, Contact Center Operations
  
• External: Members, Preferred Providers
  

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Required Skills & Experience:

• High school diploma or equivalent
  
• Proficiency with Microsoft 365 and related software
  
• Strong communication, documentation, and interpersonal skills
  
• Ability to work independently and manage time effectively in a remote setting
  

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Preferred Skills & Experience:

• Bilingual (Spanish/English strongly preferred)
  
• Call center or customer service experience
  
• Medical or healthcare background
  

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Software Proficiency:

• Microsoft 365
  
• Genesys (call management platform)
  
• Power BI (for performance reporting)
  

Benefits at BCforward:
BCforward offers a comprehensive benefits package to all eligible employees, which includes:

• Major medical insurance
• Health Savings Account (HSA)
• Dental and vision insurance
• Employer-provided group life insurance
• Voluntary life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan

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About BCforward:

Founded in 1998, BCforward was established to provide industry leaders with professional services and workforce management expertise to support the development and execution of core business and technology strategies. As a Black-owned organization, BCforward delivers unique solutions that drive value capture and digital product delivery for clients across the globe.

Headquartered in Indianapolis, Indiana, with an Offshore Development Center in Hyderabad, India, BCforward's team of 6,000 consultants supports over 225 clients worldwide.

BCforward is guided by its core values of People-Centricity, Optimism, Excellence, Diversity, and Accountability. These values empower BCforward professionals to help clients transform, accelerate, and scale their businesses effectively. With a proven track record spanning over 25 years, BCforward is proud to be a market leader and a best-in-class employer.

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Commitment to Diversity and Equal Opportunity:

BCforward is an equal-opportunity employer. We are committed to creating an inclusive environment where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

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Privacy Notice:

As part of the recruitment process, BCforward may request various categories of personal information, such as identifiers, professional details, education history, and other relevant data. This information is solely used to facilitate the recruitment process. For more details on how BCforward collects and uses personal information, please review our Privacy Notice and CCPA Addendum.

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Important Notices:

• This posting is for informational purposes only and does not constitute an offer of employment.
• Applicants must be legally authorized to work in the United States.
• Submitting intentionally false or fraudulent information may result in ineligibility for employment.
• Employment offers are considered "at-will," regardless of assignment duration.

Interested candidates please send resume in Word format Please reference job code 239158 when responding to this ad.

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