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Behavioral Health Intake Care Representative (Bachelor's Required)

Tailored Management Eden Prairie, MN
  • Expired: over a month ago. Applications are no longer accepted.

Intake Care Representative
Pay rate: $20.15 an hour
Start Date: 10/07
Location: Eden Prairie, MN


The primary responsibility of the Advocate role is answering calls from customers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services

Within a call an advocate may:

  • Register participants in the intake system and opens case files
  • Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
  • Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
  • Provide participants with names and phone numbers of nearest providers
  • Multi-task by maneuvering through various computer programs and screens
  • As needed an advocate may also:
  • Write authorizations to ensure claims are paid correctly.
  • Provide follow-up calls to participants to ensure correct information is given
  • Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
  • Send complaints to initiate grievance process for customers

On all calls an advocate is responsible for:

  • Providing high quality customer service as identified by Advocacy department quality standards
  • Using independent problem solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
  • Understanding the business needs of the role, while balancing the needs of the customer (Advocacy department quality standards )
  • Taking an educational approach to ensure callers are able to understand the complexities of accessing care
  • Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within ***

Advocates have secondary responsibilities which will allow for continuous improvement in the role and professional development. Secondary responsibilities are essential to advocate's success and may include:

  • Assisting less seasoned peers by helping answer questions
  • Participating in staff meetings and in-service seminars
  • Initiating tasks in order to make improvements to current workflows that parallel with CBH's mission.
  • Developing an action plan for professional development
  • Working with matrix partners, leadership and peer group to help ensure processes are up to date and effective
  • Participating in team building activities to boost morale
  • Completing additional assigned projects and tasks
  • Maintaining a high level of working knowledge about CBH's customers and products.

Skills:

  • Stay within the role for a minimum of 1 year
  • Actively engage with customers in a positive, professional and empathic manner = 100 % goal
  • Provide high quality customer service = no more then six off-target call scores within a full calendar year (pro-rated)
  • Follow appropriate workflows and HIPAA guidelines = 100% goal
  • Adhere to a pre-determined daily schedule = 92% goal
  • Be on time with minimal unexcused absences = Adhere to *** Standard Policies
  • Be professional and communicate effectively with internal and external matrix partners = receives consistent positive feedback
  • Superb interpersonal communication
  • Effective listening and organizational skills
  • Ability to manage multiple tasks, setting priorities where needed
  • Independently problem solve, with ability to function without constant supervision
  • A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
  • Ability to learn new workflows and tasks quickly
  • Ability to work independently and be a team player
  • Previous customer service experience or related position
  • Leadership skills
  • Previous call center environment experience
  • Creative and innovative thinking

Education:

  • Bachelor's degree in mental health field or psychology/social work related field required (can also include: family communications, health coaching, community/public health or other related major). This is a non-clinical role and does not require a license

Languages:
English Read Write Speak

Tailored Management

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Eden Prairie, MN
USA

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