Health Advocate, Call Coordinator

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Engage with Medicare members through digital platforms and phone communication.

• Perform both inbound and outbound outreach concerning healthcare appointments, screenings, vaccinations, and medication refills.

• Identify barriers and gather information using motivational interviewing techniques to help address care gaps.

• Offer professional and empathetic support while answering or directing member inquiries.

• Advocate for Medicare members and facilitate care coordination among health plans, physicians, and pharmacies.

• Gather member-reported information in the CRM to assist with HEDIS medical-record documentation.

• Provide education to members tailored to their needs, preferences, and comprehension.

• Act as a primary point of contact, resolving issues and escalating to leadership as necessary.

• Foster trusting relationships and connect members with relevant services.

• Clarify programs, Aetna tools, and healthcare resources.

• Record and monitor member interactions, events, and outcomes in relevant systems.

• Generate business communications, including letters and spreadsheets.

• Manage multiple functions and products while adhering to performance benchmarks.

• Recognize issues that require escalation and propose solutions.

• Contribute to individual, team, and organizational goals and initiatives.

⛳️ Requirements

• Proficiency in Windows-based applications and the ability to utilize standard corporate software with a high level of computer literacy.

• Excellent communication skills and experience engaging with medical providers and/or clinical staff.

• Strong listening abilities and interpersonal skills.

• Excellent analytical skills with a keen focus on accuracy and detail.

• Capability to de-escalate challenging situations.

• Empathy, curiosity, eagerness to learn, compassion, and listening abilities.

• Recent relevant experience with HEDIS screening measures and behavior change is preferred.

• Bilingual or multilingual candidates are highly preferred.

• Bachelor’s degree or equivalent experience is preferred.

• Medical certifications such as certified nursing assistant or medical assistant are strongly recommended but not mandatory.

• Prior experience interacting directly with members/consumers, ideally in a call center environment.

• At least 3 years of recent and relevant experience in healthcare, healthcare marketing, outreach, health education, health coaching, or disease management.

• 3–5 years of experience in a healthcare setting with direct communication with various management levels, including medical providers.

• Experience in telephonic care coordination.

• High School Diploma or G.E.D. is required.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• Paid time off

• Retirement savings options

• Wellness programs

• Additional resources supporting physical, emotional, and financial well-being, based on eligibility