Medicaid Customer Service Representative (Remote)

Our mission is Better Health. Our passion is helping others.

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally?
• Are you ready to join a growing team that shares your mission?
• Do you have a passion for helping others achieve Better Health?

Why Join Our Team: At Votion, it’s our commitment, our passion, and our culture that sets us apart. Our Team Members make a difference each and every day! We don’t just talk the talk - we believe in it and live by it. Our core value is always to deliver 5-star service. And by doing so, we successfully achieve our mission of Better Health. We support our providers with all the necessary tools and resources they need to deliver the care all patients deserve. Be part of a team that is rebuilding sick care into Better Health Care. We take great care of our team, patients, providers, and affiliates because together, we can achieve: Better Care. Better Outcomes. Better Health.

THE OPPORTUNITY

This Team Member will perform telephonic, administrative, clerical and operational duties in collaboration with medical office teams, internal teams and external community resources to support care goals and the Health Services function as designated by Votion..

Responsibilities & Experience

The Health Coach will directly support the Health Services goals of Votion with focus on the Medicaid Patient population. They will be expected to perform within the following scope, as well as other assigned duties and activities that aid and leverage our Team function. Responsibilities include and are not limited to:

• Other designated administrative, clerical or operational tasks as assigned to leverage Health Services goals
• Ensure accurate and up-to-date information is collected during the call, including patient demographics, insurance details, and scheduling preferences, documenting in internal systems and clinic medical record systems where allowed
• Maintain a professional and courteous demeanor while interacting with patients and their families, addressing any questions or concerns they may have using approved or reasonable and accurate information
• Collaborate with healthcare providers and clinics to schedule appointments directly into their EMR system, ensuring accurate and timely scheduling with the goal of improved patient health outcomes and the closure of Quality Care Measures.
• Conduct outbound calls to Medicaid recipient patients including adults and parents/guardians of pediatric patients to schedule annual physical wellness exams.
• Attend and participate in recurring 1:1 meetings with Director of Health Services, Manager, Team Lead, and/or Quality Assurance Specialist
• Meet individual and team performance targets for call volume and appointment scheduling
• Stay updated on Medicaid policies and procedures as communicated by Votion to provide accurate information and navigate any policy changes effectively.
• Attend and participate in recurring Health Services meetings with immediate Team and cross-functional stakeholders
• Document and track progress using provided systems, tools, or resources
• Clearly explain the purpose of the call and provide detailed information about the importance of the wellness exam.
• Build lasting relationships with medical office teams and obtain consistent engagement/participation from assigned offices in support of Votion programs and initiatives
• Act as liaison to encourage and empower patients to utilize primary care or Urgent Care services in lieu of Emergency Room and Hospital, when appropriate
• Adhere to protocols, including quality standards, call scripts, and compliance with privacy regulations.
• Assist patients and parents/guardians in understanding any specific requirements for their appointments.

Key Attributes:

• Demonstrated ability to handle data with confidentiality
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
• Is able to work within our Better Health environment by facing tasks and challenges with energy and passion.
• Has a contagious and positive work ethic, inspires others, and model the behaviors of our core values and guiding principles
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.

Additional EDUCATION & SKILLS Preferred:

• Ability to work in a shifting and fast-paced environment
• Demonstrated ability to engage telephonically with patients and external care teams
• Ability to work independently with minimal supervision
• Excellent written and verbal communication skills.
• MUST be results oriented with a focus on quality execution and delivery.
• Pediatric experience preferred
• At least 1 year in a call center environment preferred
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail
• At least 2 years of experience in a health care environment
• Ability to work cross-functionally with multiple teams
• Ability to shift focus, multi-task, and prioritize in a rapidly changing environment.
• Proven ability to work with Google Suite software or equivalent (MS Excel and MS Powerpoint)
• Effective utilization of Multi-Line Phone system
• Proven ability to manage and coordinate inbound and outbound telephonic outreach
• STRONG reasoning and critical thinking required.
• Must be able to work professionally with confidential information
• Technical degree and experience preferred
• Ability to successfully navigate electronic medical systems for accurate documentation and data purposes
• Demonstrated resourcefulness, initiative, and results-oriented capabilities

Powered by JazzHR

EHrnnd2sEP