Onboarding -Customer Service Specialist

Akkodis is seeking an Onboarding -Customer Service Specialist for a Remote Contract to hire position with a client located in California (PST) time zone/ Michigan can be CST or EST.

Title: Onboarding -Customer Service Specialist

Duration: Contract to Hire

Location: California (PST) time zone/ Michigan can be CST or EST

Pay Rate: $23-$27/hr on W2

The Onboarding Specialist is the primary contact for members as they transition to a CLIENT health plan. The Specialist contacts new members via telephonic outreach and identifies both the member’s existing healthcare services that will continue and new service requests. The Specialist works to ensure that member needs are addressed through liaising with internal CLIENT providers and external healthcare providers. The Specialist also educates the member on health plan offerings and addresses members’ questions or concerns.

• Ensures members continue to receive current healthcare services as they transition to CLIENT through healthcare provider outreach and education
• Complete required compliance training in a timely manner
• Provide clinical care to members via telehealth technologies (video, chat, etc.) for clinically appropriate clinical care and care management services.
• Orients new members to the value of CLIENT as their health plan, providing education, answering members’ questions, anticipating, and meeting member needs and concerns
• Recognize and respect diversity in all forms.
• Review the Code of Conduct at least annually and promote and enforce CLIENT’s Code of Conduct
• Demonstrate integrity by working with passion, commitment, and honesty, acting in the best interests of colleagues and members.
• Leverages internal and external resources (such as claims, referrals, and pharmacy data) to identify accurate, successful contact information for unreachable or hard-to-reach members
• Serves as the primary member contact and advocate until their care team is established, both through direct member outreach and inbound call support
• Schedules new members’ initial nurse intake visits
• Demonstrate initiative, flexibility, and openness to change.
• Represent CLIENT and its clinical affiliates with professionalism. Keep current and proficient with the necessary skills and knowledge.
• Strive for excellence in the fulfillment of CLIENT’s mission through quality, innovation, and continuous learning.
• Utilizes established workflows and collaborates with internal and external stakeholders and healthcare providers
• Utilizes communication skills such as motivational interviewing to gain agreement from members to participate in the onboarding process, persistently forging trusting relationships and engaging individuals not readily interested in connecting with CLIENT
• Promptly, in good faith, report any instances of suspected fraud, waste, and abuse; suspected privacy and/or security incidents; or any compliance concerns identified
• Self-identify training and development needs relevant to the work area and responsibilities. Adhere to all applicable compliance requirements including but not limited to:
• Ensure confidentiality of member and company proprietary information is maintained
• Approach work in a collaborative and caring manner interacting with insight, sincerity, and compassion. Demonstrate accountability by delivering on commitments, owning mistakes as well as successes, and contributing to an empowering environment where the focus is on solving problems and learning from errors.
• Documents members’ current healthcare services and new service requests

Experience

• 5+ years’ experience
• Experience working in a multicultural setting
• 1+ years’ experience working in outreach or in the community with individuals who have behavioral, medical, social, or interpersonal complexities impacting their lives
• Experience using motivational interviewing techniques in a professional setting

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pays upon meeting eligibility criteria.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy

The Company will consider qualified applicants with arrest and conviction records.