Community Engagement Coordinator at Fusion Health – Irving, Texas

The Community Engagement Coordinator will contact members of various Medicare Advantage and Medicaid health plans by phone to offer, explain, and schedule annual wellness visits and other health related services. This position will work diligently to meet department productivity, quality, and customer service goals.

Duties/Responsibilities:

· Make an average of fifty outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider.

· Follow multiple health plan approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy.

· Present a positive, professional, and high energy approach to clients, health plan members, and team members.

· Display a professional and cheerful manner with health plan members, clients, and fellow team members.

· Meet daily goals set by the department.

· Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested.

· Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems.

· Track personal reporting results (appointments scheduled, outbound call volume, productivity) using reporting systems.

· Report member complaints and escalations immediately to the provider and Community Experience department.

· Participate in peer side-by-side coaching as needed.

· Engage in training and coaching as needed.

· Follow HIPAA and other security and privacy guidelines when managing protected health information accessed during normal work activities.

· Be at work on time and consistently.

Required Skills/Abilities/Attributes:

· Excellent verbal and written communication skills.

· Persuasive (ability to present rebuttals) while treating all health plan members with professional courtesy.

· Ability to function well in a high-paced and at times stressful environment.

· Ability to adhere to a fixed daily schedule, including start, breaks, lunch, and end times.

· Ability to identify and properly adjust priorities on a continuous basis.

· Ability to multitask, use multiple systems at the same time, while making calls.

· Ability to quickly learn modern technologies, programs, and applications.

· Ability to manage confidential information with diplomacy and tact.

· Superior organizational skills and diligence.

· Excellent time management skills with a proven ability to meet deadlines.

Education and Experience:

· High school diploma or equivalent required.

· Minimum of one year working in a call center or service industry position preferred.

· Previous experience working in a metrics driven environment, with an auto dialer, and/or using scripts is preferred.

Travel:

· No travel required.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Must be able to lift up to fifteen pounds at times.

Individuals seeking employment at Fusion Health are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law.