- Expiry Date: 25 September 2023
- Referral: email@example.com
"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".
This is a FULL TIME Work At Home Position.
Candidate can be located in any time zone as long as they can commit to the CST hours for the role. 10:30-7 CST.
Top 3 skills needed in candidates are empathy, strong technology skills and multi tasking.
Candidates MUST have reliable internet connection
The Personal Advocate position is responsible for representing Behavioral Health (CBH) to all inbound callers within a call center environment and assuring callers contact with CBH is positive. Advocates are many times the first encounter customers have with and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns. This position services calls in a warm and empathetic manner as many of the calls are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the callers needs. Based upon the call type and requests advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and training to effectively address callers needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal CBH materials to achieve first time resolution for callers.
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 authorization 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. 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.
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 call center environment experience
Creative and innovative thinking
Bachelors 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
Previous customer service experience or related position
About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.