Customer Service Representative - Equality Health

Equality Health, LLC is a Phoenix-based whole-health delivery system focused on transforming value-based care delivery with population specific programs that improve access, quality, and member trust. Our mission is to ensure diverse populations receive quality healthcare that improves and enriches their lives. Through an integrated technology and services platform, culturally competent provider network and personalized care model, Equality Health helps managed care plans and health systems improve outcomes for diverse populations while simultaneously making the transition to risk-based accountability.

Position Summary:

The Care Specialist/Customer Service Representative is primarily responsible for providing supportive care and assistance to a diverse patient population to identify barriers to self-care and healing, decision making, and communication in navigating the healthcare system. The Care Specialist/Customer Service Representative works closely with, Community Health Workers, Chaplains, and other members of the Clinical Operations team, and consistently demonstrates a high standard of ethical behavior, professionalism, sensitivity, and confidentiality.

*Position is located at our Scottsdale, AZ office with a hybrid presence*

Responsibilities:

• Conduct outbound phone calls to members to conduct health assessments, identify care needs, and determine appropriateness for participation in care coordination programs
• Assist and support patients with barriers to care including, but not limited to, scheduling appointments, and locating and accessing community resources
• Work collaboratively with patients, network providers, referral coordinators, office and hospital staff; document all activities
• Communicate care coordination services available to patients and caregivers
• Screen for physical health and behavioral health needs to refer to appropriate healthcare professionals for effective and timely intervention
• Perform a variety of activities to provide meaningful data to providers, patients and their families
• Participate in a variety of educational programs to maintain current skill and competency levels
• Perform miscellaneous job-related duties as assigned

Required Knowledge, Education & Experience:

• Associate’s degree in Healthcare or a related field of study; or, an equivalent combination of education and/or experience
• Minimum two (2) years of experience in customer service or in a directly related position in the healthcare industry
• Proficiency with Microsoft Office applications and web-based technologies
• Bilingual; able to read, write, and speak Spanish and English proficiently

Highly Preferred Skills, Abilities & Qualifications:

• Previous experience, knowledge and understanding of coordinating care for members
• Familiarity with federal and state laws and requirements related to healthcare and health information protection
• One or more of the following certifications: Basic Life Support (BLS), Certified Medical Assistant (CMA), Certified Nursing Assistant (CNA), Emergency Medical Technician (EMT)
• Excellent verbal, written and interpersonal communication skills
• Able to speak clearly and concisely in English and Spanish, conveying complex or technical information in a manner that others can understand, and able to understand and interpret complex information from others
• Demonstrated ability to gain acceptance and compliance from clinical staff to achieve mutually beneficial outcomes
• Excellent problem-solving skills, including the ability to systematically analyze problems, draw relevant conclusions and devise appropriate courses of action
• Strong organizational and prioritization skills; able to manage multiple activities and work independently with minimal supervision

Equality Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training