Intake Customer Service Representative - Bienvivir All Inclusive Health

Bienvivir All-Inclusive Senior Health (“Bienvivir”) is a community-based, patient-centered, comprehensive health care delivery system that advocates and promotes quality of life, optimum independence, dignity, and choices in a nurturing environment for frail seniors. Since 1987, Bienvivir has served the frail seniors of El Paso, Texas through the provision of the Program of All-Inclusive Care for the Elderly (“PACE”).

PACE is a unique managed care benefit for frail seniors (referred to as participants) age 55 and older who are certified by the state as needing nursing home level care and who reside in a PACE service area. PACE programs coordinate and provide comprehensive medical and support services so that participants can remain independent and stay in their homes for as long as safely possible.

BENEFITS for Full and Part-time employees who work 30 or more hours per week:

We pay 100% of the MEDICAL monthly premiums for Employee Only coverage.

We pay 100% of the DENTAL monthly premiums for Employee Only coverage.

We provide an affordable VISION monthly premium for Employee + Family coverage.

We pay 100% of BASIC LIFE for a benefit amount of $10,000.

We offer safe harbor matching contributions for the 403(B) RETIREMENT SAVINGS account.

We offer up to fifteen (15) days of PAID TIME OFF based on paid hours per pay period.

We offer eleven (11) company-observed PAID HOLIDAYS.

We offer education and TUITION REIMBURSEMENT.

We offer MILEAGE REIMBURSEMENT.

Bienvivir is currently accepting applications for the following position:

INTAKE CUSTOMER SERVICE REPRESENTATIVE

Under the supervision of the Intake Manager, the Intake Customer Service Representative (ICSR) performs a variety of high-level customer service and clerical coordination functions to facilitate support of the overall operations of the Intake Department. The Intake Customer Service Representative (ICSR) identifies potential enrollees to PACE (Bienvivir) as well as manages the completion of the Visitor’s application process to include: financial, medical, SASO applications and submission of these documents to the State of Texas or other state administrative agencies on a timely manner.

RESPONSIBILITIES:
1. Schedules Home Visits for applicants requesting to become potential enrollees in the PACE program and maintains the monthly Home Visit schedule in the Customer Relationship Management (CRM) system; adjusts schedule as necessary.
2. Telephonically screens applicants by assessing appropriateness with regards to catchment areas, eligibility requirements, and promptly responds to telephone inquiries from individuals seeking information about the PACE (Bienvivir) program.
3. Works in coordination with other members of the Intake Team (Intake Coordinators, Intake Manager, Medicaid Eligibility workers) and clinical operations team (RN, Social Worker, Physician, Medical Records) during the enrollment process to initiate and help facilitate the financial and medical applications for all potential enrollees
4. Communicates with the Health and Human Service Commission (HHSC) Medicaid Eligibility (ME) Worker(s) as needed to establish an applicant’s financial eligibility.
5. Works in conjunction and provides additional information to state administrative agencies (TMHP, ME Worker, HHSC) regarding potential enrollees and communicates any pending denials as needed.
6. Provides support to Intake Department personnel as needed to include the Intake Manager, Medical Necessity-Level of Care (MN-LOC) Registered Nurse, and Intake Coordinators.
7. Ensures that potential enrollee’s Intake data collection tools are maintained, current, and in compliance with PACE requirements and Bienvivir policy.
8. Participates in weekly Intake Department meetings as well as joint Intake/Marketing meetings; communicates relevant information to staff as needed.
9. Maintains and provides appropriate Intake process documentation for both internal and external reporting purposes as required.
10. Communicates issues related to the enrollment process to the Intake Manager on a timely basis.
11. Other tasks and responsibilities as assigned by the Intake Manager.

QUALIFICATIONS / REQUIREMENTS:
1. High school graduate required.
2. One year of experience working with the elderly population.
3. One year of experience providing departmental clerical support.
4. Prior experience working sales; utilizing a Customer Relationship Management (CRM) system preferred.
5. Bilingual (fluent in English and Spanish)