Engagement Specialist--Bilingual Spanish/English speakingThe Engagement Specialist is the first impression members receive of CareBridge's mission and 24/7 telehealth services program. Working in a fast-paced environment, this team member is responsible for providing excellent customer service while encouraging members to opt-in and utilize this benefit.Responsibilities:Perform telephonic outreach, and potentially outreach through other channels, to eligible members receiving home and community-based servicesAnswer calls from and make calls to members, direct support professionals, caregivers, and family members in order to schedule them for their initial appointmentApply appropriate engagement tactics to drive higher engagement and a good understanding of the 24/7 program value propositionIdentify, document, and resolve member concerns to ensure interest and participating in the programUse multiple systems to track and record participant information using clear and concise notesWork collaboratively with clinical staff, social workers, and pharmacists to ensure CareBridge members receive individualized and timely care Monitor, label, and distribute faxes related to participant medical recordsMaintain excellent punctuality and attendance during work hours and schedule adherenceManage large amounts of inbound and outbound inquiries and document all interactionsMeet personal/team metricsOther duties as assignedQualifications:High school diploma required or comparable work experienceBilingual Spanish/English3+ years' experience in customer serviceInterest in helping vulnerable populationsExperience delivering persuasive messagingExpertise in phone etiquetteA warm, engaging personality with the ability to connect with individuals telephonicallySolution-oriented and a creative problem solverInspires a positive and collaborative work environmentAbility to work in a metric and goal-oriented environmentExperience with conflict resolution, defusing, and de-escalating upset callersCalm, unhurried approach that inspires confidenceHighly organized and pays attention to detailSelf-starter with a propensity to follow-up and follow-throughPrevious experience using electronic medical/health records systems, Outlook, and Microsoft Office SuiteThose who thrive at CareBridge tend to possess these qualities:An entrepreneurial spiritA tenacious self-starterFlexible and adaptable to a constantly changing workloadMust enjoy working in a fast-paced environmentA sense of humor and a down-to-earth natureExhibits a "Speed of Trust" demeanorA drive to assist the member by going above and beyond to simplify their experienceEmployment Type:Full-TimeLocation:Nashville, TN
