The Customer Outreach Advocate supports Community Health Choice campaigns that align with the operational needs of the organization. The Customer Outreach Advocate is responsible for handling non-clinical inbound and outbound calls to our Customers (Members and Providers). The Customer Outreach Advocate is also responsible for assisting Members with renewing their health benefits by offering application assistance and other resources that help with the re-enrollment process. This role supports our internal partners by conducting outreach through providing reminders, education, scheduling assistance, and more, along with working to improve member retention.

JOB SPECIFICATIONS AND CORE COMPETENCIES
Essential Functions
25% Performs outreach calls to support Member and Provider campaigns for a wide variety of inquiries and assistance involving benefits, claims, medical appointments/transportation and more.
25% Educates, assists and coordinates health services for members through effective communications on inbound and outbound calls
25% Completes ad-hoc requests to ensure the safety of environment and well-being of our membership in support of Outreach affairs
10% Demonstrates effective telephone skills
15% Demonstrates effective customer service skills
Marginal Functions
Utilizes time effectively


Reports to Position Title: Customer Engagement Supervisor
Employees Supervised Titles: N/A

MINIMUM QUALIFICATIONS:
Education/Specialized Training/Licensure: High School diploma or GED or equivalent
Work Experience (Years and Area): 3 years relevant work experience of which: Two years of experience in health care/plan, call center, customer service, and/or sales.
Must have CHW certification or obtained within the first 6 months of employment.
Management Experience (Years and Area): N/A
Software Proficiencies: Microsoft Office (Word, Excel, Outlook)


Job Family/Job Title Competencies

The following competencies apply to this job family:

• Customer Oriented
• Attention to Detail
• Listening
• Responding Sensitively
• Writing /Composing