Employment Spot

Job Description

Under the general supervision of the Engagement Specialist Supervisor, the Engagement Specialist has primary responsibility for ensuring the member population's understanding of the program components and benefits through engaging and welcoming the member into the program and setting the expectations of service with members.   Will provide assistance to care enhancement program team members and perform related work as required. The position requires excellent communication, customer service and sales skills as well as the ability to build trust and credibility while working independently, exercising sound judgment and initiative. 
 
Essential Functions:
 
1.         Telephonically communicates and engages members into the programs by effectively building trust and credibility. 
 
2.         Screens requests and telephone calls, directing appropriately to designated individuals.
 
3.         Possesses solid knowledge of the programs and services and sets the expectations of service with members.
 
4.         Accurately collects inputs and updates data provided by members into the CIS in a timely manner.
 
5.         Performs other duties as assigned
 
Projects and Presentations:
 
As required.
 
Miscellaneous:
 
Other duties as assigned.
 
 
 
This position requires a responsive, committed individual who recognizes the importance of successfully engaging a member into the educational support programs offered by their health plan.

Job Requirements

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
QUALIFICATIONS:
 
1.         GED or High School diploma.
 
2.         A minimum of three years experience in the customer service and sales driven environment.
 
3.         Possess effective customer service skills and the ability to handle difficult  situations.
 
4.         Ability to work effectively with all levels of management and other colleagues; demonstrate initiative, mature judgment, and customer service orientation.
 
5.         Language Skills:  Ability to communicate with members and other members of the team. Effective oral and written communication skills.
 
6.         Reasoning Ability:  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exits. Ability to interpret and organize data in an effective and useful manner; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
 
7.         Computer Skills:  To perform this job successfully, an individual should have basic computer skills and be familiar with a Windows operating system.
 
 
 
 
LICENSES/CERTIFICATIONS
 
                        Not required.
 
PHYSICAL DEMANDS
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is required to sit for long periods at a time; type using a computer keyboard; visually read information off of a computer monitor; orally communicate information over the telephone; or hear what the member is communicating.   Specific vision abilities required by the job include close vision and color vision.
 
WORK ENVIRONMENT
 
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
The noise level in the work environment is usually moderate.
 
 
CRITERIA FOR PERFORMANCE EVALUATION:
 
Performance evaluation will be based on the Engagement Specialists abilities in meeting the criteria outlined herein; contributing to meeting the goals and accomplishments of the care enhancement program and of Healthways.
 
JOB DESCRIPTION STATUS:
 
The duties and responsibilities listed in this job description are illustrative ones anticipated for this position.  Other duties and responsibilities may be assigned, as required.  Healthways reserves the right to amend or change this job description to meet the needs of the program.  This job description and any attachments do not constitute or represent a contract.
 
 
 
 
 
 
 
 
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.