Better Health Group Hiring for Healthcare Customer Service Representative (Remote) at Tulsa, OK Full Time

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally?
• Do you have a passion for helping others achieve Better Health?
• Are you ready to join a growing team that shares your mission?

Why Join Our Team: At Votion, it’s our commitment, our passion, and our culture that sets us apart. Our Team Members make a difference each and every day! We don’t just talk the talk – we believe in it and live by it. Our core value is always to deliver 5-star service. And by doing so, we successfully achieve our mission of Better Health. We support our providers with all the necessary tools and resources they need to deliver the care all patients deserve. Be part of a team that is rebuilding sick care into Better Health Care. We take great care of our team, patients, providers, and affiliates because together, we can achieve: Better Care. Better Outcomes. Better Health

THE OPPORTUNITY

This Team Member will perform administrative, clerical and operational duties in collaboration with medical office teams, internal teams and external community resources to support care goals and the Health Services Team function as designated by Better Health Group.

Responsibilities & Experience

The Health Coach will directly support the Health Services Team. They will be expected to perform within the following scope, as well as other assigned duties and activities that aid and leverage our Team function. Responsibilities include and are not limited to:

• Communicating and facilitating Transition of Care Management (TCM) telephonically between patients and medical offices as assigned
• Telephonic outreach to recently discharged patients; to assess patient needs and coordinate care
• Thorough interview of assigned patients regarding discharge instructions and plans to include:
• Educating patients to call Primary Care Physician (PCP) for all truly non-emergent services
• Inquiring as to discharge planning and review of plan with Provider
• Encourage and schedule post-discharge medication reconciliation with the Provider
• Review any dietary changes with the Provider post-discharge
• Review any self-care planned i.e.: durable medical equipment, home care, wound care, etc.
• Assess patient at-home support system ie: caregiver or any persons identified as assisting them with any healthcare needs
• Establishing whether or not the patient has advanced directives in place and accessible to the Provider and family in case of need (encouragement to do so, if not)
• Obtaining the status of seasonal vaccines
• Scheduling or confirming follow-up with Provider, ideally within 7 days of discharge
• Utilize plan benefits effectively; transportation assistance, nutritional support, and other benefits as applicable
• Responsible for ing on TCM task completion and disposition of tasks as appropriate
• Accurate and timely documentation provided to assigned PCP office champions
• Prepared to assist with telephonic outreach to external pharmacies, PCPs, and patients for medication adherence; escalate to internal Clinical Pharmacist as appropriate
• Prepared to assist and engage in other telephonic outreach campaigns as directed by Better Health Group to include Medicaid, Medicare, fee for service, etc.
• Utilizing TCM s to prevent re-admissions for recently discharged patients
• Utilizing Complex Care Management s to identify patients at risk for admission to hospital and strategize on preventative care options
• Escalate high-risk patients to medical office champions, internal Utilization Management Nurses, internal Subacute Nurse,s and internal Field Ops team members as appropriate
• Daily operation of a multi-line phone system to complete assigned tasks
• Daily operation and utilization of designated electronic medical systems for task completion and accurate documentation of call activities
• Act as liaison to encourage and empower patients to utilize primary care services
• Collaborate with internal and external teams to leverage care goals
• Attend and participate in weekly Health Services meetings with Team
• Attend and participate in weekly 1:1 meetings with Sr. Manager of Health Services
• Build lasting relationships with medical office teams and obtain consistent engagement/participation from assigned offices in scheduled huddles
• Communicate with medical office champions to monitor care provided to high-risk patients
• Successful management and coordination of inbound and outbound calls
• Collaborate internally with Field Operations, Quality Operations, and Stars teams to leverage utilization management goals
• Outreach and collaboration with external medical offices, hospitals, and SNF to assist, facilitate, and leverage care goals
• Other designated administrative, clerical or operational tasks as assigned to leverage Better Health Group goals (i.e.: medication adherence initiatives, PODS, members not seen, etc.)

Key Attributes:

• Has a contagious and positive work ethic, inspires others, and models the behaviors of our core values and guiding principles
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
• Is able to work within our Better Health environment by facing tasks and challenges with energy and passion.
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.
• Demonstrated ability to handle data with confidentiality

Additional EDUCATION & SKILLS Preferred:

• Technical degree and experience preferred
• At least 2 years of experience in a healthcare environment
• At least 1 year in a call center environment preferred
• Ability to successfully navigate electronic medical systems for accurate documentation and data purposes
• Demonstrated ability to engage telephonically with patients and external care teams
• Proven ability to manage and coordinate inbound and outbound telephonic outreach
• Proven ability to work with Google Suite software or equivalent (MS Excel and MS PowerPoint)
• Ability to work independently with minimal supervision
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail
• Demonstrated resourcefulness, initiative, and results-oriented capabilities
• Ability to work in a shifting and fast-paced environment
• Must be able to work professionally with confidential information
• Excellent written and verbal communication skills.
• Ability to work cross-functionally with multiple teams
• Ability to shift focus, multi-task, and prioritize in a rapidly changing environment.
• STRONG reasoning and critical thinking are required.
• MUST be results-oriented with a focus on quality execution and delivery.

Physical Requirements:

(essential function: telephone, communication, operative, sit – long periods of time)

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