Engagement Specialist- Bilingual Korean/English

Job Description

Engagement Specialist--Bilingual Korean/English speaking

The 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 services

Answer calls from and make calls to members, direct support professionals, caregivers, and family members in order to schedule them for their initial appointment

Apply appropriate engagement tactics to drive higher engagement and a good understanding of the 24/7 program value proposition

Identify, document, and resolve member concerns to ensure interest and participating in the program

Use multiple systems to track and record participant information using clear and concise notes

Work 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 records

Maintain excellent punctuality and attendance during work hours and schedule adherence

Manage large amounts of inbound and outbound inquiries and document all interactions

Meet personal/team metrics

Other duties as assigned

Qualifications:

High school diploma required or comparable work experience

Bilingual Korean/English

3+ years' experience in customer service

Interest in helping vulnerable populations

Experience delivering persuasive messaging

Expertise in phone etiquette

A warm, engaging personality with the ability to connect with individuals telephonically

Solution-oriented and a creative problem solver

Inspires a positive and collaborative work environment

Ability to work in a metric and goal-oriented environment

Experience with conflict resolution, defusing, and de-escalating upset callers

Calm, unhurried approach that inspires confidence

Highly organized and pays attention to detail

Self-starter with a propensity to follow-up and follow-through

Previous experience using electronic medical/health records systems, Outlook, and Microsoft Office Suite

Those who thrive at CareBridge tend to possess these qualities:

An entrepreneurial spirit

A tenacious self-starter

Flexible and adaptable to a constantly changing workload

Must enjoy working in a fast-paced environment

A sense of humor and a down-to-earth nature

Exhibits a "Speed of Trust" demeanor

A drive to assist the member by going above and beyond to simplify their experience

Employment Type: Full-Time

Location: Nashville, TN or Remote