Job Description

Position Summary: The Health Engagement Specialist will be responsible for handling incoming requests for home care services and for managing all client change in condition (CIC) calls from the direct care staff. They will be responsible for vetting and quoting opportunities for private pay as well as coaching and training direct care staff on the CIC process and reports. Additionally, the specialist will monitor and address electronic visit verification geofence incidents, correct geofence issues, and provide coaching to direct care staff. The Specialist will have regular ongoing communication and status updates with Agency Directors as well as Operational leaders. (Bilingual - Spanish Preferred)

Schedule: Remote - 40 hours per week (1 day a month in the Lisle Office) Addus HomeCare 801 Warrenville Road Ste. 800 Lisle, IL 60532

Temp Position!!

Pay: $18 - $21 Hourly

>> We offer our team the best <<

• Medical, Dental and Vision Benefits
• Continued Education
• PTO Plan
• Retirement Planning
• Life Insurance
• Employee discounts

Essential Duties:

• Receive incoming calls from potential new clients in all markets and for all brands
• Relay information about available services and programs
• Qualify and advance lead to 'conversion ready' status by identifying the client’s needs
• Work closely with sales force, external referral partners and branch managers regarding call activity and new leads
• Maintain, follow up and track referrals
• Receive and document CIC calls from direct care staff
• Review and verify CIC reports from EVV and other electronic systems, perform follow up as necessary
• Evaluate CIC information for additional follow up
• Relay CIC information to payer care managers, physicians, internal operations or other interested parties
• Review and evaluate EVV geofence reports to identify reasons for events
• When possible, correct client data to correct incorrect geofence events
• Contact direct care personnel to obtain additional information regarding geofence events and provider education and coaching related to correct EVV protocols
• Relay information and issues to internal operations as needed for follow up
• Conduct competitive surveys and mystery shops
• Perform quality assurance calls
• Always maintains a high degree of confidentiality due to access to sensitive information
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, and HIPAA regulations and requirements
• Abides by all regulations, policies, procedures and standards
• Performs other duties as assigned

Performance Responsibilities:

• Maintains positive internal and external customer service relationships
• Maintains open lines of communication
• Plans and organizes work effectively and ensures its completion
• Contribute to census and revenue growth
• Meets all productivity requirements
• Demonstrates team behavior and promotes a team-oriented environment
• Actively participates in continuous quality improvement
• Represents the organization professionally at all times

Position Requirements & Competencies:

• Associates Degree or the equivalent required; Bachelor’s Degree preferred
• Two years’ experience in customer service, marketing and/or sales (Call Center environment strongly preferred)
• General knowledge of home care and home health; knowledge of managed home healthcare preferred
• Strong communication skills and interpersonal skills
• Solid computer proficiency in Microsoft Office including Excel and web-based application
• Ability to complete tasks in a multi-phased, fast paced environment
• Committed to exceptional customer service and meeting customer needs

To apply via text, text 11641 to 334-518-4376

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