Customer Service- Engagement Specialist in Boston, MA at Beacon Health Options

Date Posted: 8/27/2018

Job Snapshot

Job Description


We are currently seeking a dynamic Engagement Specialist to join our team at our office in Boston, MA.  The Engagement Specialist will focus on outreach and engagement activities for newly enrolled Members and will provide support for any Members completing the Health Risk Assessment.

Position Responsibilities:

  • Telephonic outreach (and coordination with outbound calling vendor) to new members to provide an orientation/overview of how the PCC plan operates, how to access PCC providers, the value of preventative care and assistance with completion of HRA.
  • Respond to all incoming calls as well as written correspondence (non-clinical) from Covered Individuals, Network Providers, PCCs and other PCC Plan providers, including calls related to MassHealth Covered Services, BH and PCC Network Provider access, Health Risk Assessments and CMP referrals.
  • Work with Covered Individuals, Network Providers, PCCs, other PCC Plan providers and other individuals as necessary to resolve Complaints or questions where appropriate
  • Explain the MassHealth Benefit Request (MBR) and Eligibility Redetermination Verification (ERV) forms to applicants and assist with completion
  • Enter relevant and accurate call information into systems regularly meeting or exceeding MBHP quality standards

Position Requirements:

Education: High school diploma or equivalent; college degree preferred

Relevant Work Experience:   1+ years of experience in provider relations/customer service position, preferably in managed care

Knowledge, Skills & Abilities:

  • Ability to deal positively with a diverse group of members and providers Additional skills required (optional)
  • Experience with health coaching, motivational interviewing and health navigation preferred