Member Support Specialist - Bilingual in Spanish

 

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Overview:

Ontrak is hiring Bilingual Spanish Enrollment Support Specialist - Remote Position

This role will play a vital role in supporting our WholeHealth+ mission by holistically enhancing member outcomes. The Specialist improves access to care through timely referral management, appointment coordination and member data reconciliation. The Specialist will serve as a trusted contact for our members, coordinating the administrative needs of the member journey and ensuring they have a legendary experience. The Specialist will work in tandem with our Member Engagement and Care Coach teams to partner in the provision of high-quality member services.

Essential Functions:

• Referral Management. Process referral requests from Ontrak Care Coaches to BH providers, non-medical drivers of health resources, and health plan resources.
• Appointment Scheduling. Coordinate behavioral health provider appointment scheduling, as needed. Inform member of provider office scheduling instructions; joins member on call to provider office to support scheduling needs.
• Program Onboarding. Support members as they initiate their Ontrak program journey by providing key resources and serving as an extension of the care coach for non-coaching support.
• Provider Intake. Support members with completing pre-visit paperwork required for provider visits.
• Eligibility Checks. Proactively monitor and respond to member report changes in plan eligibility for enrollment updates.
• Document Reconciliation. Review documents and session notes from provider offices and upload to member chart. Support members with Ontrak program form completion
• Administrative Requests. Process/Escalate member/provider reported change of member information requests and/or records requests.
• Member Resource Library Maintenance. Perform quarterly review of SDOH referral options to assess program fit and maintain library of member support resources. Research and modify the library, as needed, based on member population needs.

Qualifications:

Required: High school diploma

Preferred: Associate's Degree

Required: Bilingual in Spanish

Required: 1 or more years of experience in healthcare, behavior health experience is a plus

• Proficient personal computer skills, including Microsoft Office (Word, Excel, PowerPoint) and health care documentation systems is required;
• Ability to communicate effectively and courteously
• Ability to handle multiple tasks simultaneously
• Demonstrate analytical and problem-solving skills
• Passion for providing excellent customer experience
• A reliable high-speed Internet connection (cable, DSL or fiber) with speeds of at least 10Mbps download and 5Mbps upload
• Appointment scheduling experience
• Discipline to work from home while following a set schedule
• Compensation: $20-23 an hour

About Us:

Ontrak, Inc. is making a positive impact on people’s lives every day. We use predictive analytics to identify health plan members with unaddressed behavioral health conditions that worsen chronic disease, then engage, support, and guide these members to better health with a personalized, human-centered approach. This has led us to where we are today: growing and saving lives as we do.

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Ontrak, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Notice to candidates: Please visit our fraud alert to protect yourself from scams targeting job seekers: https://www.ontrak-inc.com/fraud-alert.html

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