Summary of Job
Perform outreach to identified participants with the goal of educating on available services and programs, increasing engagement with the program, and aiding in all aspects of registration, scheduling appointments and sessions with coaches, as well as understanding and utilizing online tools and services. Support Health Coaching team through management of outreaching participants for appointment reminders, reschedules and follow-ups.
Track interactions and report on contacts, outcomes, and trends by sharing anecdotal/verbatim feedback and collaborate with leadership to improve future communication and engagement tactics. Utilize knowledge of WellSpark's solutions to serve as a positive brand ambassador for the enterprise in all interactions.
Responsbilities:
- Conduct outreach to members based on identified eligibility; respond to participant needs and help to solve issues related to registration and utilization of services and features.
- Provide information on wellness programs and help enroll members in applicable programs and document any further follow-up needed specifically from coaching and account management teams.
- Perform ad hoc participant outreach based on additional identified needs.
- Document interactions and outcomes clearly.
- Support outreaches in support of health coaching appointment reminders and reschedules.
- Prepare for outreach and balance priorities between new outreaches and follow-ups as directed by leadership team.
- Participate in meetings with manager and team members to discuss client and participant concerns, improvement opportunities (people, processes and technology), and other company priorities.
- Perform related duties as directed, assigned, or requested.
Qualifications:
- Bachelor's Degree (Preferred)
- 1 - 2+ years of experience working with customers in customer service, medical or managed care environment or health coaching environment (Required)
- Bilingual ability (Spanish Speaking) (Preferred)
- Experience in evidence-based health and lifestyle coaching techniques (Preferred)
- Willingness to attend appropriate training and certification classes (Required)
- Additional experience may be considered in lieu of educational requirements (Required)
- Experience communicating directly with customers, assessing needs, and connecting customers with resources (Required)
- Knowledgeable on how to navigate all aspects of health coaching and wellness (Preferred)
- Ability to demonstrate excellent service knowledge and hospitality (Required)
- Possesses optimistic warmth and empathy for the customers' experience (Required)
- Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.) (Required)
- Technologically savvy, with the ability to quickly learn and navigate different information technology systems (Required)
What We Do
EmblemHealth is one of America’s largest not-for-profit health insurers, serving more than three million people in the New York tristate area. With an 80-year legacy of serving New York communities, EmblemHealth offers a full range of commercial and government-sponsored health plans to employers, individuals, and families.
We started back in the 1930s, at the height of the Great Depression. Out of hard times, the idea of health insurance was born — a system that would protect everyday people from financial misfortune if they had an accident or illness. Two companies from those early days of health insurance, Group Health Incorporated (GHI) and Health Insurance Plan of Greater New York (HIP), would later merge and become EmblemHealth. And after 80 years, our purpose as a not-for-profit is still the same — to provide quality, affordable health insurance for New Yorkers and their families.
The EmblemHealth family of companies provides insurance plans, primary and specialty care, and wellness solutions. The family of companies covers the whole health journey, starting with affordable coverage through EmblemHealth, and ConnectiCare, a leading health plan in Connecticut. The family of companies also includes medicinal practices AdvantageCare Physicians and BronxDocs, occupational health clinic EmblemHealth Health@Work, EmblemHealth Family Dental, and WellSpark Health, a barrier-breaking digital wellness company.
As a family of companies with deep community roots, EmblemHealth Neighborhood Care and ConnectiCare Centers offer free wellness and community resources. Together, the family of companies creates healthier futures for customers and communities.
We think of ourselves as an 80-year-old start-up — big enough to offer the stability and benefits of a major corporation, with a ferocious commitment to innovation, collaboration, and flexibility. We believe in what we’re doing. And we’re looking for passionate people to join us.
