Remote Social Service Specialist

Your Daily Mission   The Social Service Specialist serves Centauri’s clients by working with client members/ patients by phone to address and respond to identified needs related to Social Determinants of Health (SDOH) not otherwise provided by the clients and/or Best Benefits or Premium Assist Services. Social Service+ Specialist will contact/respond to referred members/patients for the purpose of introducing Social Service+ services, provide information and direction related to benefits eligibility and application process, screen member/patient for interest in community social service resources, may also provide members/patients with printed information regarding benefits or social service resources.  The Social Service+ Specialist will follow Centauri established processes to reconnect with members/patients to determine outcome of, and resolution of, members eligibility and application for local/state/federal social service benefits and ensure member/patient access to needed community social service resources.   The Social Service+ Specialist will maintain current and active records of all member/patient contacts and effectively document interactions based on established Centauri procedures.  The Social Service+ Specialist makes a warm transfer to identified local community agency to assist member /patient expedite services and may also make a warm transfer to the client as indicated by identified need and contractual procedure.      Who You Are   High School Diploma or GED equivalent   1+ years of experience working in a professional office & fast-paced environment   1+ year working in Customer Service Center  At least one year of social services or health care experience desired  Proficient skills with MS Office and Windows operating system   Excellent telephone skills  Excellent analytical skills  Excellent interpersonal skills  Excellent written/verbal communication  Strong Literacy (grammar, spelling, math)  Basic knowledge of social services   Effective and empathetic phone communication  Knowledge and comfort engaging individuals of diverse cultural and ethnic backgrounds  Basic knowledge of issues and challenges faced by under served and vulnerable populations     The Reality of the Role   Responds to calls from client’s members or patients requesting assistance with determining eligibility for benefits or access to community social services.  Engages members in standardized assessment to identify needs and eligibility for resources related to social determinates of health.  Research, using identified database(s), benefits/community resources available to meet specific person’s needs.  Provides options of resources to member and with members input, assesses which resource(s) will be accessible to member.  Validates member’s understanding and recording of information provided.  Assists the member/patient in accessing identified resources which may include a warm transfer to the identified agency.   Where available, provides written information via email or mail to members/patient, identifying applicable social service community resources.    Communicates with members/patients via phone, and clarifies the details of Centauri Health Services, properly sets expectations for process and communication to ensure member understanding.   Leverages technology and account processing workflows; maintains data integrity with accurate and concise documentation in Centauri Health Services Compass systems and contracted resource systems.  Assists members and takes appropriate action to secure resources contracted by Centauri client.  Follows established workflow for member follow-up contact to determine outcome and resolution of member identified needs.  Provides warm transfer of member/patient to client as indicated by identified need outlined by contracted Centauri client.   Documents all member contact in Centauri Health Solutions database.  Communicates regularly and works effectively with supervisor and team to ensure that resource information is current and correct.  Effectively maintains records of identified incorrect /outdated resource information.  Perform miscellaneous clerical tasks (fax, file, data entry, scan, index).  Promptly take and return all calls.  Answers questions regarding resources.  Completes other duties as assigned.  Maintains positive professional relationship with client members / patients throughout resolution of identified problems.   Ensures member/patient satisfaction through scheduled follow-up contact to validate member/patient receipt of benefits/services.  Manage a high volume of outbound/inbound phone calls.  Performs miscellaneous administrative tasks as required.  Partners with leadership for continuation training