Welbe Advocate I

Job SummaryThe position is responsible for two primary functions within the Advocate Hub, based on assignment. The role may involve inbound and/or outbound assignments within the Hub, including but not limited to call management (answering inbound calls), outbound scheduling, authorization processing, inquiry response, clinic-based scheduling, and other administrative tasks. The Advocate will provide outstanding customer service to all stakeholders (participants, families, partners, and team members) and will be responsible for proper documentation and maintaining current and accurate records of all scheduled appointments. This role requires the ability to work in a fast-paced, participant-centric environment and to multitask effectively while collaborating with colleagues and stakeholders to promote the organization's values, team culture, and mission.Job Responsibilities Answer incoming phone calls, emails, and contacts as requests come into the Hub. Screen, transfer, resolve, and dispose of calls expeditiously while adhering to all process and documentation standards. Review, process, schedule, and authorize orders according to department protocols. Ensure appropriate and timely documentation of all updates, encounters, and communication in source systems as outlined by department protocols. Coordinate the scheduling of participant appointments, including troubleshooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers, etc.), and meeting appointment turnaround times as outlined in the Appointment Scheduling Protocol. Respond to questions and inquiries regarding authorization status and requirements. Provide eligibility status and benefit information for participants. Collect, update, and verify participant and provider information as required. Address both participant and provider inquiries and escalate if unable to resolve. Conduct appointment confirmations and reminders as outlined by department protocols, updating appointments as appropriate. Maintain current and accurate records of all scheduled appointments, including scheduled times and outcomes. Troubleshoot and resolve basic issues; escalate to manager when appropriate. Complete all required documentation in a timely and accurate manner. Protect privacy and maintain confidentiality of all company procedures and information about team members, participants, and families. Follow company policies and procedures and participate in any required Quality Improvement activities, staff training, and meetings. Communicate regularly with supervisors and the team regarding workload and priorities. Complete all mandated trainings and education in a timely manner. Complete all mandated occupational health screenings as needed. Exercise flexibility in performing assignments as business needs evolve. Other duties as assigned. Physical Demands and Working ConditionsThe physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with ADA requirements, reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Required Skills & Experience Minimum of one (1) year of experience working in a call center environment where a service/support role was primarily performed. Experience utilizing telephony platforms such as Genesys. Outstanding customer service orientation, especially in telephone and written communications. Excellent and accurate data entry skills and experience in multiple software platforms. Flexibility with work hours. Problem-solving skills and persistence in the face of challenges. Excellent organizational and communication skills. Ability to work independently with minimal supervision. Demonstrated ability to prioritize in a fast-paced environment. Experience and competency working with people from diverse backgrounds and cultures. Commitment to unlocking the full potential of our most vulnerable seniors. Preferred Skills & Experience Minimum of one (1) year of experience working in a healthcare or PACE setting. Bilingual in English and Spanish. Required Education High School Diploma or Equivalency. Schedule NotesRemote position with a schedule of Monday, Tuesday, Wednesday, and Saturday from 10:30 am to 9:00 pm. This is a busy, fast-paced environment. The first three weeks will be orientation with 8-hour days from Monday to Friday. Must be within commutable distance to the office location.