Member Services Outbound Specialist - Homeward
Phoenix, AZ
About the Job
Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.
Our vision is care that enables everyone to achieve their best health. So, we're creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.
As a public benefit corporation and Certified B Corp™, Homeward's mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.
Homeward is co-founded by a leadership team that defined and delivered Livongo's products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.
The Opportunity
Join us in tackling healthcare for rural America! We seek a compassionate and detail-oriented Outbound Call Member Specialist to join our dedicated Member Services team. As an Outbound Call Member Specialist, you will play a vital role in supporting our mission by reaching out to prospective and current members via telephone to introduce members to Homeward's health navigation services.
As a member of our centralized Operations team, you will work closely with our in-market teams and cross-functionally with other centralized teams to support prospective and current members in meeting a variety of needs. You will be the first point of contact with our prospective and current members and offer a welcoming, empathetic, and helpful experience.
What You'll Do:
- Conduct outbound calls to prospective and current members to build awareness of Homeward's Care Navigation services.
- Schedule appointments for members using our platform, ensuring accuracy and efficiency.
- Assist members in registering demographic and insurance information in our electronic health record platform.
- Verify insurance coverage with members' insurance companies for all healthcare visits.
- Ensure complete and accurate filing of member documents, maintaining detailed records of all transactions.
- Field and appropriately transfer clinical inquiries to the Clinical team, demonstrating professional judgment and attention to detail.
- Identify and execute additional projects and processes to enhance efficiency and scalability within the Member Services department.
- Uphold departmental SLAs and service standards, ensuring a high level of member satisfaction.
- Clearly document all member-related communication and activities for reference and follow-up.
What You Bring:
- Minimum of 1+ years experience in a healthcare call center or appointment scheduling environment
- Exceptional attention to detail, with the ability to listen and respond appropriately to member needs and concerns
- Excellent communication skills, with the ability to interact effectively with various stakeholders and convey information clearly
- Empathetic, member-first attitude and approach, demonstrating patience and understanding in every interaction
- Proficiency with healthcare-related platforms such as Athena EHR is a plus
- Familiarity with ZenDesk or similar customer service platforms is preferred
- Ability to use professional judgment to escalate potentially emergent clinical phone calls to the Clinical team
- Experience working in a remote environment and with virtual care offerings is advantageous
- Strong familiarity with referrals and prior authorizations is a plus.
- Highly detail-oriented: you routinely catch the little things that others miss or overlook
- Empathetic, member-first attitude and approach as you help our members and potential members navigate healthcare
Bonus Points:
- Proficiency with the Athena EHR platform
- Outbound call center experience, specifically in a healthcare call center
- Proficiency with the Athena EHR platform
- Working knowledge of ZenDesk
- Experience working in a remote environment and with virtual care offerings
- Strong familiarity with referrals and prior authorizations
- In-depth knowledge of Medicaid, Affordable Care Act, or other government health plans
What Shapes Our Company:
- Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
- Compassion and empathy
- Curiosity and an eagerness to listen
- Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
- Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact
- Nurturing a diverse workforce with a wide range of backgrounds, experiences, and points of view
- Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!
Benefits:
- Competitive salary, equity grant, unlimited PTO
- Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
- Company-sponsored 401k plan
- Flexible working arrangement
The base salary range for this position is $40,000 - $60,000 annually. Compensation may vary outside this range depending on a number of factors, including a candidate's qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.
At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.
Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
