Care Coordinator - Pyx Health Inc

Care Coordinator

The Care Coordinator provides direct support to our members through inbound and outbound calls. They can manage crisis situations and are familiar with community resources. They are comfortable engaging with a wide variety of individuals, are flexible and have the skill to provide needed services over the phone.

The keys to success are:

• We Hear You Smiling. You answer the phone with a smile, ready to handle whatever the customer needs.

• Speed. You are a quick starter and can jump into new environments without much ramp up.

• Calm Under Pressure. You leverage your array of talents by calmly defusing difficult situations and speaking with customers that are looking for a trusted friend.

• Operational Detail. You understand the importance of following a process and checking your work to ensure it is complete and correct.

• Compassion. You show a high level of empathy for all members coming from a variety of backgrounds.

Work Hours: This is a full-time, hourly non-exempt position requiring flexibility, including evenings and weekends. 

 

KEY RESPONSIBILITIES 

• Use empathic responsive services over the phone to serve Pyx Health members.

• Connect users to their community and resources that will help them feel healthier.

• Provide friendly, empathetic and engaging phone line support for those who desire an authentic human connection to support them in their recovery.

• Assist individuals who call because they may be experiencing loneliness, isolation, fear, lack of support and/or lack of resources.

• Promote exceptional customer experience with individuals and families.

• Empathize with and encourage our users who are on a healthcare journey.

• Gather user feedback and disseminate amongst the team.

• Connect with the caller's issues while inspiring hope.

• Offer support, not solutions.

• Meet established call volume quotas daily.

• Meet personal/team qualitative and quantitative targets.

SKILLS AND KNOWLEDGE

• Behavioral Health Technician qualified

• Case Management experience

• Behavioral Health experience and knowledge

• Must have excellent customer service, interpersonal, and oral/written communication skills and professional demeanor.

• Must work collaboratively with other members of the team, pay high attention to details, and demonstrate the ability to flex quickly and effectively between tasks.

• Must be computer literate and possess strong problem-solving skills.

• Ability to use tack and diplomacy appropriate to situation.

• Exhibits cultural competency and demonstrates a strong ability to work well with a diverse group of individuals.

• Demonstrates strong interpersonal skills and the ability to work independently; and mastery of time-management and work accuracy despite multi-faceted task, fragmented

assignments, and frequent interruptions.

Required Skills

• Bi-lingual: Fluent in Spanish and English (verbal and written) preferred

• College Degree: Associate, Bachelor or Master -OR-

• Prior experience in behavioral health, mental health, substance abuse, social work, or case management fields