Previous Job
Previous
Intake Care Senior Representative
Ref No.: 19-04087
Location: Fenton, Missouri
The Personal Advocate position is responsible for representing the Behavioral Health department to all inbound callers within a call center environment and assuring caller’s contact is positive. Advocates are many times the first encounter customers have with and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities.

Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.

This position services calls in a warm and empathetic manner as many of the calls are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the caller’s needs. Based upon the call type and requests advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and client specific training to effectively address callers needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal CBH materials to achieve first time resolution for callers.

Responsibilities:
  • The primary responsibility of the Advocate role is answering calls from customers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services
Within a call an advocate may:
  • Register participants in the intake system and opens case files
  • Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
  • Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
  • Provide participants with names and phone numbers of nearest providers
  • Multi-task by maneuvering through various computer programs and screens
As needed an advocate may also:
  • Write authorizations to ensure claims are paid correctly.
  • Provide follow-up calls to participants to ensure correct information is given
  • Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
  • Send complaints to initiate grievance process for customers
On all calls an advocate is responsible for:
  • Providing high quality customer service as identified by Advocacy department quality standards
  • Using independent problem solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
  • Understanding the business needs of the role, while balancing the needs of the customer
  • Taking an educational approach to ensure callers are able to understand the complexities of accessing care
  • Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments 
Education:
  • Bachelor’s degree in mental health field or psychology/social work related field Required (can also include: family communications, health coaching, community/public health or other related major).
  • This is a non-clinical role and does not require a license
  • Previous customer service experience or related position