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Intake Care Senior Representative
Ref No.: 20-02532
Location: Fenton, Missouri
Role: Provider Advocate - Intake Care Senior Representative
Location: Fenton, MO
Start: 06/08/2020 – 10/31/2020, contract to hire role!
Pay: $18.00 - $22.00 per hour
Hours: Training is 6 weeks, Monday - Friday, 8:30am-5pm After training we will move into the 10:30am-7pm shift

The provider advocate are in a call center environment and serve as the first point of contact by answering inbound calls from customers. Our customers are calling in regards to their Employee Assistance Program/Behavioral Health, Substance Abuse benefits, or claims inquires.

Responsibilities:
  • Multi-tasking; listening, typing, taking notes, maneuvering through different systems we utilize, payingattention to the queue, etc.
  • Registering customers in the intake system, opening case files for documenting
  • Ability to deescalate callers and being able to appropriately address sensitive issues with callers.
  • Assisting customers with requests for services, verifying eligibility for the requested service, and addressing other issues complex in nature.
  • Educating customers with respect to parameters of services and benefits design.
  • Providing customers with names and phone numbers of nearest clinicians according to contract, clinical specialty, and/or geographic need.
  • Writing authorizations for the appropriate level of care to insure claims are paid correctly.
  • Provide timely follow-up calls to customers as needed.
  • Demonstrate an awareness and understanding of the responsibilities and workflows of the various departments within the business unit, other areas within and matrix partners.
  • Participating in staff meetings and in-service seminars.
  • Completing additional tasks and projects as assigned.
  • Monitoring and following daily schedule as assigned.
  • Consistently is ready to take callsatthe start of their shift and manages their daily scheduled as assigned by the resource planning team.
  • Responsible for meeting Quality Score of 92% or greater each month
Required Skills and Education:
  • Experience level: 2-4 years preferred
  • Bachelors degree in mental health field or psychology/social work related field required.
  • Masters degree in mental health field or psychology/social work related field preferred (special note: this educational level may be required by some CBH customers as designated specifically within their contracted services)