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Intake Care Senior Representative
Ref No.: 20-02660
Location: Fenton, Missouri
Pay Rate : $ 20.15 - 20.15 /Hour
Role: Provider Advocate - Intake Care Senior Representative
Location: Fenton, MO, or Eden Prairie, MN
Start: 7/6/2020 - 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 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 empathic 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 the company training to effectively address callers needs in an educational manner.
  • 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 within the company

  • 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 required