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Intake Care Senior Representative (MN)
Ref No.: 20-02851
Location: Eden Prairie, Minnesota
Role: Intake Care Senior Representative
Location: Eden Prairie, MN (Remote to start)
Start: 07/06/2020 – 10/05/2020, contract to hire role!
Pay: $18.00 - $22.00 per hour
Hours: Monday - Friday, First 8-10 weeks of training schedule will be 8:30am - 5pm, then position will start at 10:30am - 7pm after the training period

Job Summary:
The Personal Advocate position is responsible for representing Behavioral Health 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 Client and thus are responsible for giving a positive first impression. 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.

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 within Client
  • Bachelor's degree in mental health field or psychology/social work related field (can also include: family communications, health coaching, community/public health or other related major). NOTE: This is a non-clinical role and does not require a license
  • Previous customer service experience or related position
  • Superb interpersonal communication
  • Effective listening and organizational skills
  • Ability to manage multiple tasks, setting priorities where needed
  • Independently problem solve, with ability to function without constant supervision
  • A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
  • Ability to learn new workflows and tasks quickly
  • Ability to work independently and be a team player
  • Previous call center environment experience preferred