September 21, 2021

WELLNESS GUIDE SUMMARY
This position provides support and guidance to insurance plan members for wellness services and incentive programs in a call-center environment. The Wellness Guide works closely with members and their families to encourage members to engage in healthy activities (including preventative care visits and chronic care management), remind members of available benefits, and connect members to available internal and external resources. Position will likely last 90 days, but possibly longer. If a temp does well, we could consider interviewing them for a permanent position.

WELLNESS GUIDE QUALIFICATIONS

  • High school diploma or equivalent combination of experience and education required; associate’s or bachelor’s degree preferred
  • Two(2) years of experience working in a health care setting recommended, to include experience in health coaching, behavioral change, or any work experience, training or specialized education that would likely provide the ability to perform the essential functions of the position.
  • Ability to use good judgment, take personal initiative, and use discretion in performing job responsibilities.
  • Attention to detail and accuracy.
  • Basic knowledge of medical terminology and coding. Ability to listen actively and practice motivational interviewing.
  • Ability to use computer software for word processing, spreadsheets, and email, operating multiple computer programs simultaneously.
  • Ability to function effectively with frequent interruptions and direction from multiple team members.
  • Ability to establish collaborative relationships.
  • Bilingual skills preferred.

WELLNESS GUIDE COMPENSATION

  • $20.00 PER HOUR

WELLNESS GUIDE DUTIES

  • Performs wellness campaign outreach activities for assigned membership/campaigns. Provides members with information about benefits supporting member wellness and helps members schedule appointments for wellness services.
  • Engages members to discuss wellness programs and health screening opportunities.
  • Maintains active caseload and call volume appropriate to the acuity of the outreach campaign.
  • Appropriately screens members and refers to community resources, providers, and additional resources and programs (Healthy Living programs, Case Management support) in accordance with department guidelines.
  • Conducts targeted assessments to encourage members to remain healthy and to support campaign goals.
  • Initiates and processes referrals to appropriate Care Coordination programs in accordance with policies.
  • Completes timely and accurate documentation in appropriate systems in accordance with department policies.
  • Responds to member queries on the ACD telephone line, determines call urgency, and routes calls appropriately.
  • Provides excellent customer service and communicates with others in accordance with standards and expectations.
  • Communicates clearly and effectively through all mediums of communication with members, providers, vendors, community partners, and employees.
  • Responds to inquiries in a timely manner.
  • Connects members to wellness services and community resources, as appropriate.

WELLNESS GUIDE HOURS

  • Monday through Friday 8:30am- 5:00pm
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