The Care Coordinator provides direct support to our members through inbound and outbound calls. They can manage crisis situations and are familiar with community resources. They are comfortable engaging with a wide variety of individuals, are flexible and have the skill to provide needed services over the phone. This is a full-time, hourly non-exempt position requiring flexibility, including evenings and weekends.
- We Hear You Smiling: You answer the phone with a smile, ready to handle whatever the customer needs.
- Speed: You are a quick starter and can jump into new environments without much ramp up.
- Calm Under Pressure: You leverage your array of talents by calmly defusing difficult situations and speaking with customers that are looking for a trusted friend.
- Operational Detail: You understand the importance of following a process and checking your work to ensure it is complete and correct.
Compassion: You show a high level of empathy for all members coming from a variety of backgrounds
- Use empathic responsive services over the phone to serve Pyx Health members.
- Connect users to their community and resources that will help them feel healthier.
- Provide friendly, empathetic and engaging phone line support for those who desire an authentic human connection to support them in their recovery.
- Assist individuals who call because they may be experiencing loneliness, isolation, fear, lack of support and/or lack of resources.
- Promote exceptional customer experience with individuals and families.
- Empathize with and encourage our users who are on a healthcare journey.
- Gather user feedback and disseminate amongst the team.
- Connect with the caller's issues while inspiring hope.
- Offer support, not solutions.
- Meet established call volume quotas daily.
- Meet personal/team qualitative and quantitative targets.
- Behavioral Health Technician qualified.
- Case Management experience.
- Behavioral Health experience and knowledge.
- Must have excellent customer service, interpersonal, and oral/written communication skills and professional demeanor.
- Must work collaboratively with other members of the team, pay high attention to details, and demonstrate the ability to flex quickly and effectively between tasks.
- Must be computer literate and possess strong problem-solving skills.
- Ability to use tact and diplomacy appropriate to situation.
- Exhibits cultural competency and demonstrates a strong ability to work well with a diverse group of individuals.
- Demonstrates strong interpersonal skills and the ability to work independently; and mastery of time-management and work accuracy despite multi-faceted tasks, fragmented assignments, and frequent interruptions.
- Education or Experience: Associate, Bachelor, or Master's degree -OR- prior experience in behavioral health, mental health, substance abuse, social work, or case management fields.
Bilingual (Preferred): Fluent in Spanish and English, both verbal and written.
