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.
The keys to success are:
-
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.
Work Hours: This is a full-time, hourly non-exempt position requiring flexibility, including evenings and weekends.
KEY RESPONSIBILITIES
-
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.
SKILLS AND KNOWLEDGE
-
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 tack 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 task, fragmented
assignments, and frequent interruptions.
Required Skills
-
Bi-lingual: Fluent in Spanish and English (verbal and written) preferred
-
College Degree: Associate, Bachelor or Master -OR-
-
Prior experience in behavioral health, mental health, substance abuse, social work, or case management fields
