Overview
Remote Support Specialist I’s provide real‑time monitoring, outreach, coaching, and support to members using Element's My Tech technology. Acting as a Tailored Care Management (TCM) extender, RSS staff support member safety, independence, and engagement while maintaining close coordination with Care Managers and provider agencies. This program provides ongoing inbound call management and outbound call support to members using the My Tech system. The My Tech Remote Support Team Specialist is responsible for working with the recipients care team to provide supports needed based on the individual care plan. This individual will work with members, families and providers using My Tech services to meet the identified needs for recipients who are using technology for supporting the community.
Duties
The My Tech Remote Support Specialist ensures that members are well connected and receive remote support and monitoring of identified care needs. This position provides ongoing remote support during regular business hours to ensure members receive My Tech are able to access the system that helps to establish a good quality of life. Other duties include:
- Monitor My Tech devices and alerts for assigned member caseloads
- Respond to alerts related to: Safety risks, Missed appointments, Medication reminders, and Care plan related activities
- Conduct outreach to members for coaching, prompting, check-ins, remote supports, and wellness follow-up through My Tech
- Manage inbound and outbound calls to members and recipients
- Schedule and coordinate individual support for members and recipients
- Work independently and efficiently with a team to support member needs and program deliverables
- Collaborate with the Manager and Director on systems and processes needed to support a successful My Tech user experience
- Investigate and resolve issues or concerns expressed by members or recipients following established protocols to assure health and safety
- Assist with transition planning as assigned, ensuring support is delivered effectively with a focus on optimal quality outcomes
- Document all interactions, interventions, calls, referrals, visits, appointments, customer requests, and related updates in the member record, EHR, databases, letters, emails, and other required documentation to ensure information is timely, thorough, relevant, and up to date for full care team visibility
- Use software platforms, reporting mechanisms, and other management practices to gather concrete data, monitor the effectiveness of interventions, record recipient progress, and confirm identified outcomes are being achieved
- Send detailed reports of member attempts, interactions, updates, and progress to their assigned Care Manager daily
- Escalate issues, concerns, or situations to Care Managers, Supervisors, management, emergency services, or other appropriate supports following defined protocols
- Support providers, members, team members, and stakeholders with training, demos, step-by-step instructions, and ongoing engagement with TULA workflows
- Collaborate with the Deployment Team to assure technology programming meets member needs and assist the Deployment Team with programming and installations when needed
- Maintain confidentiality, respect privacy, and preserve each member’s routine and independence as much as possible
- Periodically review and update new client availability, referrals, pending applications, and related program information
- Help drive a positive customer experience by building relationships, exhibiting empathy, understanding the importance of the customer experience during check-ins and remote supports, and providing solutions for member needs
- Establish and maintain consistent rhythms for timely follow-up and ensure deliverables are met or exceeded
- Partner with other team members to ensure consistent and accurate documentation of customer requests
- Act as a TCM extender in alignment with Tailored Care Management guidelines
- Participate in quality improvement activities and performance tracking
- Maintain caseloads consistent with program standards (initial target ~40 members per RSS)
- Perform all other work-related duties as assigned
Qualifications
- Must be 18 years of age
- High School diploma or equivalent (e.g., GED, certificate of completion)
- Be a person with lived experience with an I/DD or a TBI with demonstrated knowledge of and direct personal experience navigating the NC Medicaid delivery system
- Be a person with lived experience with a behavioral health condition who is a Certified Peer Support Specialist or A parent or guardian of an individual with an I/DD, TBI or a behavioral health condition and who has at least two years of direct experience providing care for and navigating the Medicaid delivery system on behalf of that individual (note that a parent/guardian cannot serve as an extender for his/her own family member).
or
- Has two years of paid experience performing the types of functions described in the Extender Functions section below, with at least one year of paid experience working directly with the TCM eligible population.
- Experience working with individuals with MH and/or IDD diagnoses
- Familiarity with care coordination, remote supports, or call‑center‑based clinical support preferred
- Diplomacy and discretion is required to effectively negotiate and resolve issues with assistance. This will require good interpersonal skills, effective communication ability, and the ability to make prompt decisions, with support, based upon relevant facts. Problem solving and conflict resolution skills are essential to balance the needs both internal and external customers. Must be able to shift between macro and micro level planning, maintaining both the big picture and seeing that the details are covered.
- This position requires a proactive approach to intervening, monitoring, and collaborating to ensure individuals are well supported and successful in use of technology to remain in the community.
- The employee must be detail oriented, able to organize multiple tasks and priorities, and to effectively manage projects from start to finish. Work activities quickly change according to mandated changes and changing priorities within the department. The employee must be able to change the focus of his/her activities to meet changing priorities.
- Strong documentation and communication skills
- Comfort working with technology and multiple digital platforms
- Proficiency in Microsoft products (such as Word, Excel, Outlook, PowerPoint, etc.) is required
Key Competencies
- Person‑centered engagement
- Crisis recognition and escalation
- Time management across multiple members
- Team collaboration and care coordination
- Adherence to all HIPAA requirements and guidelines
- Tailored Care Management
Physical Activities & Requirements Required
- Typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly
- Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the fine discriminations in sound.
- Traveling. Operating a motor vehicle or traveling by means of transportation for job-related and/or agency-sponsored events, trainings or other functions.
- Sedentary work. Lifting up to 10 pounds occasionally and/or negligible lifting, carrying, pushing, pulling or otherwise moving objects, including the human body Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met
Visual Acuity Requirements
- Requires visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading
Join us in delivering outstanding support that enhances patient care experiences! We are committed to fostering a vibrant work environment where your skills are valued, your growth is supported, and your contributions make a real impact on healthcare delivery worldwide.
Pay: From $60,000.00 per year
Application Question(s):
- Will you be able to reliably commute to Charlotte, NC 28202
Experience:
- Qualified Professional: 1 year (Preferred)
- Tailored Care Management Program: 1 year (Preferred)
Language:
Ability to Commute:
- Concord, NC 28025 (Preferred)
Work Location: In person
