Job Summary:
The Health Partner Engagement Specialist II collaborates with key Health Partners in the development of specific strategies for enhanced engagements. Health Partner engagement shall be measured by confidence in CareSource and affiliated Companies’ ability to fulfill promises, integrity to make things right when problems occur, pride in working with CareSource, and their passion about CareSource being a vital member of the care team.
Essential Functions:
- Provide proactive, high-level account development and support in order to drive the overall satisfaction and engagement of key Health Partners
- Achieve the team business plan objectives, both in implementing new plans and in identifying and responding to customer needs
- Develop strong working relationships with key internal business partners
- Demonstrate the ability to handle, refer, or delegate complex or non-routine questions, issues, and problems to appropriate resources as they relate to the assigned accounts and ensure they are resolved in a timely manner. Timely is defined as 30 days or less.
- Refer routine Health Partner service issues, administrative functions, eligibility, and claims questions to appropriate internal departments
- Make on-site presentations to existing and prospective clients to educate and inform on CareSource products and report on key operational metrics
- Keep management informed of account status & opportunities for relationship enhancement & unresolved systemic issues
- Monitor and manage the achievement of customer specific performance guarantees to include operations, clinical, pharmacy, behavioral
- Identify internal procedures that adversely affect customer satisfaction and work with internal areas to build consensus to initiate improvements
- Maintain organized files & document all interactions in the Customer Relationship Management tool (“CRM”)
- Coordinate with Clinical Practice Consultant and Case Management counterparts to ensure seamless service and consistent training
- Set targets and priorities in order to contribute towards meeting overall CareSource Network Strategy
- Support recruitment and contracting efforts by developing strong interpersonal relationships with providers, hospitals and ancillary providers
- Participate in the renegotiation of contracts utilizing detailed analysis of provider behaviors
- Facilitate and / or participate in all necessary committees and groups related to Health Partner engagement, quality and performance.
- Perform all necessary duties to successfully support CareSource and Affiliate Companies contractual requirements with state and any other regulatory entities
- Regular travel to conduct health partner visits and community based visits as needed to ensure effective administration of the program
- Perform any other job related instructions, as requested
Education and Experience:
- Bachelor of science/arts degree in communications, business or related industry or equivalent years of relevant work experience is required
- Master Degree preferred
- Five or more years of healthcare industry, account management or sales experience
- Demonstrated ability to develop and grow relationships in complex healthcare organizations
Competencies, Knowledge and Skills:
- Proven relationship development skills
- Strong proficiency level with Microsoft Word, Excel, Outlook
- Knowledge of managed care principles, benefit design, claims processing, finance, data reporting design, and analysis
- Proven leadership and mentoring experiences
- Strong written and verbal communication and presentation skills
- Excellent organizational and time management skills
- Ability to prioritize
- Strong interpersonal skills
- Demonstrated strategic thinking and planning skills
- Excellent research and analytical skills
- Marketing competencies
Licensure and Certification:
- Employment in this position is conditional pending successful clearance of a driver’s license record check. If the driver’s license record results are unacceptable, the offer will be withdrawn or, if employee has started employment in position, employment in the position will be terminated
- To help protect our employees, members, and the communities we serve from acquiring communicable diseases, Influenza vaccination is a requirement of this position. CareSource requires annual proof of Influenza vaccination for designated positions during Influenza season (October 1 – March 31) as a condition of continued employment. Employees hired during Influenza season will have thirty (30) days from their hire date to complete the required vaccination and have record of immunization verified.
- CareSource adheres to all federal, state, and local regulations. CareSource provides reasonable accommodations to qualified individuals with disabilities or medical conditions, sincerely held religious beliefs, or as required by state law to enable the employee to perform the essential functions of the position. Request for accommodations will be completed through an interactive review process.
Working Conditions:
- Mobile Worker: This is a mobile position, meaning that regular travel to different work locations is essential. Will be exposed to weather conditions typical of the location and may be required to stand and/or sit for long periods of time.
- Reside in the same territory they are assigned to work in ; exceptions may be considered, due to business need
- May be required to travel greater than 50% of time to perform work duties. A valid driver’s license, car, and insurance are necessary for work related travel
- Required to use general office equipment, such as a telephone, photocopier, fax machine, and personal computer
- Flexible hours, including possible evenings and/or weekends as needed to serve the needs of our member and may refer members to other CareSource resources
Compensation Range:
$61,500.00 - $98,400.00
CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.
Compensation Type (hourly/salary):
Salary
Organization Level Competencies
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.
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