Position Summary
Healthmap’s Clinical Services Wellness Coach interacts with members to address care needs, promote wellness, mitigate social determinants of health and improve overall health outcomes. The Wellness Coach will focus on Education, Special Programs and Assessments as part of a Care Team that includes nurses, social workers, and dietitians. This role will manage their caseload through a variety of communications platforms and is responsible for providing exceptional customer service that encourages progress toward healthier habits.
Responsibilities
- Connect with members to develop and support health care. Identifying and addressing barriers and solutions like medication reminders, scheduling appointments, and direction towards community-based support programs, etc.
- Establish trusting, supportive, and collaborative relationships with members and their caregivers to guides access to resources that allow strengths to be leveraged for positive change
- Meet with team to review set goals and address targets established by the department and Service Level Agreements
- Collect and document relevant member demographics and healthcare information and ensure accuracy in the Employee Health Record (EHR) system
- Answer inbound and outbound calls from members, providers, and other resources to support company objectives
- Conduct a minimum of outreach calls a day to a targeted list of eligible patients to describe the benefits of Healthmap Kidney Health Management program and enroll
- Receive inbound self-referral member calls to enroll in Healthmap’s KHM program
- Engage with members so they understand and are comfortable with the terms of care, following internal scripting and/or talking points to respond to resistance with professional courtesy
- Report complaints and identify potential corrective and preventative actions to solve issues where possible, some issues may require escalation based on established procedures
- Perform other duties as assigned
Requirements
- Associate’s degree in relevant field. Equivalent experience with specific certification may be considered in lieu of education
- 2 years’ experience working in healthcare with individuals preferably with chronic diseases and/or behavioral health needs
- Experience in managed care, physician office, or account management preferred
- Experience working with Medicare, Medicaid, preferred
- Previous experience working in a metrics-driven environment, preferred
- Working hours are flexible; preferably 9 AM to 6 PM PST
Skills
- Ability to problem-solve and execute initiatives
- Excellent verbal and written communication skills
- Ability to manage multiple priorities
- Must be proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint
No Travel
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