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Job Details

Disenrollment Navigator

Company name
Steward Health Care

Phoenix, AZ, United States

Employment Type

Call Center

Posted on
Dec 31,2018

Valid Through
Apr 15,2019

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Disenrollment Navigator','1807192','!*!The Disenrollment Navigator acts as a member consultant and resource to health plan members with a goal of retaining eligibility with Steward Health Choice.  The Disenrollment Navigator provides customer service for members, including connecting with resources for completing all necessary renewal paperwork to maintain eligibility, outreach to at-risk members, answering phones, and meeting monthly goals.

Place outreach phone calls in a professional tone and appropriately respond to member inquires or requests while maintaining performance measures:

Average 80 calls per day to meet contact goal(s)

Connect members with appropriate resources to assist with eligibility renewal

Use appropriate closing (brands call)

Completes required documentation.  Completes follow-up paperwork and duties necessary to meet or exceed the caller's expectations.  Document calls on note screen of medical management software system.

Assist leadership in identifying key improvements that will provide the optimum benefit in enhancing retention and patient satisfaction.  Lead and facilitate improvement with member engagement and within Member Services team that will drive or have a direct impact on member retention and enhancing patient satisfaction.  Develop effective communication methods with membership, SHCN team members, and leadership.  Work collaboratively to solve problems and minimize barriers.  Collaborate across functional departments to manage and implement member engagement strategies.  Identifies and facilities the collection and analyzing of quantitative and qualitative data and identifies key findings.  Present relevant presentations to various stakeholders across the network.  Participates in the development and management of the department, including training, mentoring, recruiting, and other departmental activities.','!*!Qualifications:

High School diploma / GED

Bachelor's degree in related field or an equivalent combination of education and years of experience required

One (1) or more years of experience in a call center environment

One (1) or more years of customer service experience

Understanding of the health care delivery setting

Experience with diverse populations a plus

Proper customer service techniques

Must possess the ability to present and explain complex material to member populations in a professional manner

Proven administrative and coaching ability in complex environments

Strong ability to analyze, interpret, and evaluate data resulting in actionable recommendations

Excellent presentation and organizational skills; excellent verbal and written communication skills

Must have strong problem solving ability

Ability to prioritize and manage multiple projects and demanding workloads

Must be able to work in a team environment with good communication skills, supportive attitude, and the ability to provide mentorship when appropriate

Lean or Six Sigma training a plus; knowledge of process improvement techniques required

Knowledge of managed care principles and health plans

MS Office Suite

Demonstrated proficiency preparing spreadsheets, graphs, and other presentation materials','Administrative/Office/Clerical','Arizona-Phoenix','','Health Choice','High School Diploma/GED','','Full Time Benefit Eligible 36-40 hrs/wk','Full Time Benefit Eligible 36-40 hrs/wk','Days','Days','Disenrollment Navigator

Company info

Steward Health Care
Website :

Company Profile
Steward Health Care System is a community-based accountable care organization and community hospital network with more than 17,000 employees serving more than one million patients annually in more than 150 communities. Each hospital and facility within the Steward family, while part of an extensive network of health care providers, has its own rich history of providing outstanding, compassionate care right in the communities where patients need it most. Hospitals in the system include Carney Hospital in Dorchester, Good Samaritan Medical Center in Brockton, Holy Family Hospital in Methuen, Merrimack Valley Hospital in Haverhill, Morton Hospital in Taunton, Nashoba Valley Medical Center in Ayer, New England Sinai Hospital in Stoughton, Norwood Hospital, Quincy Medical Center, Saint Anne’s Hospital in Fall River and St. Elizabeth’s Medical Center in Brighton.

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