Inbound and Referral Specialist

About the Role This is a rare chance to have a significant personal impact in changing the lives of people and communities dealing with the effects of addiction. In this role, you are responsible for engaging with individuals who may be struggling with substance use disorders and helping them understand the whole-person care and individualized support that Eleanor Health provides. Through these interactions, you will lay the foundation of trust and understanding which lets them know that Eleanor Health is there for them when they need us. You will also help guide them to the appropriate Eleanor Health services if they choose to seek our help. This role will report to Eleanor’s Access Team Supervisor.

What You'll Do

• Understand Eleanor Health’s care mode and be able to communicate its value in a clear, compassionate and non-judgmental way

• Understand how insurance works, including the plans our patients have, and be able to effectively verify insurance eligibility and communicate patient cost sharing responsibility

• Field inbound communications through various intake channels inquiring about the nature of Eleanor Health’s services, qualify patients for Eleanor Health’s care, and schedule them with the appropriate appointments in EMRs.

• Interact with potential members, referral sources and internal care team via phone, email and other communications

• Perform initial and ongoing virtual outreach to potential members who have been referred to Eleanor Health by third party platforms, web forms, directly from providers or other referral sources, with the goal of engaging these members and organizations in our care

• Perform administrative duties including but not limited to checking voicemails, responding to emails and webforms, communicating through chat feature, other administrative tasks as assigned by the supervisor 

Qualifications

• Fluent in verbal and written communication in English

• Minimum of two (2) years customer service experience required, preferably in a healthcare setting

• 1-2 years of patient engagement experience or similar background requiring initiating patient/customer relationships built on trust

• Typing skills of 40 wpm or better

• Interpersonal skills to work with a wide variety of members each day and the ability to quickly establish trust and build a relationship with members

• Confidence and strong self-assuredness to succeed in communicating with members and educating to prospective members how Eleanor Health can help

• Excellent communication and interpersonal skills, with the ability to build rapport with people from diverse backgrounds.

• Quick thinking and ability to respond to questions and objections

• Ability to work independently and meet established goals

• Experience working with Salesforce and Athena or other EMR preferred

• Be highly motivated and self-directed with the ability to toggle between phone calls, documentation, and collaboration with other team members

• Adapt to frequently changing policies

• Open availability to work Monday-Friday 8AM EST - 8PM EST

• This position is remote and requires a quiet, dedicated work environment and a hardwired, high-speed internet connection. (Ethernet cable)

• Enjoy working in a fun, fast-paced, team-centered environment

Compensation & Benefits

The target compensation range for this position is $22-23/hr. The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.

Eleanor Health offers a generous benefits package to full-time employees, which includes:

• Generous Paid Time Off (prorated for new employees) - unplug, relax, and recharge! 

• 12 Vacation days

  • 12 Wellness (Sick) days

  • 3 Floating holidays

  • 9 Company-observed holidays

  • Jury Duty, Voting Leave, and other forms of paid time off may be available

• Eleanor-paid medical and dental insurance plans, with affordable vision coverage -We are a health first company, and we strive to make our plans affordable and accessible.

• 401(k) plan with 3% match - We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.

• Short-term disability - We understand that things happen, we want you to feel comfortable to take time to get better.

• Long Term Disability - Picks up where Short Term Disability leaves off (employee paid).

• Life Insurance - Both Eleanor and employee-paid options are available.

• Family Medical Leave -Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that you or a family member/significant other might be facing.

• Wellness Perks & Benefits -Mental Health is important to us and we want our employees to have the accessibility you deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates

• Mindfulness App Reimbursement

  • EAP with eight face-to-face sessions

  • Virtual health and wellness visits covered by our medical plan.