Job Description

JOB PURPOSE

The Customer Service Representative (Client Success Navigator) is responsible for providing excellent client services for all internal and external customers, helping clients navigate the healthcare system as it pertains to the health plans and programs to which the clients are subscribed, supporting clients in achieving their health-related goals, and demonstrating in-depth knowledge of company programs. Effective communication with team members is essential.

DUTIES AND RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communicate clearly and empathetically to clients with healthcare navigation challenges, through various channels, predominately via telephone, email and chat.
• Provides timely and accurate information to incoming client inquiries and addresses client’s concerns through effective resolution strategies.
• Use critical thinking skills to assess the client’s needs, create “touchpoints” with client and offer individualized offerings/services tailored to the client’s needs
• Support clients in achieving their health-related goals and making informed decisions concerning their health plan or program
• Act as a “virtual caregiver” by organizing and coordinating clients' needs, activities, medications, care plans, appointments, etc. through a virtual database as provided by their individual plan or program
• Provides timely feedback to the company regarding service failures or client concerns
• Abides by established protocol and procedures set by department(s)
• Partners with other company departments to meet and exceed client’s service expectations
• Must demonstrate an ability to read, consume and understand care program, health plan and related guidelines and communicate effectively to clients of the service.
• Other duties assigned.

SKILLS AND QUALIFICATIONS

• Batchelor’s degree required.
• Public health coordination background OR health navigation experience, preferred.
• At least 3 years of customer service experience required in healthcare, financial support, insurance member support or similar experience in allied fields.
• Critical Thinking/Problem Solving/Analysis.
• Time Management.
• Communication Proficiency.
• Teamwork Orientation.
• Proficiency in basic computer programs.
• Claims management experience preferred.

WORKING CONDITIONS

This job operates in a professional office environment and is a full-time in-office position. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

• The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move 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.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods of time.
• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Company Description

Caryn Health Solutions is a Technology and Management Services firm that provides end to end management, technology and operations for organizations including employers, associations, ministries, third-party administrators and other groups who wish to provide or manage health plans to their members, employees or customers. Caryn Health was formed in mid-2018 and has grown substantially from that point forward in both solutions, technology platforms, members and resources. Based in Alpharetta, GA CarynHealth is looking for highly energetic, positive, sincere, growth oriented individuals who wish to join a fast growing firm emerging from a start-up posture into a robust team providing/supporting health benefits to both individuals and small to medium enterprises who are not adequately served by existing health plan or technology platform offerings.