Welbe Advocate I

Job Summary The position involves two primary functions within the Advocate Hub, based on assignment. The role may include inbound and/or outbound assignments such as call management (answering inbound calls), outbound scheduling, authorization processing, inquiry response, clinic-based scheduling, and other administrative tasks. The position requires providing outstanding customer service to all stakeholders (participants, families, partners, and team members) and maintaining current and accurate records of all scheduled appointments. The role demands the ability to work in a fast-paced, participant-centric environment, multitask effectively, and collaborate with colleagues and stakeholders to promote team values, culture, and mission. Job Responsibilities Answer incoming phone calls, emails, and contacts as requests come into the Hub. Screen, transfer, resolve, and dispose of calls expeditiously while adhering to all process and documentation standards. Review, process, schedule, and authorize orders according to department protocols. Ensure timely documentation of all updates, encounters, and communication in source systems as outlined by department protocols. Coordinate the scheduling of participants' appointments, troubleshoot conflicts or urgent needs, communicate with all stakeholders, and meet appointment turn-around times as outlined in appointment scheduling protocols. Respond to questions and inquiries regarding authorization status and requirements. Provide eligibility status and benefit information for participants. Collect, update, and verify participant and provider information as needed. Address participant and provider inquiries and escalate as appropriate when unable to resolve. Conduct appointment confirmations and reminders, updating appointments as appropriate. Maintain current and accurate records of all scheduled appointments, including outcomes. Troubleshoot and resolve basic issues; escalated to manager when appropriate. Complete all required documentation in a timely and accurate manner. Protect privacy and maintain confidentiality of all company procedures and information about team members, participants, and families. Follow company policies and procedures and participate in required quality improvement activities, staff training, and meetings. Communicate regularly with supervisor and team regarding workload and priorities. Complete all mandated trainings and education in a timely manner. Complete all mandated occupational health screenings as needed. Exercise flexibility in performing assignments as business needs evolve. Other duties as assigned. Physical Demands and Working Conditions The physical demands and work environment characteristics are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be #J-18808-Ljbffr TALENT Software Services