Care Engagement Specialist I - Customer Service

Description

Who We Are:

Founded in 2005, Engaging Solutions is a management consulting. Our select team of experts delivers high-impact results across Contact Center Operations, Planning & Community Development, Health Equity, Health Outreach, and Business Intelligence & Data Analytics. Our cross-sector expertise helps us understand client needs and build strong partnerships. We serve government agencies, nonprofits, and corporations nationwide.

Our mission is to provide tailored business solutions that improve quality of life in the communities we serve. We live our core values - People, Impact, Community, Equity, and Integrity. We are small enough to be flexible, large enough to deliver excellence, and agile enough to adapt to any organization’s needs.

We offer competitive compensation, comprehensive benefits, and a holistic approach to work–life balance, including work-from-home options. Engaging Solutions has been named an IndyStar Top Workplace (2016–2018, 2020, 2022–2025) and recognized among Fortune’s Fastest-Growing Businesses! 

Position Purpose:

The purpose of the Care Engagement Specialist – Customer Service in the contact center is to handle inbound and outbound interactions. The Engagement Specialist is accountable for the delivery of high-quality professional services in accordance with the mission, core values, and purposes for Engaging Solutions and the assigned client.

Competencies/Duties:

• Conduct inbound and outbound customer interaction support.
• Attract and retain customers by promoting the company positively, providing prompt and accurate customer service.
• Utilize reference materials to take ownership of customer issues and drive resolutions.
• Document all customer interactions according to standard operating procedures.
• Provide customers with prompt and accurate customer service.
• Identify, escalate, and route priority issues to appropriate resource(s).
• Meet department expectations and key performance indicator goals.
• Participate in continuous quality improvement initiatives.
• Conduct strategies to increase customer adherence and reduce barriers.
• Manage complex customer service workflows using multiple system navigation.
• Other duties as assigned

Requirements

Position Requirements/Abilities:

• Working knowledge of computer operations
• Strong interpersonal skills
• Effective verbal and written communication skills
• Ability to communicate effectively with people from diverse population
• Ability to problem solve and adapt to changing environment
• Strong computer skill proficiency in the knowledge of and use of Microsoft word, spreadsheet operations, and internet navigation
• Typing skills of 35-40 wpm, preferred
• Ability to use multi-screen
• Ability to work a flexible schedule
• Ability to multi-task
• Medicaid managed care of insurance industry, preferred
• Managing customer concerns and sales experience, preferred

Education, Work Experience, Licensure:

• High school education or equivalent
• 1-2 years of strong customer service experience preferably in a contact center environment

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Environment/Physical Demands:

• Must be able to speak, hear, see, read, write, type, dial, reach, and bend
• This position is full time, minimum of forty hours per week
• A combination of day, evening, and weekend hours are required