INTAKE SPECIALIST - BILINGUAL

Job Board : Apply at https://live.dominionsystems.com/Payroll/applicantPostingListNL.aspx?code=HNO1&posting=8424

Intake Specialist - Bilingual
LOCATION
Grand Rapids, MI
DEPARTMENT
PROGRAMS
HOURS
72
START DATE
10/25/21
STATUS
Full Time
SALARY
17.00
ABOUT THIS POSITION
Responsible for providing optimal customer service and support to the Health Net of West Michigan team by serving as the entry point to HNWM services. Through interaction with clients (phone and in person), project and navigation support, the team will assist clients and community partners in navigating HNWM services by routing referrals to appropriate staff, or resolving the questions or matters raised in a professional manner. Has high attention to detail in data entry and adheres to appropriate data collection methods. Maintains positive and interdisciplinary approach to HNWM work and team. Works as a member of the HNWM team to provide services to individuals/families by addressing Social Determinates of Health (SDoH) to achieve health equity for individuals/families.
Essential Job Duties and Responsibilities:

COVID-19 vaccine is required.

Bilingual (English-Spanish) candidates preferred.

Transportation
• Serves as a liaison and contact point for clients for transportation questions and services.
• Participates in quality improvement projects to improve client, provider, community partner(s) and vendor experience.
• Distributes transportation information to staff through e-mail, bulletin board postings, and announcements at staff meetings.
• Receives and processes incoming transportation referrals.
• Answers central referral/transportation phone line, and conducts telephone intake of individuals calling.
• Makes transportation reminder calls as needed or required.
• Processes phone and faxed referrals/inquiries from clients, medical homes, community partners and provides information as needed.
• Transfers all necessary client information to the staff in a timely and efficient way.
• Participates in appropriate data collection, according to approved procedures, and as assigned.
• Stays current with changes and modifications in the process.
• Provides CHAP and health plan transportation eligibility and policies.

Navigation
• Exhibits excellent customer service skills and maintains confidentiality at all times.
• Greets clients and community partners.
• Ensures a safe and pleasant environment for HNWM guests.
• Serves as a liaison and contact point for client questions and services.
• Identifies potential outreach or case management issues and refers to the appropriate staff or agencies.
• Receives incoming referrals and processes referrals for distribution.
• Regularly presents referral discrepancies requiring follow-up to appropriate staff.
• Answers central referral and phone line(s), and conducts telephone intake of individuals calling, including universal screening.
• Processes phone and faxed referrals/inquiries from practices and provides organizational information as needed.
• Distributes referrals to management team for assignment.
• Transfers all necessary client information to the staff in a timely and efficient way.
• Attends internal and external meetings as needed and requested.
• Participates in appropriate data collection, according to approved procedures, and as assigned.
• Participates in quality improvement projects as assigned.
• Promotes teamwork and good communication among all staff and volunteer team members.
• Understands the extremely confidential nature of the position and documents relating to the position.
• Supports the organizational mission, vision, values, key strategies, and development of collaborative relationships with the organizations that interface with the program.
• Adheres to all Health Insurance Portability and Accountability Act of 1996 (HIPAA) standards to protect client Protected Health Information (PHI).
• Other job duties and responsibilities as assigned.

Case Management and HNWM Support
• Documents and responds to Health Net clients’ inquiries, complaints, and concerns.
• Identifies and triages client issues requiring intervention by other team members.
• Identifies issues requiring urgent attention and responds accordingly, e.g., clinical, safety, legal, media.
• Determines program eligibility for clients and referrals.
• Educates clients regarding missed appointments, medical home policies and procedures and other necessary education points.
• Educates clients about their benefits, rights and responsibilities relating to their Health
Net services
• Remain current on all HNWM services.
• As needed addresses benefit, coverage and eligibility questions for clients and providers.
• Coordinates with other staff to assure continuity of care and resolves service issues between clients, providers and Health Net.
• Attends internal and external meetings as needed and requested.

Administrative Support
• Process mail as directed by office manager.
• Update class/meeting room calendars daily.
• Checks in office supply orders.
• Monitor lobby area for cleanliness.
• Monitor and respond to, or forward as appropriate, HNWM website inbox inquiries.
• Other job duties and responsibilities as assigned.

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.

SKILLS
A. Associate’s degree or higher; college course work in the areas of nonprofit or public administration, or healthcare services preferred.
B. One year of experience in a human services or healthcare setting.
C. Commitment to high quality customer service.
D. Effective time management skills and enthusiasm.
E. Competency with Microsoft Office applications, and the ability to learn new software systems.
F. Commitment to continuous learning.
G. A high level of organization and a highly developed attention to accuracy and detail.
H. Ability to consistently exercise appropriate judgment and appropriate behavior in representing the organization in interactions with clients, providers and others.
I. Ability to write well, be articulate (verbally and in writing), present well, and use communication methods appropriate to the situation.
J. Ability to identify and resolve problems in a timely manner and develop alternative solutions.
K. Ability to solve conflict and utilize critical thinking skills.
L. Ability to listen to others and maintain high level of confidentiality.
M. Ability to cope with stressful situations, and to work effectively and efficiently under tight deadlines, high volumes, multiple interruptions, and maintain a calm and professional demeanor.
WORKING CONDITIONS
• Employees in this position may need to remain stationary for extended periods of time and occasionally move about inside the office to access file cabinets, office machinery, etc. • Employees in this position frequently communicates with staff, clients, vendors, and the general public. Must be able to express oneself in a manner that maintains professionality. • Occasionally moves or transports items (office equipment/supplies) weighing up to 30lbs. • Moderate level of stress caused by tight deadlines. • Moderate level of mental and/or visual fatigue and/or eyestrain may result from looking at a computer screen for extended periods of time. • Possible work outside the normal business hours • The somewhat open floor plan requires the ability to work in an office environment with moderate noise levels and activity. • Remote work may be an option

BENEFITS
This position is benefits eligible.

APPLY AT: https://live.dominionsystems.com/Payroll/applicantPostingListNL.aspx?code=HNO1&posting=8424