Your Daily Mission

The Social Service Specialist serves Centauri’s clients by working with client members/ patients by phone to address and respond to identified needs related to Social Determinants of Health (SDOH) not otherwise provided by the clients and/or Best Benefits or Premium Assist Services. Social Service+ Specialist will contact/respond to referred members/patients for the purpose of introducing Social Service+ services, provide information and direction related to benefits eligibility and application process, screen member/patient for interest in community social service resources, may also provide members/patients with printed information regarding benefits or social service resources.

The Social Service+ Specialist will follow Centauri established processes to reconnect with members/patients to determine outcome of, and resolution of, members eligibility and application for local/state/federal social service benefits and ensure member/patient access to needed community social service resources.

The Social Service+ Specialist will maintain current and active records of all member/patient contacts and effectively document interactions based on established Centauri procedures.

The Social Service+ Specialist makes a warm transfer to identified local community agency to assist member /patient expedite services and may also make a warm transfer to the client as indicated by identified need and contractual procedure.

Who You Are

• High School Diploma or GED equivalent
• 1+ years of experience working in a professional office & fast-paced environment
• 1+ year working in Customer Service Center
• At least one year of social services or health care experience desired
• Proficient skills with MS Office and Windows operating system
• Excellent telephone skills
• Excellent analytical skills
• Excellent interpersonal skills
• Excellent written/verbal communication
• Strong Literacy (grammar, spelling, math)
• Basic knowledge of social services
• Effective and empathetic phone communication
• Knowledge and comfort engaging individuals of diverse cultural and ethnic backgrounds
• Basic knowledge of issues and challenges faced by under served and vulnerable populations

The Reality of the Role

• Responds to calls from client’s members or patients requesting assistance with determining eligibility for benefits or access to community social services.
• Engages members in standardized assessment to identify needs and eligibility for resources related to social determinates of health.
• Research, using identified database(s), benefits/community resources available to meet specific person’s needs.
• Provides options of resources to member and with members input, assesses which resource(s) will be accessible to member. Validates member’s understanding and recording of information provided.
• Assists the member/patient in accessing identified resources which may include a warm transfer to the identified agency.
• Where available, provides written information via email or mail to members/patient, identifying applicable social service community resources.
• Communicates with members/patients via phone, and clarifies the details of Centauri Health Services, properly sets expectations for process and communication to ensure member understanding.
• Leverages technology and account processing workflows; maintains data integrity with accurate and concise documentation in Centauri Health Services Compass systems and contracted resource systems.
• Assists members and takes appropriate action to secure resources contracted by Centauri client.
• Follows established workflow for member follow-up contact to determine outcome and resolution of member identified needs.
• Provides warm transfer of member/patient to client as indicated by identified need outlined by contracted Centauri client.
• Documents all member contact in Centauri Health Solutions database.
• Communicates regularly and works effectively with supervisor and team to ensure that resource information is current and correct. Effectively maintains records of identified incorrect /outdated resource information.
• Perform miscellaneous clerical tasks (fax, file, data entry, scan, index). Promptly take and return all calls. Answers questions regarding resources. Completes other duties as assigned.
• Maintains positive professional relationship with client members / patients throughout resolution of identified problems.
• Ensures member/patient satisfaction through scheduled follow-up contact to validate member/patient receipt of benefits/services.
• Manage a high volume of outbound/inbound phone calls.
• Performs miscellaneous administrative tasks as required.
• Partners with leadership for continuation training