Overview

Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability to relate to different people, you are a match for CCS. As a BILINGUAL SPANISH Engagement Specialist you are responsible for increasing patient engagement through telephonic outreach to ensure a positive patient experience with a focus of patient retention. Alaska, California, Colorado, Delaware, Hawaii, Idaho, Maine, Montana, Nevada, New Hampshire, New York, North Dakota, Rhode Island, South Dakota, Vermont, Washington, Wyoming; residents are not eligible.

Responsibilities

• Performs inbound and outbound patient engagement calls after initial delivery of medical equipment and/or supplies
• Proficient knowledge of medical equipment and supplies offered by CCS Medical
• Ability to educate a patient on how to use their medical equipment and/or supplies
• Ability to trouble shoot medical equipment/supply issues for a patient by telephone
• Schedule patients for on-going diabetes education and coaching
• Assist pharmacists and certified diabetes educators with patient survey questions regarding diabetes disease management
• Ability to educate patient on the reorder process and ensure they are set up correctly to receive ongoing supplies
• Always maintains a high degree of confidentiality due to access to sensitive information
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements
• Abides by all regulations, policies, procedures and standards

Desired Outcomes

• Achieves stated goals and objectives for patient engagement
• Maintains positive internal and external customer service relationships
• Maintains open lines of communication
• Plans and organizes work effectively and ensures its completion
• Meets all productivity requirements
• Demonstrates team behavior and promotes a collaborative environment
• Actively participates in Continuous Quality Improvement
• Always represents the organization professionally

Qualifications

• High School diploma or equivalent required
• License or certification in medical field (e.g., pharmacy technician, medical assistant, licensed practical nurse, etc..) preferred
• 1-3 years of customer service in healthcare preferred
• Excellent customer service and communication skills
• Must have compassion and desire to work with patients
• Ability to build positive relationships with patients
• Must demonstrate the ability to work responsibly as a team member as well as an individual.
• Must be honest, fair, ethical, dependable, respect confidentiality and the rights and privacy of others and local, state, and federal laws
• Must practice and promote Policies and Procedures, Mission Statement, Values and Goals
• Exceptional organizational skills
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations
• Must be flexible regarding work schedule. All positions require evening and weekend availability.

Values Our Values Certainty-The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency. Deliver what you commit to.

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization. Treat other the way you want to be treated.

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do.

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals. Speak the truth.

CCS is an EEO/AA Employer. M/F/D/V Company Overview CCS is the strategic partner addressing America's most pressing healthcare challenges through intelligent chronic care management, tackling the $412 billion annual diabetes burden and chronic conditions affecting over 133 million Americans. At the core of CCS's differentiated model is LivingConnected®, a human-led, digitally-enabled clinical solution. PropheSee™—an AI-powered predictive model that identifies non-adherence risk and delivers personalized interventions— is an integral part of this solution, creating a first-of-its-kind pl