Crisis Management Representative III
- Job Family: Customer Care
- Type: Full time
- Date Posted:Apr 21, 2023
- Req #: JR65259
- National +50 Miles away from nearest PulsePoint, National +50 Miles away from nearest PulsePoint
A proud member of the Elevance Health family of companies, Carelon Behavioral Health , formerly Beacon Health Options, offers superior clinical mental health and substance use disorder management, a comprehensive employee assistance program, work/life support, specialty programs for autism and depression, and insightful analytics to improve the delivery of care.
Location: Remote, work from home.
- This is a 24 hour Call Center position, open 365 days, with varied 1st, 2nd, and 3rd shifts to include weekends.
How Will You Make An Impact
- Responsible for providing technical guidance to UM Reps who handle correspondence and assist callers with issues concerning contract and benefit eligibility.
- Assisting management by identifying areas of improvement and expressing a willingness to take on new projects as assigned.
- Handling escalated and unresolved calls from less experienced team members.
- Ensuring UM Reps are directed to the appropriate resources to resolve issues.
- Ability to understand and explain specific workflow, processes, departmental priorities and guidelines.
- May assist in new hire training to act as eventual proxy for Ops Expert.
- Exemplifies behaviors embodied in the 5 Core Values.
- Requires a HS diploma or GED and a minimum of 3 years of experience in customer service experience in healthcare related setting ; or any combination of education and experience which would provide an equivalent background.
- Medical terminology training required.
- Bilingual communications skills in either of the following languages is highly preferred: Spanish, Tagalog, German, Portuguese, French, Vietnamese, Russian, Chinese, Korean or Italian.
- Bachelor's Degree is STRONGLY preferred
- Crisis line or mental healthcare experience very strongly preferred
- Experience working on a phone/text/chat platform completing assessments preferred
- Master’s Degree preferred
- De-escalation skills
- Motivational interviewing or similar skills
- Strong oral, written and interpersonal communication skills
- Problem-solving skills
Locations: California; Colorado; Nevada; Washington State; Jersey City, NJ; New York City, NY; Ithaca, NY and Westchester County, NY
In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the company. The company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.
- The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Be part of an Extraordinary Team
Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. A Fortune 20 company with a longstanding history in the healthcare industry, we are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.
The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Elevance Health approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Elevance Health is able to reasonably accommodate. Elevance Health will also follow all relevant federal, state and local laws.
Elevance Health has been named as a Fortune Great Place To Work in 2022, has been ranked for five years running as one of the 2023 World’s Most Admired Companies by Fortune magazine, and is a growing Top 20 Fortune 500 Company. To learn more about our company and apply, please visit us at careers.ElevanceHealth.com. Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact ability@icareerhelp.com for assistance.
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Equal Opportunity Employer / Disability / Veteran
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- EEO Policy Statement
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Need Assistance?
Email us (elevancehealth@icareerhelp.com) or call 1-877-204-7664
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