Location:

Work from home (Pennsylvania)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

No

Job Summary:

Assists in resolving customer concerns, providing appropriate education/instruction and maintaining customer satisfaction by providing the highest level of customer service within the phone system. Assists and educates callers about available services through active listening, problem solving, interpreting complex human problems, researching information, contacting providers and providing caller information. Assists callers with special needs or crisis situations by helping to identify the problem(s) through interviewing skills, identifying primary and secondary resources, by discussing options with the caller, and helping the caller decide on the plan of action. Advocates for callers who are incapacitated by age, physical or mental illness or handicap, or who are otherwise unable to communicate with various service delivery systems effectively.

Job Duties:

• Determines if services are covered benefits as applicable by line of business and product design.
• Responds to questions from customers and prospective customers.
• Serves as the primary contact for behavioral health benefits and network for members and providers.
• Investigates all concerns/issues to assure accurate information is provided in a timely manner.
• Completes resolution for all member/provider concerns and inquiries.
• Provides daily support and advice to member/provider services staff regarding benefits.
• Manages crisis situations with members and triages appropriately.
• Collects and records data on callers’ needs for use in monthly statistical and activity reports.
• Collects and records data on behavioral health organizations, facilities and services.
• Prepares, generates and appropriately disseminates letter communications to subscribers and members.
• Provides training within the team as needed.
• Communicates and coordinates with the appropriate internal department to resolve issues.
• Provides team building resources to assist in directing peers to appropriate policies and procedures in order to assist members and providers.
• Completes outbound calls to providers and members to resolve complex benefit, eligibility and claims issues.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details:

• Hours: Monday - Friday, 8:30am to 5pm may need to work 8am - 4:30pm too. No weekends or holidays!
• Travel: Limited travel for monthly meetings. Must be commutable within Pennsylvania.
• Work from home - PA resident strongly preferred
• Preferred Experience: Behavioral health

Work from Home Internet requirements:

• Employee required to have/supply: Cable modem, (high speed, only - No DSL or Wireless Cellular Service or Satellite Service)
• Computer must be connected to the internet via Ethernet cable; WiFi is not permitted unless a Virtual Private Network (VPN) is used for the WiFi connection

The minimum requirement is:

• •5 MBPS UP
• •20 Mbps DOWN
• •
• •

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Geisinger cares about not only its patients and members but also about you and your family. We offer a competitive compensation and benefits package to ensure that you and your loved ones can maintain good health, achieve financial stability, and excel both personally and professionally.

Our benefits package includes:

• Comprehensive health insurance coverage starting on your first day of employment with three medical plan options, including flexible spending account (FSA) and health savings account (HSA) options
• Life insurance, short-term disability, and long-term disability coverage paid for by the company
• A competitive 401(k) plan with automatic Geisinger contributions beginning on your first day of employment
• A generous paid time off (PTO) plan that allows you to accrue time quickly
• Access to the MyHealth Rewards wellness program, which helps you improve your health and earn incentives
• Support for families, including adoption assistance, paid parental leave, paid military leave, and a free care.com membership with discounted backup care for your loved ones
• We believe in creating a diverse and inclusive environment where all employees can be their authentic selves. That's why we offer several Employee Resource Groups (ERGs), which provide opportunities for you to network and develop professionally. Our ERGs are open to all employees and are formed around common identities.

To learn more about our benefit offerings, please visit: https://www.paperturn-view.com/radancy-geis/135344-geisinger-2023-benefits-general?pid=MzA300191&v=1.1

Education:

Associate's Degree-Social Sciences (Required)

Experience:

Minimum of 1 year-Related work experience (Required)

Certification(s) and License(s):

Skills:

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION : We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family.

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.