Partners in Care Foundation is a nonprofit healthcare organisation that develops and expands community-based care for older adults and people with complex health needs. Its Community Care Hub links healthcare providers with a statewide network of community organisations through one contracting relationship, helping make coordinated services easier to deliver. The foundation offers evidence-based programs, care coordination, outreach and enrollment, and training for community health workers, alongside AI-enabled tools such as HomeMeds for medication review. Its work brings healthcare and community services together to improve health outcomes and support people’s stability.
Engagement Center Specialist, Contact Center
Enroll people managing chronic conditions in self-management programs through customer support and motivational interviewing. Use registration tools to connect customers with workshops, online programs, and mailed resources.
विवरण
- Enroll customers in self-management programs through inbound and outbound calls or online interactions.
- Guide customers managing chronic conditions with scripted conversations and motivational interviewing.
- Register customers for in-person or online programs and mailed self-management kits.
- Stay current on motivational interviewing, program products, procedures, and related topics.
- Meet registration targets and identify opportunities to complete registrations during calls.
- Handle customer inquiries, including cases that require flexibility beyond standard scripts or registration steps.
- Welcome customers with courtesy and professionalism.
- Listen to customers’ motivations and concerns, show empathy, and build rapport.
- Confirm customers’ motivations, needs, and concerns through clear questions.
- Use eSpatial to connect customers with community workshops.
- Enter information accurately in real time and keep customer records up to date.
- Coordinate with colleagues and teams to complete registrations promptly and to a high standard.
- Suggest ways to solve problems, improve service, and increase productivity.
- Take part in efforts to improve customer satisfaction and business performance.
- Answer questions and offer guidance tailored to customers’ needs and profiles.
- Investigate and resolve issues with registrations, service changes, or cancellations.
- Attend meetings and handle related offline tasks, including preparing fulfillment packages.
आवश्यकताएँ
- High school diploma or equivalent experience.
- One year of community health worker or customer service sales experience is preferred.
- Strong motivational interviewing skills and ability to close sales.
- Confidence with self-management products and advocacy skills.
- Spanish or Armenian bilingual skills are strongly preferred.
- Strong communication, multitasking, and empathy skills.
- Courteous manner and strong customer service orientation.
- Strong computer navigation skills and PC knowledge.
- Salesforce and eSpatial experience is preferred.
- Ability to learn.
- Ability to stay calm under pressure and communicate clearly, concisely, and with focus.
- Flexibility to adapt to change and think conceptually.
- Comfort with repetitive work in a fast-paced environment.
- Ability to work both independently and as part of a team.
- Dependability and strong attention to detail.
- Authorization to work in the United States.
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