Wellness Guide

POSITION TITLE: Wellness Guide

Contract through July 1, 2024

Location: Fairfield, CA 94534

Schedule: Monday-Friday 8am-5pm

Pay: 18-24.50

Spanish Bilingual Required

POSITION PURPOSE

This position provides support and guidance to HealthPlan members for wellness services and incentive programs in a call-center environment. The Wellness Guide works closely with members and their families to encourage members to engage in healthy activities (including preventative care visits and chronic care management), remind members of available benefits, and connect members to available internal and external resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Performs wellness campaign outreach activities for assigned membership/campaigns. Provides members with information about benefits supporting member wellness and helps members schedule appointments for wellness services.

- Engages members to discuss wellness programs and health screening opportunities.

- Maintains active caseload and call volume appropriate to the acuity of the outreach campaign.

- Appropriately screens members and refers to community resources, providers, and additional resources and programs (Healthy Living programs, Case Management support) in accordance with department guidelines.

- Conducts targeted assessments to encourage members to remain healthy and to support campaign goals.

- Completes timely and accurate documentation in appropriate systems in accordance with department policies.

- Responds to member queries on the ACD telephone line, determines call urgency, and routes calls appropriately.

- Provides excellent customer service and communicates with others in accordance with standards and expectations.

- Responds to inquiries in a timely manner.

Education and Experience

-High school diploma or equivalent combination of experience and education required , associates or bachelors degree preferred

-2 years of experience working in healthcare setting

All HealthPlan employees are expected to:

- Provide the highest possible level of service to clients;

- Promote teamwork and cooperative effort among employees;

- Maintain safe practices; and

- Abide by the HealthPlan's policies and procedures, as they may from time to time be updated.

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