Call Center Specialist

Job Details

Job Location:

Rhode Island Parent Information Network - Warwick, RI 02888

RIPIN

Salary Range: $20-$22/hour

RIPIN deploys a peer model to support people with special healthcare and education needs across the whole lifespan. Founded in 1991 by a group of parents of children with special needs, RIPIN continues to be peer-led: a majority of our board and more than three-fourths of our staff are parents or caretakers of loved ones with special needs. RIPIN’s peer professionals now help more than 45,000 Rhode Islanders every year navigate healthcare, schools, and other support systems.

The Consumer Resource Specialist will provide comprehensive phone support to consumers navigating health coverage as it relates to the state/federal insurance regulations. The Consumer Resource Specialist also serves as an intermediary and first point of contact, connecting consumers to RIPIN programs that support a range of services across the lifespan, including special education, care coordination, and healthy aging. The Consumer Resource Specialist will ensure all individuals are supported in a responsive and timely manner with a primary focus of providing consumers and their families with information, resources, guidance, and assistance using a peer-to-peer support model.

• Provide daily telephone support to consumers regarding health matters, offering information, resources, support, and problem-solving to assist consumers in accessing, and /or obtaining health benefits. Provide wraparound case management and advocacy to consumers with complex needs
• Assist consumers in understanding and accessing the appeals process in health insurance. Document any grievances: assist in the coordination and submission of grievances as required by funding sources and/or other public and private agencies. Refer consumers to other services or public or private agencies for additional supports as needed
• Connect consumers with appropriate RIPIN programs and services, including those that address special education, care coordination, and healthy aging. Facilitate seamless transitions between programs to ensure comprehensive support for consumers across the lifespan.
• Collaborate with RIPIN staff to continuously develop, assess, and implement outreach plan for call center programs to ensure seamless service delivery and to avoid duplication of services. Continuously develop, assess, and implement program awareness campaign to generate consumer utilization of call center resources
• Accept other duties and responsibilities as assigned

• Advanced knowledge of health systems in RI and other human service systems supporting consumers in obtaining, maintaining, and accessing public and commercial health insurance programs
• High level of interpersonal skills and excellent communication skills to interact on a professional level with our diverse stakeholders, including consumers and professionals
• Ability to convey complex information in a clear and understandable manner
• Fluency (speaking, reading, and writing) in English and Spanish desired

• High school diploma/GED required, Associates Degree or bachelor’s degree in Human Services, Education, or related field strongly preferred
• Personal experience navigating healthcare for self or family member highly desired
• Experience working with and outreaching to diverse populations

• Regularly required to talk or hear
• Regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms
• Regularly required to climb stairs, reach, stretch, stand and bend
• Required to have the ability to lift and/or…