The Care Coordinator provides direct support to our members through inbound and outbound calls. They can manage crisis situations and are familiar with community resources. They are comfortable engaging with a wide variety of individuals, are flexible and have the skill to provide needed services over the phone.

The keys to success are:

• We Hear You Smiling. You answer the phone with a smile, ready to handle whatever the
  customer needs.
• Speed. You are a quick starter and can jump into new environments without much ramp up.
• Calm Under Pressure. You leverage your array of talents by calmly defusing difficult
  situations and speaking with customers that are looking for a trusted friend.
• Operational Detail. You understand the importance of following a process and checking
  your work to ensure it is complete and correct.
• Compassion. You show a high level of empathy for all members coming from a variety of
  backgrounds.

Work Hours: This is a full-time, hourly non-exempt position requiring flexibility, including evenings and weekends.

KEY RESPONSIBILITIES

• Use empathic responsive services over the phone to serve Pyx Health members.
• Connect users to their community and resources that will help them feel healthier.
• Provide friendly, empathetic and engaging phone line support for those who desire an authentic human connection to support them in their recovery.
• Assist individuals who call because they may be experiencing loneliness, isolation, fear, lack of support and/or lack of resources.
• Promote exceptional customer experience with individuals and families.
• Empathize with and encourage our users who are on a healthcare journey.
• Gather user feedback and disseminate amongst the team.
• Connect with the caller's issues while inspiring hope.
• Offer support, not solutions.
• Meet established call volume quotas daily.
• Meet personal/team qualitative and quantitative targets.

SKILLS AND KNOWLEDGE

• Behavioral Health Technician qualified
• Case Management experience
• Behavioral Health experience and knowledge
• Must have excellent customer service, interpersonal, and oral/written communication skills
  and professional demeanor.
• Must work collaboratively with other members of the team, pay high attention to details, and demonstrate the ability to flex quickly and effectively between tasks.
• Must be computer literate and possess strong problem-solving skills.
• Ability to use tack and diplomacy appropriate to situation.
• Exhibits cultural competency and demonstrates a strong ability to work well with a diverse group of individuals.
• Demonstrates strong interpersonal skills and the ability to work independently; and mastery of time-management and work accuracy despite multi-faceted task, fragmented
  assignments, and frequent interruptions.

Required Skills

• Bi-lingual: Fluent in Spanish and English (verbal and written) preferred
• College Degree: Associate, Bachelor or Master -OR-
• Prior experience in behavioral health, mental health, substance abuse, social work, or case management fields