Bilingual Outreach Counselor - Houston Inner Loop

Essential Duties and Responsibilities:

- Interface with and refer complaints and/or inquiries to the appropriate departments, agencies, advocates, and/or client representatives.

- Maintain updated knowledge of managed care as it relates to client supported programs.

- Meet the established processing guidelines, protocols and contract requirements related to complaint processing and the handling of PHI/PII.

- Assist consumers in enrolling, disenrolling, and transferring into health plans, when appropriate.

- Perform other duties as may be assigned by the Complaint Unit Supervisor and/or Project Management.

- Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.

- Conducts outreach, including phone calls, home visits, and community presentations in the field in accordance with project policy and procedures (50% of the time).

Solely responsible for a specific geographic area and related tasks for that area.

Travels independently using proper safety precautions.

- Conducts one-on-one and group outreach presentations to recipients and community members within a specific territory or initiative.

The work environment varies and is mobile.

- Presents program education and enrollment options to recipients to encourage recipient action.

Presents managed care options to recipients and assists them in using their health care and dental plans and community resources as needed.

- Identifies, develops, builds, and maintains positive relationships with county staff, state agencies, and community/faith-based groups to enhance presence in the community.

- Retrieves, researches, and analyzes data from multiple databases to answer client concerns and completes direct data entry into designated internal automated systems in accordance with EB Project policies and procedures.

- Identifies issues, problem-solves, and escalates unresolved issues and concerns to management immediately and regularly.

- Establishes and maintains knowledge of the community and participates in community events, health fairs, and other activities as needed.

- Multi-tasks in several computer applications at once while holding a conversation with client.

-Responsible for documenting activity in automated systems and reporting outcomes on a daily/ weekly basis.

- Responsible for ensuring confidentiality of client information.

- Uses customer service skills to adapt to situations and deal with clients face-to-face.

- Willingness to work a flexible schedule including weekends and evenings.

- Assists other Outreach Counselors and other team members with management and completion of daily duties to ensure compliance with contract standards and requirements.

- May be required to wear personal protective equipment (PPE) when having client in-person interaction for precautionary measures

- Provide customer service inbound support via telephone when needed to assist the EB Call Center de...