Enrollment Consultant – Ceras Health Inc – Omaha, NE

Position:

Enrollment Consultant

Company

Ceras Health Inc

Location

Omaha, NE

Reporting Relationship

Reports to Onboarding Manager

Website

www.cerashealth.com

COMPANY BACKGROUND

Ceras Health Inc. is a digital heath solutions company that was established to enable individuals to take control of their own health, benefit from healthier living habits and learn ways to extend and improve the quality of their lives. The company’s smart devices, technologies, and services include Remote Patient Monitoring, Chronic Care Management, Transitional Care Management, Behavioral Health, and Wellness. Ceras Health has developed a patented SaaS and mobile platform that collects self-reported data from smart devices, monitors patient’s health, provides patients and care team members with the ability to measure and track health data. Our goal is to be the leader in engaging people in their own health.

Position Overview:

At Ceras Health our most valued asset is our Customer Care team members that provide our customers with a best in class experience across their journey with Ceras Health from the warm and empathetic welcome to insurance validation, explaining share of cost for services, to the warm and seamless hand off to our Care Coordination team. As a fast growing organization we are seeking Sr Customer Care Specialists with a deep knowledge of Healthcare and experience in a high touch, high volume medical or healthcare environment that has the customer experience in the center of all that you do.

This is a fast paced, continuously evolving environment that we are learning and building as we grow every day through the customers that we serve. You will spend your day making a high volume of outbound calls to engage and follow up with customers who are seeking Ceras Health services, take inbound calls and emails from customers where you are capturing and enter demographic and insurance reimbursement information in the Ceras Health system as well as address customer questions completely and accurately, including share of cost for services. Additionally, you will complete order fulfillment and processing and requesting shipment of our wearable device. The Sr Customer Care Specialist is responsible for providing highly professional, courteous, and empathetic customer service. They are also expected to collaborate with members of other departments, as required to fully address customer needs.

This is an office based position in Boston, MA.

JOB / DUTIES / RESPONSIBILITIES (Listed in order of importance)

• Make outbound calls to engage customers in Ceras Health services
• Clearly and articulately explain Ceras Health services
• Clearly explain and quote out of pocket costs (insurance copayment & deductibles)
• Answer inquiries and questions related to Ceras Health services, cost share or related to insurance
• Take inbound calls from customers seeking information related to services
• Request and collect customer information and enter it into the Ceras Health system while on the call
• Ensure Medicare and payer requirements are met and on file to assure timely reimbursement for the services provided
• Accurately and concisely document all customer interactions and calls into the Ceras Health system while maintaining compliance to HIPAA and other regulating bodies as required
• Meet or exceed key performance indicators: outbound/inbound call volume, monthly quota for enrollment into Ceras Health services, individual CSAT scores and others as defined by management
• Continuously increase knowledge of Medicare population, coverage guidelines and cost share for Ceras Health’s portfolio of products through ongoing study of materials and participation in training programs
• Encourage customer compliance with product utilization
• Provide frequent feedback and suggestions to support an environment of continuous process improvement.

CERAS HEALTH LEADERSHIP PRINCIPLES:

Customer Centricity

Leaders see the world from the customer point of view and work backwards. They are feared by the competition for their rigor to anticipate customer needs, deeply consider the effect they have on end users, and solve them proactively. Leaders earn and are obsessed with keeping customer trust.

Ownership

Ownership is a norm for leaders. They are task oriented, do what needs to be done on behalf of the company, and are motivated by pride and engagement. They hold themselves to higher standards of expectations for performance and deliver results consistently.

Hit the Goals a Lot

Leaders have can do attitude and hit the goals a lot. They focus on key business inputs and consistently deliver quality outputs in a timely manner. They insist on highest standards and practice winning is not everything – it is the only thing that matters.

Detail Oriented

Leaders are detail oriented and no task is beneath them. They are on top of metrics, narrative and operate at all levels. They are resilient and possess capacity to maintain performance despite negative shocks.

Seek Out Change

Leaders are relentless in their focus on cause and change. They look for new big ideas from everywhere and are not afraid to work towards their objectives. They accept that they may be misunderstood for long periods of time yet rally and succeed where others have failed.

Recruit and Develop 9’s

Leaders hire the best and the most valuable (9’s). They have an eye for exceptional talent and rotate them to do great things. Leaders are natural mentors and develop leaders.

Respect

Leaders listen and speak candidly. They respect others, challenge decisions when they disagree, and fully commit once a decision is made. They are vocally self-critical and worry less about the awkwardness it presents when doing so.

Wired for Empathy

Leaders believe coworkers to be like a second family. They mentor and nurture innate talents in others. They help create situations for people that make them feel wonderful. They foster a community, and care about creating a better world

Ceras Health is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.