Description:
Join our winning team, recently honored as #67 on Forbes’ list of America's Best Startup Employers for 2024!
The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.
The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.
At THB, we define our company culture through our Core Values:
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Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
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Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
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Bee the teammate you want to work with - We work as a team, help each other and encourage each other
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Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
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Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.
Job Summary:
As a Care Advisor, Expert Guidance you will play a crucial role in researching, assessing, and planning interventions to support senior adults facing social, emotional, economic, and environmental challenges.
In this role, you will assist long-term care insurance policyholders by facilitating access to community resources, services, and support. By utilizing assessment results, screenings, and your knowledge of community-based resources, you will help policyholders achieve their care journey goals.
Requirements:
Supervisory Responsibilities:
Duties/Responsibilities:
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Communicate with senior adults and their families to educate them on the benefits being offered.
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Navigate the marketplace platform with members to ensure they understand how to purchase products for their needs.
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Make outbound calls to assist members with benefit explanations and identify those who would benefit from further assessment.
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Answer inbound calls in a high-capacity, member focused, contact center and appropriately route to Senior Care Advisor or schedule follow up calls.
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Document communication and intervention activity accurately and consistently
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Help senior adults and families develop their capacity and access to resources offered through the marketplace platform and expert guidance intervention.
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Work with our development team to improve care management tools and systems
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Other duties as assigned
Performance Metrics:
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Intake Assessment Completion Rate: Achieve 100% completion rate for converted policyholders
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Quality Assurance: Maintain a quality assurance score of 80% or higher
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OB Touchpoint Completion: Complete outbound touchpoints for each case within SLA
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Documentation Review Accuracy: Ensure thorough and accurate documentation review for all cases.
Required Skills/Abilities:
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Passionate about helping senior adults in all settings and situations
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Comfortable communicating with clients using multiple methods (phone, email, etc.)
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Professional and engaging phone presence
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Ability to work with multi-disciplinary teams
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Excellent time-management and organizational skills
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Computer proficiency and knowledge of clerical functions
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Creative, as we have to constantly problem solve and change approaches
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Comfortable with change, as we are constantly improving our products and programs
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Willing to take the lead to develop and improve our care management program
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Must be 18 years of age or older
Education and Experience:
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Strong background in and real-world geriatric case management or coordination experience required
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Experience in one or more of the following areas highly preferred: Social Services, Care Coordination, Healthcare Navigation, Public Health, Community Organizing, Volunteer Work
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1 year of relevant experience in a customer service or similar role preferred
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High school diploma or equivalent preferred
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High Volume Call Center experience is a plus!
Physical Requirements:
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Ability to remain at your designated workstation for the duration of the workday
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Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
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The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
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The ability to observe details at close range (typically on a computer screen)
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This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.
The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.
The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.
As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.
The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.