Job Description

Today, SCA Health has grown to 11,000 teammates who care for 1 million patients each year and support physician specialists holistically in many aspects of patient care. Together, our teammates create value in specialty care by aligning physicians, health plans and health systems around a common goal: delivering on the quadruple aim of high-quality outcomes and a better experience for patients and providers, all at a lower total cost of care.

As part of Optum, we participate in an integrated care delivery system that enables us to support our partners as they navigate a complex healthcare environment, Only SCA Health has a dynamic group of physician-driven, specialty care businesses that allows us to customize solutions, no matter the need or challenge:

• We connect patients to physicians in new and differentiated ways as part of Optum and with our new Specialty Management Solutions business.
• We have pioneered a physician-led, multi-site model of practice solutions that restores physician agency by aligning incentives to support growth and transition to value-based care.
• We lead the industry in value-based payment solutions through our Global 1 bundled payment convener, that provides easy predictable billing to patients.
• We help physicians address everything beyond surgical procedures, including anesthesia and ancillary service lines.

At SCA Health, we offer a comprehensive benefits package to support your health, well-being, and financial future. Our offerings include medical, dental, and vision coverage, 401k plan with company match, paid time off, life and disability insurance, and more. Click here to learn more about our benefits.

The new SCA Health represents who we are today and where we are going—and the growing career opportunities for YOU.

As a Senior Care Advocate you will be the face of Specialist Management Solutions (SMS) to our customers. This is a Medical Concierge (White Glove) service where you’ll deliver a personized, empathetic consumer experience as they navigate the complexity of the healthcare system. This will include answering questions and resolving issues in collaboration with teams across the company, healthcare providers, and insurance companies. You will be primarily engaging with our customers telephonically, but you will develop strong relationships with them as they complete their healthcare journey.

The role involves conducting outbound cold calls to inform members about their SMS benefits , educate them on the advantages of utilizing Ambulatory Surgery Centers (ASCs), and encourage members to schedule appointments, fostering a deeper understanding of SMS services and proactive healthcare engagement.

A successful Sr. Care Advocate will effectively communicate the value of SMS benefits, clearly explain the advantages of utilizing Ambulatory Surgery Centers (ASCs), and proactively encourage members to schedule appointments. They will demonstrate strong interpersonal skills, maintain a member-focused approach, and consistently meet outreach and engagement goals.

** The work schedule will be Monday - Friday from 11:30am - 8pm EST / 10:30am - 7pm CST **

Responsibilities

• Predominate amount of work surrounding calling members (Cold Outbound calls) to inform them of their benefits and act as a care guide on behalf of the customer helping them receive treatment from a network of high-quality surgeons
• On occasion, will receive inbound calls from members to educate them on their benefits and provide guidance with appointment scheduling
• Assist in the coordination of care across a variety of settings, while maintaining strict confidentiality and the highest level of professionalism
• Update all systems accordingly to document member engagement
• Listen to member’s comments, concerns, and suggestions, relaying that information internally, while ensuring member satisfaction
• Collaborate with other departments and partnering companies as necessary
• Work with health insurance counterparts to answer customer questions related to benefits, claims, and billing
• Analyze a variety of problems and provide information/solutions
• Work within a team to achieve performance targets
• Other responsibilities as assigned

• High school diploma or higher education
• At least 3+ years of customer service / Sales experience
• Must be comfortable making outbound cold calls to schedule medical appointments
• Customer-centric focus with excellent communications skills
• Express empathy with customers & compassion for their challenges
• Passion for healthcare improvement
• Ability to work independently and in small team
• Agility- Ability to change direction quickly
• Time management / task management
• Knowledge of care coordination and case management concepts is preferred.
• Bilingual language skills preferred (English-Spanish or other)

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