Essential Job Functions:

• Initiate and handle client calls to address concerns or provide support for accessing health services;
• Conduct a minimum number of engagement calls per day to a specific list of established clients, providing them with detailed information about the program's benefits and engaging clients accordingly;
• Utilize approved scripts to ensure clear understanding and comfort among clients, while also responding persuasively and professionally to any resistance encountered;
• Maintain a positive, professional, and energetic approach when interacting with internal and external customers/clients;
• Immediately report any client complaints or escalations to the Supervisor following established policies and procedures;
• Achieve daily, weekly, and monthly goals as set by the department, including targets for the number of outbound calls;
• Perform additional duties as assigned

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience: Appropriate candidate must possess a bachelor's degree in psychology, nursing, social work, or a related human or customer service field.  In lieu of a bachelor's degree, a candidate may have a minimum of 4 years of comparable work experience in a human service or customer service field.

Knowledge/Skills/and Abilities: 

• Ideal Team Player
• Exceptional customer service, active listening, verbal and written communication skills
• Persuasive with the ability to overcome resistance while treating all members with professional courtesy
• Must be compassionate and empathetic
• Ability to multi-task, set priorities, and manage time effectively
• Ability to use multiple computer systems at the same time, while making calls

Necessary Special Requirements: Possession of a valid Florida driver's license, acceptable driving record, and proof of personal automobile insurance if required to drive an SMA vehicle and/or use a personal vehicle for SMA business. Complete State of Florida mandatory background screening prior to start of employment.  Complete SMA required training during the first six (6) months of employment and updated if required.

Physical: Mobility and ability to bend and reach during an 8-12 hour day. Able to lift minimum 10 pounds. Visual and auditory acuity sufficient to evaluate, intervene, treat, and record client health care needs. Fine motor skills for legible and accurate charting, daily correspondence and presentation, either manually or orally. Work endurance ability to work 8-12 hour shifts with a meal break, as possible. Routine 8-12 hour shifts. Hours and days off may vary. Extra hours may be required. Work assignment locations may vary.

Application: This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. It should not be used to limit the nature and extent of assignments such individuals may be given.