AFMC

Role Description Official Schedule after training: 9:00am - 5:30pm - Maintain knowledge of the Arkansas Medicaid program. - Provide effective and efficient customer service to Medicaid Members for Arkansas Medicaid Program or Premium assistance programs. - Respond to and resolve grievances and complaints; provide accurate and up-to-date information. - Assist Members with enrollment in a qualified health plan using the ACCESS Arkansas portal. - Assign or change PCPs at the request of Members. - Assist Members seeking dental care coordination services by providing dental benefit information, finding a dentist or dental specialist, scheduling dental appointments, and arranging transportation. - Assist eligible Medicaid Members in changing their assignment in managed care dental plans. - Serve as subject matter expert on assigned contract deliverables. - Document services rendered in the appropriate format and system as designated by AFMC. - Support the organization’s mission, vision, and values by exhibiting behaviors of Honesty, Excellence, Accountability, Respect, and Teamwork. Qualifications - Intermediate level computer skills (Excel, Word, PowerPoint, and Outlook). - Type 25 wpm. - Exceptional skills in business English and spelling. - Ability to maintain confidentiality. - Strong oral and written communication skills. - Creativity and customer service skills. - Ability to meet deadlines and pay attention to detail. - Flexibility and ability to work collaboratively and independently. - Initiative and ability to relate professionally with staff, business partners, customers, constituents, members, and the public. - Ability to multitask and prioritize. - Strong organizational and problem-solving skills. - Professionalism and project management skills. - Ability to read, interpret, and apply laws, rules, and regulations. - Knowledge of quality improvement processes and techniques. - Time management skills. - Ability to work overtime as needed. Requirements - Mobility, reaching, bending, lifting, grasping, ability to read and write. - Ability to communicate with personnel and remain calm under stress. - Ability to travel as needed. - Must be able to lift and transport 25 pounds. - Must be capable of performing the essential job functions of this job, with or without reasonable accommodations. Education - Required: High School Diploma. Experience - Bilingual English/Spanish. - Two (2) years’ experience within the healthcare arena, understanding of Medicaid guidelines, customer relations, and call center experience. - Desirable: Experience within the healthcare arena and understanding of the Medicaid Guidelines. Internet Requirements - Reliable, high-speed wireless internet service (Wi-Fi). - An upload speed of at least 5Mbps is required to support softphone functionality.

Role Description Responsible for assisting individuals calling in to the AFMC 988 Helpline. Staff will provide evidence-informed crisis intervention, suicide prevention, information and referral, and supportive intervention to clients who are in emotional distress and/or seeking information on available services. Specialists interact with individuals by phone, SMS text messaging, and/or live chat. They are responsible for making outbound calls as necessary to aid in effective follow-up. Specialist will collaborate with professional staff to meet deliverables, ensuring timely provision of services and appropriate follow-up. - Document accurately and efficiently client communications and provide reporting as required. - Support AFMC's mission, vision, and values by exhibiting behaviors of Honesty, Excellence, Accountability, Respect, and Teamwork. Qualifications - Must possess intermediate level computer skills (Excel, Word, Power Point, and Outlook). - Type 50 wpm. - Exceptional skills in business English and spelling. - Strong technical skills. - Ability to troubleshoot basic IT issues that may arise during text/chat sessions. - Ability to maintain confidentiality. - Knowledge of or willingness to learn about mental health issues, suicide risk factors, crisis intervention, and de-escalation. - Empathy, compassion, and non-judgmental attitude towards individuals experiencing mental health crisis. - Interpersonal skills and the ability to build rapport with individuals in distress. - Familiarity with community resources and mental health services. - Strong oral and written communication skills, including a clear and expressive speaking voice. - Ability to remain calm, patient, and empathetic while providing support to individuals in distress. - Ability to work effectively in a fast-paced and high-stress environment. - Creativity and customer service skills. - Ability to meet deadlines and attention to detail. - Flexibility and ability to work collaboratively and independently to achieve stated goals. - Initiative and ability to relate professionally and positively with staff, business partners, customers, constituents, beneficiaries, and the public. - Ability to multitask and prioritize. - Strong organizational and problem-solving skills. - Professionalism and project management skills. - Ability to read, interpret and apply laws, rules, and regulations. - Knowledge of quality improvement processes and techniques. - Time management skills. - Willingness to work flexible hours, including evenings, weekends, and holidays to ensure 24/7 coverage of the crisis center. - Ability to work overtime as needed. Requirements - Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress, and ability to travel as needed. - Must be able to lift and transport 25 pounds. - Must be capable of performing the essential job functions of this job, with or without reasonable accommodations. - High School Diploma. - Certification in crisis intervention or suicide prevention (desirable). - One (1) year experience in crisis or call center experience. - Thorough understanding of Behavioral and Mental Health, crisis intervention, or suicide prevention (preferred). - Reliable, high-speed wireless internet service (Wi-Fi) with an upload speed of at least 2Mbps required to support softphone functionality.