About Us

Position Summary

Essential Tasks

• Researches and connects clients with a provider and/or specialist within their health insurance plan.
• Provides clients with concierge services for health insurance programs such as Medi-Cal, Covered California, or private insurances.
• Provides coordination of care, which includes setting appointments for clients according to their needs as well as attending to clients’ requests for health insurances assistance.
• Identifies and shares, with client and/or family member(s), opportunities to maximize medical benefits and, when necessary, arranges follow-up appointments to ensure appropriate guidance to health services.
• Collaborates with health insurance companies and healthcare providers to verify information and understand all insurance and healthcare plan guidelines.
• Assists clients with questions and delivers extraordinary customer service.  Answers incoming telephone calls, makes out-bound calls and tracks all necessary paperwork.
• Maintain frequent contact with individuals to follow through with services and ongoing support.
• Conduct and evaluate phone screenings for service needs.
• Schedule and maintain intake appointment times.
• Track and obtain new client information to direct for appropriate services or linkages.
• Keep detailed and accurate records of visitor requests and of calls received.
• Presents the client and family members with exceptional quality of care and service experience with compassion, empathy, understanding, kindness and respect.
• Develops and maintains strong working relationships with external health organizations and contacts to ensure superior client satisfaction.
• Comply with policies and procedures of The Maple Counseling Center, including but not limited to those in the employee handbook and other instructional manuals.
• Participate in outreach events to promote the role and organization.
• Performs other duties as assigned and modified at manager’s discretion.

Desired Knowledge

• High level of emotional intelligence.
• Ability to demonstrate care and compassion.
• Ability to present data in a clear and concise manner to individuals and groups.
• Excellent problem-solving and analytical skills.
• Strong verbal, written, and interpersonal skills.
• Ability to build relationships with diverse populations and service providers.
• Impressive skills in conducting research and utilizing internet search tools.
• Professional, good work ethic, flexible, tactful and discreet, approachable, proactive, dependable, pleasant, positive attitude, sense of humor, decorous, and professional attire.
• Maintain confidentiality of privileged information.

Capabilities & Values 

• High achievement orientation; goal-oriented with a strong ownership mentality; willingness to roll up your sleeves and do whatever it takes to achieve goals.
• Agile & strategic thinker who is able to see the big picture as well as map out the details to achieve goals.
• Exceptional interpersonal skills/EQ with the ability to communicate openly, honestly and with humility across all groups; and collaborate to foster positive relationships across all stakeholders.
• Multi-tasker and ruthless prioritizer; you are happiest when you are working on many things at once yet are able to sort through the important from the unimportant.
• Creates a fun and exciting environment that inspires learning and innovation while embracing evaluation that leads to excellence and impact.
• Passion for social impact and driving positive changes.

Job Requirements

Physical Requirements

• Candidate must be able to lift up to 30 pounds.
• Ability to move within the office environment and ability to climb stairs.
• Ability to write by hand and use a keyboard to perform general office functions.
• Ability to communicate continuously by speech and hearing.
• Visual acuity (close, distant, peripheral vision, and the ability to adjust focus and view accurate color perception and objects at near distances) needed for detail work and computer use.
• Ability to sit for extended periods of time.