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Health & Wellness Engagement Asst

Detroit, MI, United States

Ref#: 1000035546

Date published: 12-Jul-2018

Genpact is currently seeking a Health & Wellness Engagement Asst


• Our Health and Wellness Engagement Assistants will have the opportunity to help members get the right care at the right time and no problem is too big or too small.

• The Engagement Assistant helps our members with any issues related to their health or health benefits and enrolls prospective participants in appropriate programs.

• The ideal candidate will be a trusted go-to health resource for Health and Wellness programs.

Principle Duties and Responsibilities:

Answer inbound and place outbound calls regarding the following topics:

• Act as client’s first trusted source for coordinating activities and resources that enable members to get the right care at the right time

• Collaborate with team members to deliver best possible service experience

• Assist with coordination of services with providers

• Engage prospective participants in a discussion around program benefits and enrollment

• Schedules Initial Appointments, as appropriate

• Handles member’s questions regarding group wellness solutions and requirements.

• Assist members with incentive reward questions

• Support members with pedometer inquiries (technical, ordering, replacement)

• Provide navigation/support for member portal interaction

• Process referrals to appropriate programs from providers, members, consultants

• Conducts Member Satisfaction Surveys once member successfully completes program

• Research and document member contact information to facilitate outbound calls to members

• Responding to written email inquiries regarding wellness programs

• Responding to written email inquiries regarding incentive management activities and contract compliance impact

• Facilitate claim payment for related program benefits

• Other responsibilities include processing member Qualification Form, validating wellness form disposition, opening/sorting mail, updating member record

• Create and/or prepare all reports/spreadsheets as assigned

• Participates in the development of Policies and Procedures under direction of supervisor

• Assist in the training of new Engagement Specialists in assigned area

• Assist in the other projects and duties as assigned



• Medical Assistant Managed Care/clinical experience preferred

Desired Personal Characteristics:

• Ability to engage others by being a good listener

• Possess excellent communication skills

• Possess superior ingenuity, judgment and problem solving skills

• Strong ability to engage teammates to solve issues for clients

• Organized, dependable and meticulous

• Flexible with a high tolerance of ambiguity

• Must be computer literate at an intermediate or advanced level

• The ability for self-reflection and the capacity to accept and utilize feedback is essential

• Bilingual-preferred, but not required

• Focused, driven to collaborate with team members to achieve an excellent service and member experience


• Bachelor Degree in related field (required)

• 3-5 years of work experience in customer service/sales (required)

• 2-3 years of work experience in inbound/outbound call center (preferred)

• Motivational training experience (preferred)

• Working knowledge of medical terminology

phone: 1.888.822.5984 • fax: 248.833.8010 • send general inquiries to: