Job Description
Division BCBS
Department Quitline
Job Title Health and Wellness Coach II—Blue Cross Blue Shield
Special Notes Part-time, remote position. Hours include: Monday/Thurday 3 p.m. to 7 p.m. Tuesdays/Wednesdays 8 a.m. to 12 p.m. No Fridays. 16 hours per week. Some in office time may be required for meetings, trainings, etc.
Long Description The Health and Wellness Coach II should be prepared to answer incoming calls and retrieve messages (i.e., voicemail) from participants enrolled in the BCBS-BTF program. The coach will be responsible for explaining program eligibility requirements, answer questions related to the program and offer enrollment in tobacco cessation coaching. Coach will be required to monitor and maintain a caseload of enrollees who opt-in to the coaching program. Additionally, the coach will need to maintain accurate documentation of coaching activities related to each enrollee within the IQH Quitline case management application. The coach is expected to stay abreast of the best practices in tobacco cessation treatment, and may assist in the development/implementation of efficient workflows for the BCBS-BTF program. The coach must be flexible in time scheduling, understanding that BCBS-BTF enrollees may request contact after 5:00pm. The coach will be expected to follow a schedule that is beneficial to program enrollees. During times of low call/referral volume, the coach will assist the state quitlines by completing outbound call attempts.
Short Description The Health and Wellness Coach II should be prepared to answer incoming calls and retrieve messages (i.e., voicemail) from participants enrolled in the BCBS-BTF program. The coach will be responsible for explaining program eligibility requirements, answer questions related to the program and offer enrollment in tobacco cessation coaching. Coach will be required to monitor and maintain a caseload of enrollees who opt-in to the coaching program. Additionally, the coach will need to maintain accurate documentation of coaching activities related to each enrollee within the IQH Quitline case management application. The coach is expected to stay abreast of the best practices in tobacco cessation treatment, and may assist in the development/implementation of efficient workflows for the BCBS-BTF program. The coach must be flexible in time scheduling, understanding that BCBS-BTF enrollees may request contact after 5:00pm. The coach will be expected to follow a schedule that is beneficial to program enrollees. During times of low call/referral volume, the coach will assist the state quitlines by completing outbound call attempts.
Education Master’s level in area related to behavioral health. LPC preferred.
Experience Degree coursework, internship hours, and practicum hours acceptable
Division Technical Competencies – basic writing skills; good verbal and listening skills; basic word processing skills; Must be able to type a minimum of 36 wpm (typing test will be administered); organizational and planning skills. Intellectual Competencies – basic coaching/interaction knowledge; knowledge of addiction treatment processes, familiar with cognitive/behavioral processes; confidentiality; critical thinking and problem solving skills; evaluation skills; creativity; knowledge regarding treatment delivery options.
Exceptions May not be a current smoker or tobacco user including electronic nicotine delivery systems.
Responsibilities A. Answer the incoming BCBS-BTF calls from those wishing to stop tobacco use. B. Attempt BCBS-BTF program participants and offer enrollment in telephone coaching program. C. Complete all database requirements with appropriate information D. Daily accounting of tickler files for appropriate continued coaching and follow up calls and documentation of those calls E. Provides appropriate information regarding BCBS-BTF enrollment process, re-enrollment process and provide troubleshooting for enrollee experiencing difficulty accessing full BCBS-BTF benefit. F. Follow policy and procedures for the Quitline processes. G. Actively participates in updating tobacco cessation information, as it becomes available. H. Manages voicemail messages left by BCBS-BTF enrollees I. Practices the best practice coaching methods for cessation services. Understands that coaching methods and overall productivity (i.e., calls handled) are monitored by Supervisor/Manager and noncompliance will result in discussion with the Supervisor/Manager for performance improvement. J. Participates in continuing educational training offered by appropriate sources to keep up with the most recent tobacco cessation information. K. Attends the Tobacco Treatment Specialists training and arranges to take the examination in order to become certified. Once certified, maintain certification by completing required continued education. L. Keeps updated on BCBS-BTF program eligibility requirements and changes workflows to accommodate updates. M. Participate in presentations, man exhibits when scheduled and be available for travel when necessary to complete these duties. N. Participate in ongoing pilot projects and special programs as assigned in the growth of the Tobacco Quitline.
Performance A. Complies with confidentiality policy and statutes. B. Fulfills responsibilities in a reliable, dependable manner. C. Recognizes own learning needs and shows motivation to meet them. Incorporates new knowledge into job tasks. D. Displays professional verbal skills. E. Performs specific tasks, projects and studies assigned by the Supervisor/Manager relative to the project growth and development. F. Demonstrates initiative and desire to achieve excellence. G. Accepts direction and constructive criticism. H. Understands evaluations are based on performance, techniques and adherence to policy and procedures for both IQH and the Quitline. I. Promotes a team spirit and enthusiasm for the project goals. J. Follows organizational structure for problems and grievances. K. Demonstrates conscientious cost containment practices. L. Performs other duties as assigned by Supervisor.
Attendance IV. Attendance: A. Attends and participates in continuing training as required B. Adheres to personnel policies C. Uses time effectively D. Provides adequate notice of changes in the schedule to allow for coverage adjustments E. Must be flexible in scheduling since schedules may be adjusted to make coaches most available during the highest volume call periods.
Accountable To Director, Tobacco Quitline
Essential Functions PHYSICAL REQUIREMENTS: Physical Demands: The physical demands described here are representative of those that must be met by an employee to be successful to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to talk or hear and use hands to finger, handle, or feel. The employee is frequently required to sit and reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The company will comply with all requirements of the American with Disabilities Act (ADA).