BusinessOperations – Care Management Support Coordinator II Care Management Support Coordinator II Position Available In [Unknown county], Florida

BusinessOperations – Care Management Support Coordinator II Care Management Support Coordinator II#25-58887
Various, FL
All On-site Job Description

Job Description:

Position Purpose:

Supports administrative care management activities including performing outreach, answering inbound calls, and scheduling services. Serves as a point of contact to members, providers, and staff to resolve issues and documents member records in accordance with current state and regulatory guidelines.

Education/Experience:

Requires a High School diploma or GED
Requires 1 – 2 years of related experienceProvides outreach to members via phone to support with care plan next steps, community or health plan resources, questions or concerns related to scheduling and ongoing education for both the member and provider throughout care/service Provides support to members to connect them to other health plan and community resources to ensure they are receiving high-quality customer care/service May apply working knowledge of assigned health plan(s) activities and resources Serves as the front-line support on various member and/or provider inquiries, requests, or concerns which may include explaining care plan procedures, and protocols Supports member onboarding and day-to-day administrative duties including sending out welcome letters, related correspondence, and program educational materials to assist in the facilitation of a successful member/provider relationship Documents and maintains non-clinical member records to ensure standards of practice and policies are in accordance with state and regulatory requirements and provide to providers as needed Knowledge of existing benefits and resources locally and make referrals to address Social Determinants of Health (SDOH) needs
Performs other duties as assigned Complies with all policies and standards
Comments for

Vendors:

Candidates must be bi-lingual.

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.” ========
Centene Job Description

Position Purpose:

Supports administrative care management activities including performing outreach, answering inbound calls, and scheduling services. Serves as a point of contact to members, providers, and staff to resolve issues and documents member records in accordance with current state and regulatory guidelines.

Education/Experience:

Requires a High School diploma or GED
Requires 1 – 2 years of related experienceProvides outreach to members via phone to support with care plan next steps, community or health plan resources, questions or concerns related to scheduling and ongoing education for both the member and provider throughout care/service Provides support to members to connect them to other health plan and community resources to ensure they are receiving high-quality customer care/service May apply working knowledge of assigned health plan(s) activities and resources Serves as the front-line support on various member and/or provider inquiries, requests, or concerns which may include explaining care plan procedures, and protocols Supports member onboarding and day-to-day administrative duties including sending out welcome letters, related correspondence, and program educational materials to assist in the facilitation of a successful member/provider relationship Documents and maintains non-clinical member records to ensure standards of practice and policies are in accordance with state and regulatory requirements and provide to providers as needed Knowledge of existing benefits and resources locally and make referrals to address Social Determinants of Health (SDOH) needs
Performs other duties as assigned Complies with all policies and standards Story Behind the Need – Business Group & Key Projects Health plan or business unit
Team culture
Surrounding team & key projects
Purpose of this team
Reason for the request
Motivators for this need
Any additional upcoming hiring needs? Backfilling for FTE Typical Day in the Role Daily schedule & OT expectations
Typical task breakdown and rhythm
Interaction level with team
Work environment description Compelling Story & Candidate Value Proposition What makes this role interesting?
Points about team culture
Competitive market comparison
Unique selling points
Value added or experience gained • Operates as part of a cross-functional call center team which connects individuals to social service organizations. Program coordinators (PCs) perform a variety of roles such as: handling inbound/outbound phone calls, research and populate meaningful data into the team database, and performing organization audits to ensure the database is up to date.

Candidate Education:

Required High School diploma or GED.

Candidate Experience:

Preferred 6 months of experience in Customer service, call center environment, social services organization
• Inbound team
Candidate Requirements
Education/Certification

Required:

High School diploma

Preferred:

Licensure Preferred:

Years of experience required
Disqualifiers
Best vs. average
Performance indicators Must haves:
Experience in call center setting and being accountable to meeting call center metrics.
2+ years role in healthcare industry (i.e. medical office, medical assistant, medical customer assistance. etc.).
Fluent in speaking and reading Spanish.

Nice to haves:

Due to the nature of our work, it is important for the candidate to be tech savvy and able to quickly move between computer systems.

Disqualifiers:

Performance indicators: Inbound Average Handle Time, Service Level Agreement (SLA), Abandoned Call Rate, Quality Best vs.

average:

Top 3 must-have hard skills
Level of experience with each
Stack-ranked by importance
Candidate Review & Selection 1 2 3 Candidate Review & Selection Shortlisting process
Second touchpoint for feedback
Interview Information

Onboard Process and Expectations Projected HM Candidate Review Date:

Number and Type of Interviews:

Extra Interview Prep for

Candidate:

Required Testing or Assessment (by Vendor): Manager Communication Preferences & Steps Background Check Requirements (List DFPS or other specialty checks here) Do you have any upcoming PTO? Colleagues to cc/delegate