[Hiring] Business Operations - Care Management Support Coordinator II @Mindlance

Role Description

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.

• Provides 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.

Qualifications

• Requires a High School diploma or GED.
• Requires 1 – 2 years of related experience.

Requirements

• Call center experience.
• Computer knowledge such as Outlook, Excel.
• Bilingual would be a preference but not a requirement.
• Good customer service skills.
• High call volume experience.
• Customer service experience.
• Computer literate, good typing skills (Microsoft Office, Excel, Outlook experience required).

Benefits

• May be required to attend a morning training by the IT team to set up equipment.
• Once activated in the system, connect with Supervisor and Team Lead.
• Provide an overview of what the team does. Go over rules/expectations.
• Centene University training modules to complete compliance items.
• Training is in-house (completed by Scheduling Leadership and mentor schedulers).
• Assigned lunch time and break times given.

Company Description

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