[Hiring] Support Coordinator @HealthFirst

Role Description

The Support Coordinator is responsible for assisting the care/case managers with non-clinical activities such as:

• Creating cases and events
• Managing authorizations
• Providing telephonic outreach to members, providers, and community-based organizations
• Handling member mailings
• Faxing clinical requests and Individual Health Care Plans on behalf of the care/case managers

The Support Coordinator is assigned to a specific clinical team (such as Care Management, Utilization Management, Behavioral Health, etc.) and may have additional departmental responsibilities.

Duties and Responsibilities:

• Provides excellent quality customer service to our members and/or providers relating to authorization updates, questions/issues such as coordinating care, DME outreach, scheduling appointments, and screen assessments to identify risk factors which need closer intervention.
• Handles calls to and from providers regarding authorizations, referrals, visits, tests, and faxed care plans.
• Manages requests from members, providers, call centers, and care management teams regarding initial authorizations, authorization updates, and/or corrections.
• Completes member and provider notification calls.
• Escalates calls to appropriate departments which may include but is not limited to inbound/outbound calls on behalf of Care Managers.
• Manages a large volume of tasks and caseloads from multiple queues.
• Meets/Exceeds all performance, quality, and productivity measures.
• Builds sustainable relationships of trust through open and interactive communication with internal and external customers.
• Documents accurate member information in compliance with our internal procedures.
• Follows established policies and procedures to ensure member and provider issues are addressed timely and accurately.
• Timely communicates member issues or needs and monitors screening of members effectively to improve quality and cost outcomes.
• Complies with HIPAA requirements and maintains Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information, and adheres to local, state, federal and Healthfirst specific compliance and regulatory guidelines.
• Additional duties as assigned.

Qualifications

• High School diploma or GED from an accredited institution
• Prior experience in a customer service environment
• Working experience in a fast-paced environment
• Proficient in Microsoft Office Suite applications including Excel, Word, and Outlook

Requirements

• Language preferences - Spanish, Russian, French, Creole, Mandarin, Cantonese.
• Knowledge of medical terminology
• Experience in managed care or other area of the healthcare industry working in a Call Center environment or Care/Case Management Department
• Experience navigating multiple technologies including a Customer Relationship Management System (i.e., locate information, route future actions, notate resolutions, update member information, etc.)
• Proven track record of exercising independent thinking, problem solving and achieving goals
• Excellent verbal and written communication and the ability to document grammatically correct emails, communications, and presentations

Benefits

• Medical, dental, and vision coverage
• Incentive and recognition programs
• Life insurance
• 401k contributions (all benefits are subject to eligibility requirements)

Company Description

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected] or calling 212-519-1798.

Healthfirst will never ask you for money during the recruitment or onboarding process.