BusinessOperations - Care Management Support Coordinator II - Mindlance : Job Details

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 EEO: Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans. 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. 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 Education/Experience: Requires a High School diploma or GED Requires 1 - 2 years of related experience License/Certification: For Florida-Sunshine Health Plan - All interactions with members are done telephonically. 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 ny additional upcoming hiring needs? Complete outbound calls to member and providers to inform the providers offices they need to sign a form - they will work to then contact the member to ensure the form is signed. Full production will be 25 calls per day During training (3-month process) they will gradually increase through their training Answering emails and communications Must be on camera for 1:1s or meetings Typical Day in the Role Daily schedule & OT expectations Typical task breakdown and rhythm Interaction level with team Work environment description Monday - Friday 8 am - 5 pm (no flexibility) Training will take place for the first (3) months - during that time they will gradually gain more cases. (1st month (15 cases/calls) 2nd month (20 cases/calls) by the third month they should be able to complete (25 cases/ calls per day) Team chat with management and they are able to reach out for assistance Fast pace work environment, detail oriented 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 They meet monthly for coaching Teachable Company culture Communicate very well Meetings with supervisors, managers, & directors When they convert of course the benefits that come with that Working from home flexibility Candidate Requirements Education/Certification Required: High School diploma, GED Preferred: Licensure Required: n/ Preferred: Years of experience required Disqualifiers Best vs. average Performance indicators Must have: Customer service Working with providers Working within a medical office setting Experience with working within Microsoft Office Platforms (Outlook, Teams, Word, etc.) Nice to have: Bilingual (Spanish) Remote Disqualifiers: job longevity - please ensure it is indicated why they have any short work experience Performance indicators: Top 3 must-have hard skills Level of experience with each Stack-ranked by importance Candidate Review & Selection 1 Call Center Experience Outbound Calls (Comfortable being on the phone) 2 Knowledgeable Programs (Microsoft Apps: Word, Excel, & Outlook) 3 Type at least 40-50 WPM (by touch) Candidate Review & Selection Shortlisting process Second touchpoint for feedback Interview Information Onboard Process and Expectations Projected HM Candidate Review Date: 24-48 hours post shortlisting Number and Type of Interviews: 1 Extra Interview Prep for Candidate: Have resume handy, dress accordingly Required Testing or Assessment (by Vendor): N/A Manager Communication Preferences & Next Steps Background Check Requirements (List DFPS or other specialty checks here) N/A Do you have any upcoming PTO? Javi will be OOO the entire next week 8/8-15 Colleagues to cc/delegate Rosanna Perez