Support Coordinator

This is a fully remote position, open to applicants in Connecticut, +2 more states.

📋 Description

• Support care and case managers with non-clinical tasks such as case and event creation.

• Conduct telephonic outreach to members, healthcare providers, and community organizations.

• Manage member mail communications.

• Fax clinical requests and Individual Health Care Plans on behalf of care and case managers.

• Perform outreach for newly enrolled members to discuss current and approved services, durable medical equipment (DME), and additional requests.

• Review intake documents for pre-approved services and escalate any discrepancies as necessary.

• Complete Welcome Onboarding and Consumer Directed Personal Assistant Assessments, identifying issues or risk factors that require clinical escalations.

• Initiate, finalize, update, and terminate authorizations in Trucare for pre-approved services and DMEs.

• Document calls related to benefit inquiries, appointments, assessments, service issues, and grievances.

• Record provider calls concerning authorizations, referrals, visits, tests, and faxed care plans.

• Educate members and providers on the requirements for the approval of service requests.

• Manage a substantial caseload and monitor member screening to enhance quality and cost outcomes.

• Communicate with inter- and intra-departmental teams to resolve onboarding issues.

• Perform other duties as assigned.

⛳️ Requirements

• High School diploma or GED equivalent.

• Experience in a customer service setting.

• Background in a fast-paced environment that involves managing multiple priorities simultaneously.

• Work experience necessitating effective verbal and written communication, showcasing strong grammar, spelling, and punctuation skills.

• Preferred: Associate Degree or Certification in a related field.

• Preferred: Familiarity with medical terminology.

• Preferred: Ability to manage a caseload exceeding 200 cases.

• Preferred: Proficiency in Trucare, Salesforce, HHAXchange, DocuSign Epaces, Sharepoint, and Monday.com.

• Preferred: Experience in managed care or another sector of the healthcare industry, specifically in a Call Center or Care/Case Management Department.

• Preferred: Proficiency with Microsoft Office Suite applications, including Excel, Word, Outlook, and MS Teams.

• Preferred: Proven ability to document calls in a computer system.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Incentive and recognition programs.

• Life insurance.

• 401k contributions.

• Competitive compensation and benefits package.