Support Coordinator

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

📋 Description

• Support care/case managers with non-clinical tasks such as the creation of cases and events.

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

• Manage member mailings.

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

• Perform outreach for newly enrolled members to review currently approved services, DME, and other requests.

• Examine 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 need clinical escalation.

• Initiate and complete authorizations in Trucare for preapproved services and DMEs; update and discontinue authorizations as appropriate.

• Accurately document calls from and to members regarding benefit inquiries, appointments, assessments, service-related issues, and grievances.

• Accurately document calls from and to providers concerning authorizations, referrals, visits, tests, and faxed care plans.

• Educate members and providers about the requirements for service request approvals.

• Oversee a substantial caseload while addressing member issues or needs and monitoring member screening to enhance quality and cost outcomes.

• Coordinate with inter/intra-departments to resolve onboarding issues.

• Perform additional duties as assigned.

⛳️ Requirements

• High School diploma or GED equivalent.

• Experience in a customer service setting.

• Proven ability to work in a fast-paced environment that necessitates managing multiple priorities simultaneously.

• Work experience that involves effective verbal and written communication while showcasing good grammar, spelling, and punctuation.

• Familiarity with medical terminology.

• Capacity to manage a caseload of over 200 cases.

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

• Background in managed care or another sector of the healthcare industry, preferably in a Call Center or Care/Case Management Department.

• Proficiency in Microsoft Office Suite applications, including Excel, Word, Outlook, and MS Teams.

• Demonstrated capability to record calls in a computer system.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Incentive and recognition programs.

• Life insurance.

• 401k contributions.

• Competitive compensation and benefits package.