Mindlance
BusinessOperations - Care Management Support Coordinator II
Mindlance, St Louis, Missouri, United States
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 experience
License/Certification:
For Florida-Sunshine Health Plan - All interactions with members are done telephonically
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
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
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Story Behind the Need What is the purpose of this team? Describe the surrounding team (team culture, work environment, etc.) & key projects. Do you have any additional upcoming hiring needs, or is this request part of a larger hiring initiative? Position Purpose: Supports administrative care management activities including performing outreach, 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. dditional staff needed due to business fluctuation
HIGH VOLUME Outbound calls to members, providers, and staff 60-120 calls a day - heads down and on phones for 8 hours a day Typical Day in the Role
Walk me through the day-to-day responsibilities and a description of the project (Outside of the Workday JD). What are performance expectations/metrics? What makes this role unique? Call Center making outbound calls supporting Care management Team Fast Paced Call Center -making outbound calls to existing members. Calling existing members and discussing member's care/ medical reasons for members to sign up for the program. Enrolling members into Care Management program Production/Sales based role- They will be monitored on the number of members they sign up for program, call volume and caseload Making a minimum of 60 calls per day in a fast-paced environment Data Entry into True Care Ability to navigate multiple systems . Excel exp required for basic reporting . Healthcare experience required! Call Center Experience Required Sales experience highly preferred ability to make sale pitch to existing members Role may change at some point-must be open to change and flexible on types of calls they are making (depends on need of business) they will remain on the phones but the types of calls they handle can vary. Candidate Requirements
Education/Certification
Required: High School Diploma or equivalent Preferred:
Licensure
Required: N Preferred: Years of experience required: At least 2 years prior Healthcare experience. 1-2 years experience in fast paced call center environment around 100 calls a day ***needs longevity in OUTBOUND call center experience
Ability to navigate multiple systems . Excel exp required for basic reporting . Healthcare experience required! Call Center Experience Required Production/Sales experience
Disqualifiers: No call center experience, job hopping (please state if contract), state the why on gaps of employment, limited experience listed above.
dditional qualities to look for: Bilingual in Spanish a plus
Top 3 must-have hard skills stack-ranked by importance 1 Experience working in a high call environment with customer services knowledge 2 Sales related conversational interviewing 3 Excel and MS office a must; ability to navigate multiple systems while engaging in conversation and taking notes at the same time; MULTITASKING SKILLS
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
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
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
-------
Story Behind the Need What is the purpose of this team? Describe the surrounding team (team culture, work environment, etc.) & key projects. Do you have any additional upcoming hiring needs, or is this request part of a larger hiring initiative? Position Purpose: Supports administrative care management activities including performing outreach, 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. dditional staff needed due to business fluctuation
HIGH VOLUME Outbound calls to members, providers, and staff 60-120 calls a day - heads down and on phones for 8 hours a day Typical Day in the Role
Walk me through the day-to-day responsibilities and a description of the project (Outside of the Workday JD). What are performance expectations/metrics? What makes this role unique? Call Center making outbound calls supporting Care management Team Fast Paced Call Center -making outbound calls to existing members. Calling existing members and discussing member's care/ medical reasons for members to sign up for the program. Enrolling members into Care Management program Production/Sales based role- They will be monitored on the number of members they sign up for program, call volume and caseload Making a minimum of 60 calls per day in a fast-paced environment Data Entry into True Care Ability to navigate multiple systems . Excel exp required for basic reporting . Healthcare experience required! Call Center Experience Required Sales experience highly preferred ability to make sale pitch to existing members Role may change at some point-must be open to change and flexible on types of calls they are making (depends on need of business) they will remain on the phones but the types of calls they handle can vary. Candidate Requirements
Education/Certification
Required: High School Diploma or equivalent Preferred:
Licensure
Required: N Preferred: Years of experience required: At least 2 years prior Healthcare experience. 1-2 years experience in fast paced call center environment around 100 calls a day ***needs longevity in OUTBOUND call center experience
Ability to navigate multiple systems . Excel exp required for basic reporting . Healthcare experience required! Call Center Experience Required Production/Sales experience
Disqualifiers: No call center experience, job hopping (please state if contract), state the why on gaps of employment, limited experience listed above.
dditional qualities to look for: Bilingual in Spanish a plus
Top 3 must-have hard skills stack-ranked by importance 1 Experience working in a high call environment with customer services knowledge 2 Sales related conversational interviewing 3 Excel and MS office a must; ability to navigate multiple systems while engaging in conversation and taking notes at the same time; MULTITASKING SKILLS