Care Coordinator II

Care Coordinator II

BC Forward is looking for Care Coordinator II (Remote - CST) in CST

Position Title: Care Coordinator II (Remote - CST)

Locations: Remote - CST
Anticipated Start Date: 04/28
Expected Duration: 3 Months
Job Type: Contract with possible extension
Shift: 8am-5pm CST with an hour lunch
Pay Rate $20/hr. on W2
Need: Min 2 yrs of experience as Managed Care with High Volume Calling.
Interview Process: 1- Phone Screen , 2 - Video Interview.


Job Description:
Position Purpose:
The Care Coordination Support Specialist plays a key role in supporting care management activities to ensure the effective delivery of healthcare services and continuity of care for members. This position involves direct member outreach-via phone or home visits-to facilitate service delivery, promote member satisfaction, and support the care team in implementing care and service plans.
MHS Wisconsin - Join Our Family Team!
We believe in teamwork, making a difference-and having fun while we do it.
Position Overview:
As part of our dynamic and supportive Family Team environment, you'll engage directly with members to complete Health Needs Assessments (HNAs). This role involves both making outbound calls and receiving inbound calls from members, helping to ensure their healthcare needs are identified and addressed.
Key Responsibilities:

• Conduct Health Needs Assessments with members via outbound and inbound calls.
  
• Build rapport and provide a positive experience while collecting important health information.
  
• Meet performance goals in alignment with our State Contract metric of a 35% screening rate.
  
• Maintain accurate documentation and follow-up as needed.
  

What We're Looking For:

• High energy and a positive, can-do attitude.
  
• Previous call center experience preferred.
  
• Self-starter who thrives in a fast-paced environment.
  
• Strong multitasking, reliability, and communication skills.
  

Typical Day in the Role
Schedule:

• Monday to Friday, 8:00 AM - 5:00 PM CST
  
• Includes a one-hour lunch
  
• Occasional overtime may be required based on business needs
  

Daily Rhythm & Tasks:

• Make 35-40 outbound calls per day to complete Health Needs Assessments (HNAs)
  
• Take inbound calls from members to assist with completing HNAs
  
• Accurately document call interactions and outcomes
  
• Coordinate follow-up steps based on the member's health needs
  
• Perform administrative tasks such as updating records, sending follow-up communications, and managing schedules
  

Audits & Productivity Expectations:

• Monthly call audits to assess quality and adherence to protocols
  
• Monthly audits of completed HNAs to ensure accuracy and compliance
  
• Maintain a minimum audit score of 90% or higher on both call and HNA evaluations
  

Team Interaction:

• Regular interaction with peers, supervisors, and care team members
  
• Participation in team huddles, performance check-ins, and coaching sessions
  

Work Environment:

• Remote or office-based depending on location
  
• Supportive, collaborative, and engaging atmosphere with a strong emphasis on team culture and employee development
  

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Compelling Story & Candidate Value Proposition
Why This Role is Exciting:

• Play a meaningful role in supporting member health and well-being
  
• Develop skills in care coordination, customer service, and healthcare systems
  
• Gain valuable experience in managed care within a mission-driven organization
  

Team Culture:

• Focused on engagement, development, and long-term growth
  
• Career pathways: roles have been created for high performers to advance within the team
  
• Family-style environment where teamwork and fun are core values
  

Competitive Advantage:

• Strong focus on employee satisfaction and support
  
• Stable, values-based organization with growth opportunities
  
• Experience gained is highly transferable to other healthcare roles
  

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Candidate Requirements
Education:

• Required: High School Diploma or equivalent
  
• Preferred: Bachelor's degree (not required)
  

Licensure:

• None required
  

Experience:

• Must-Haves:
  
  • Phone-based customer service experience
    
  • General computer proficiency including Microsoft Excel, Word, and Outlook
    
  • 2-3 years of experience in managed care or a physician's office setting
    
• Nice-to-Haves:
  
  • Experience working directly with healthcare providers or patients
    
  • Scheduling experience in a healthcare setting
    

Disqualifiers:

• No prior call center or customer service experience
  
• Limited experience in provider or medical office environments
  

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Performance Expectations
Key Metrics:

• Outbound Call Volume: 35-40 calls/day
  
• Call Audit Score: Minimum of 90%
  
• HNA Audit Score: Minimum of 90%
  

Top 3 Must-Have Skills (Stack-Ranked):

Phone-based Customer Service Experience - Strong communication and engagement skills are essential

General Computer Skills - Proficiency in MS Office (Excel, Word, Outlook)

Managed Care or Physician Office Experience - 2-3 years preferred to understand healthcare workflows

Key Responsibilities:

• Conducts outreach to members via telephone or home visits to engage them in their care and discuss service plans, next steps, available resources, and address any questions or concerns.
  
• Coordinates care activities based on individualized care/service plans in collaboration with healthcare providers, community partners, and members/caregivers, making adjustments as needed.
  
• Acts as a point of contact for member and provider inquiries or concerns related to care and service plans.
  
• Communicates regularly with care managers, healthcare practitioners, and other stakeholders to ensure continuity and quality of care.
  
• May assist with conducting service assessments and screenings to identify members' needs and document care requirements.
  
• Maintains accurate and timely member records in compliance with state, regulatory, and organizational standards; ensures appropriate distribution to providers when necessary.
  
• Adheres to policies, procedures, and regulatory requirements, maintaining high standards of care and service delivery.
  
• Identifies member needs and makes appropriate referrals to Care Managers, Disease Management programs, and community-based organizations.
  
• Educates members on health plan benefits and available resources.
  
• Performs other related duties as assigned.
  
• Ensures full compliance with all organizational policies and quality standards.
  

Education and Experience Requirements:

• High School diploma or GED required.
  
• 1-2 years of relevant experience in healthcare, case management support, or a related field preferred.
  

Benefits
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

Interested candidates please send resume in Word format Please reference job code 237912 when responding to this ad.

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