Care Management Support Coordinator II

Care Management Support Coordinator II

BC Forward is looking for Care Management Support Coordinator II- Remote AZ

Position Title: Care Management Support Coordinator II

Locations: Remote - AZ

Anticipated Start Date: 5/12/2025

Expected Duration: 6 Months

Job Type: Contract with possible extension

Shift: 8:30-5:00 (MST)

Pay Rate $24.75/hr. on W2

Need: Need min 2yrs of Healthcare Exp and Referral knowledge or experience, providing referrals exp is required . Bilingual Spanish (Preferred)

Position Purpose:

The Care Management Support Coordinator II is responsible for supporting administrative care management activities, which include performing outreach to members, answering inbound calls, and scheduling services. This role serves as a point of contact for members, providers, and staff to resolve issues and documents member records in accordance with state and regulatory guidelines. The position requires effective communication and attention to detail to ensure that all members receive high-quality customer service while maintaining compliance with all relevant standards.

Education/Experience Requirements:

• High school diploma or GED required.
• 1-2 years of related experience required.
• Experience in customer service, healthcare, or community assistance is preferred.

Key Responsibilities:

• Member Outreach: Conduct outreach to members via phone to assist with care plan next steps, provide resources, answer questions, and schedule services.
• Resource Connection: Help members connect to health plan and community resources, including addressing Social Determinants of Health (SDOH).
• Member and Provider Support: Serve as the front-line support for member and provider inquiries related to care plan procedures, protocols, and any issues they may encounter.
• Administrative Support: Support member onboarding activities and manage administrative duties such as sending welcome letters, correspondence, and educational materials.
• Documentation: Maintain non-clinical member records and ensure that they comply with state and regulatory requirements. Provide these records to providers as needed.
• Referral Services: Knowledge of community services and resources, providing referrals when necessary, especially to address social and healthcare needs.
• Compliance: Ensure all actions comply with policies and state regulatory guidelines.

Key Performance Indicators (KPIs):

• Inbound AHT: Less than 14 minutes.
• Outbound AHT: Less than 8 minutes.
• Quality: Maintain a quality score of 90% or higher.
• Service Level Agreement (SLA): Achieve 80% of calls answered in 30 seconds or less (team goal).
• Wrap-up Time: Minimize wrap-up time to ensure it does not negatively impact overall AHT.

Required Skills & Experience:

• Customer Service: Strong customer service experience, ideally within Medicare/Medicaid services or a similar healthcare setting.
• Bi-Lingual: Spanish-speaking candidates are preferred.
• Referral Knowledge: Ability to provide accurate referrals based on individual needs, particularly for Medicare/Medicaid recipients.
• Community Assistance Programs: Familiarity with resources related to clothing, food, family services, health services, and financial assistance.
• Software Proficiency: Experience using Microsoft Office Suite, Citrix, Teams, and Excel. Ability to multitask in a fast-paced environment.

Education:

• High school diploma or equivalent required.

Preferred Experience:

• 2-3 years in a managed care setting, medical office, or call center.
• Knowledge of medical terminology, especially within Medicare/Medicaid.
• Experience in community service or social service work.

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.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 237219 when responding to this ad.

---