Care Management Support Coordinator II - J01003

BC Forward is looking for Care Management Support Coordinator (Remote)

Job Title: Care Management Support Coordinator II

Location: Remote - Arizona or Texas preferred
Shift: Monday-Friday, 11:30 AM-8:00 PM EST / 8:30 AM-5:00 PM MST
Pay Rate: $24.75/hr
Assignment Type: (6 months) - Potential to extend

Position Purpose:

The Care Management Support Coordinator II plays a critical role in supporting administrative care management operations. This individual will engage with members, providers, and internal teams to provide non-clinical support, outreach, and coordination services. The role involves handling inbound and outbound calls, scheduling services, providing resource referrals, and maintaining documentation-all in accordance with regulatory and internal guidelines. This is a remote, member-facing call center role, with a strong emphasis on social services referrals and Medicare/Medicaid support.

Key Responsibilities:

• Provide telephonic outreach and support to members related to care plans, community resources, and scheduling needs.
• Handle inbound calls from members and providers, offering guidance on health plan benefits, care coordination, and issue resolution.
• Assist members in navigating community resources such as housing, food, financial assistance, transportation, and medical services.
• Maintain accurate and compliant documentation in member records and internal systems.
• Support member onboarding efforts including welcome calls, mailings, and education materials.
• Serve as a resource for internal teams and contribute to resolving escalated inquiries.
• Identify and refer members to appropriate services addressing Social Determinants of Health (SDOH).
• Comply with all regulatory and company standards, policies, and procedures.
• Meet and maintain performance metrics including Call Handle Time (AHT), Quality Assurance, and Service Level Agreement targets.

Performance Expectations & Metrics:

• Inbound AHT: <14 minutes
• Outbound AHT: <8 minutes
• Quality Score: >90%
• Service Level Agreement (SLA): 80% of calls answered in 30 seconds or less (team goal)
• Efficient wrap-up time to optimize average handling time
• Monthly goals set and adjusted by leadership

Required Qualifications:

• High School diploma or GED
• 1-2 years of experience in a healthcare setting, call center, or related administrative role
• Strong customer service and communication skills
• Bilingual (Spanish) - Required
• Experience in social services or community-based support
• Proficient in Microsoft Office (Outlook, Excel, Teams); familiarity with Citrix systems
• Ability to multi-task, navigate multiple systems, and remain organized in a high-volume environment

Preferred Qualifications:

• Experience in Medicare/Medicaid or managed care organizations
• Knowledge of medical terminology and healthcare documentation
• Proven experience in providing referrals and resource navigation
• Strong call center or customer service background with reliable employment history

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 240526 when responding to this ad.