Care Management Support Coordinator II

BCforward is currently seeking a highly motivated Care Management Support Coordinator II Job for an opportunity in Remote Arizona.

Job Title: Care Management Support Coordinator II
Location: Remote AZ
Expected Duration: 6+ months of contract
Pay Range: [$22.00] - [$24.00]
Estimated Start Date :3/24/2025

The Care Management Support Coordinator II will assist in administrative care management activities, including outreach, inbound call handling, and scheduling services. The role serves as a liaison to members, providers, and staff to resolve issues while documenting member records in accordance with state and regulatory guidelines.

Key Responsibilities:

• Perform member outreach via phone to guide them through care plan next steps, provide community or health plan resources, address concerns, and offer ongoing education for both members and providers.
• Connect members to health plan and community resources to ensure they receive high-quality service.
• Serve as front-line support for member and provider inquiries, including explaining care plan procedures and protocols.
• Support member onboarding by sending welcome letters, educational materials, and facilitating the overall member/provider relationship.
• Document and maintain non-clinical member records in accordance with state and regulatory requirements.
• Knowledgeably make referrals to address Social Determinants of Health (SDOH) needs, ensuring that members have access to appropriate resources.
• Perform additional duties as assigned and comply with all policies and standards.

Education & Experience:

• High School diploma or equivalent (GED).
• 1-2 years of relevant experience.
• Experience in customer service or social service roles is preferred.
• Knowledge of community assistance programs and resources is a plus.
• Familiarity with Medicare/Medicaid services is a strong advantage.

Required Skills:

• Strong customer service skills, especially in a call center environment.
• Ability to multitask and manage various systems (Citrix, Microsoft, Teams, Excel).
• Bi-lingual candidates (Spanish) preferred.
• Knowledge of medical terminology related to Medicare/Medicaid is a plus.
• Excellent communication skills, both written and verbal.

Performance Metrics:

• Average Handling Time (AHT) for inbound and outbound calls.
• Quality of service above 90%.
• Adherence to Service Level Agreements (SLA), aiming for 80% of calls answered within 30 seconds.

Work Environment & Schedule:

• This is a remote position based in Arizona.
• Shift: Monday to Friday, 11:30 AM - 8:00 PM EST / 8:30 AM - 5:00 PM MST.
• No overtime required.

Application Requirements:

• Typing speed test and experience with relevant software (Citrix, Microsoft, Teams, Excel).

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 234812 when responding to this ad.