Care Management Support Coordinator II

Care Management Support Coordinator II

BCforward is currently seeking a highly motivated Care Management Support Coordinator II in Remote

Job Title: Care Management Support Coordinator II
Location: Remote (MST preferred; EST accepted with required 11 AM-8 PM EST shift)
Department: Medicare
Pay Rate: $24/hour
Target Start Date: June 2, 2025
Contract Length: 6 months (no extension)

Position Purpose

The Care Management Support Coordinator II supports administrative care management activities including conducting outreach, handling inbound calls, and scheduling services. This role acts as a key point of contact for members and providers, resolving inquiries and ensuring accurate documentation in alignment with regulatory and state guidelines.

Key Responsibilities

• Conduct outreach calls to members to support care plan follow-ups and educate on resources and services.
• Assist members in connecting with community and health plan resources to promote high-quality care.
• Handle inbound and outbound calls in a high-volume call center environment, utilizing multiple systems.
• Support member onboarding by sending welcome letters, program materials, and other relevant communications.
• Maintain accurate and timely documentation in Virtual Health and other systems.
• Serve as a frontline contact for inquiries and provide information on care plans, procedures, and protocols.
• Refer members to available benefits and services, addressing Social Determinants of Health (SDOH).
• Perform administrative duties in accordance with state and regulatory standards.
• Comply with all company policies and quality standards.

Required Qualifications

• Education: High School Diploma or GED
• Experience: Minimum of 2 years in an inbound call center or customer service role
• Strong multitasking and organizational skills
• Excellent written and verbal communication
• Proven documentation and active listening abilities
• Proficiency with Microsoft Office and navigating multiple software platforms simultaneously
• Ability to commit to the full 6-month contract without time off unless for pre-approved, valid reasons

Preferred Background

• Previous experience as a Program Coordinator or in administrative healthcare support
• Familiarity with health plan operations and member engagement
• Experience working with regulatory documentation and support systems like Virtual Health

Performance Expectations

• Handle 80+ inbound calls per month
• Maintain an average call answer speed of under 30 seconds
• Meet or exceed monthly performance and documentation metrics
• Remain engaged with supervisors and senior staff for updates and coaching

Training & Onboarding

• First day includes orientation, Centene University training, and equipment setup
• Access provisioning to systems and tools
• Introduction to daily workflows and expectations

Schedule

• MST Hours: 8:00 AM-5:00 PM (March-October) / 9:00 AM-6:00 PM (October-March)
• EST Hours: 11:00 AM-8:00 PM (Year-round, mandatory for EST applicants)
• Strict adherence to schedule, including assigned break and lunch periods

Disqualifiers

• Lack of inbound call center experience
• Inability to commit to full 6-month term
• Unwillingness to work the specified shift

Interested candidates please send resume in Word format Please reference job code 238965 when responding to this ad.

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