Care Management Support Coordinator II - J01003

Care Management Support Coordinator II - J01003

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

Position Title: Care Management Support Coordinator II - Remote MO
Location: Remote - MO
Anticipated Start Date: 04/08
Duration: 6 months
Job Type: Contract with extension/conversion to FTE
Shift: Training is Monday-Friday, 8:00 AM-5:00 PM for 4 weeks with no time off permitted and cameras required to remain on; post-training schedule is fixed and will not change-Monday-Thursday 10:30 AM-7:00 PM CST and Friday 9:30 AM-6:00 PM CST, including a 30-minute unpaid lunch and two (2) 15-minute breaks; Must be are fully comfortable with this set schedule.
Pay Rate: $19.00/hr. on W2.
Need: High School Diploma required with 1-2 years of healthcare/medical call center and healthcare customer service experience, Medicaid experience preferred, ability to work independently, and a reliable internet connection (must be able to work via hotspot if needed). Bilingual Preferred.

Job Description:


Position Purpose
Supports administrative care management activities, including performing outreach, answering inbound calls, and scheduling services. Serves as a point of contact for members, providers, and staff to resolve issues and documents member records in accordance with current state and regulatory guidelines.
Daily Schedule & Overtime Requirements: Training is Monday-Friday, 8:00 AM-5:00 PM for 4 weeks with no time off permitted and cameras required to remain on; post-training schedule is fixed and will not change-Monday-Thursday 10:30 AM-7:00 PM CST and Friday 9:30 AM-6:00 PM CST, including a 30-minute unpaid lunch and two (2) 15-minute breaks; Must be are fully comfortable with this set schedule.

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Education & Experience

• High School Diploma or GED required
  
• 1-2 years of related experience required
  

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Key Responsibilities

• Conduct telephonic outreach to members (Florida-Sunshine Health Plan - all interactions are telephonic)
  
• Support members with care plan next steps, community or health plan resources, scheduling questions, and ongoing education for both members and providers throughout care/services
  
• Connect members to health plan and community resources to ensure high-quality customer care and service
  
• Apply working knowledge of assigned health plan activities and available resources
  
• Serve as frontline support for member and provider inquiries, requests, or concerns, including explanation of care plan procedures and protocols
  
• Support member onboarding and daily administrative functions, including sending welcome letters, correspondence, and program educational materials to facilitate a successful member relationship
  
• Document and maintain non-clinical member records in compliance with state and regulatory requirements; provide documentation to providers as needed
  
• Utilize knowledge of existing benefits and local resources to make referrals addressing Social Determinants of Health (SDOH) needs
  
• Perform additional duties as assigned
  
• Comply with all policies and standards
  

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Story Behind the Need - Business Context

• Repurposing a Health Coach role into a CMSC II role to support LHCC health plan expansion
  
• Member-facing position
  

Call Expectations:

• Minimum 47+ calls per day
  
• 100% productivity required
  

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Typical Day in the Role
This position involves contacting eligible Medicaid members under a Centene health plan to offer participation in the Disease Management Health Coaching program.
This role is ideal for individuals who are comfortable working extensively on the phone while navigating multiple computer systems.
Onboarding Timeline

• Day 1:
  
  • System and program access setup with Supervisor and preceptor
    
  • Overview of expectations
    
  • Self-study via Centene University
    
• Day 3:
  
  • Begin structured training with Training Department
    
  • Approximately 3-week learning journey
    
  • Transition to independent work following training
    

Systems Used

• Cloud
  
• Classic
  
• Excel
  
• Microsoft Teams
  
• Outlook
  

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Candidate Requirements
Required

• High School Diploma
  
• 1-2 years of healthcare/medical call center experience
  
• Healthcare customer service experience
  
• Medicaid experience
  
• Ability to work independently
  
• Reliable internet connection (must work via hotspot if needed)
  

Preferred

• Bilingual
  

Disqualifiers

• No medical/healthcare experience
  

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Performance Indicators

• Weekly productivity metrics
  
• 6 new hire call quality evaluations (1 per week)
  
• After new hire period: 2 quarterly call quality evaluations
  

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Top 3 Must-Have Hard Skills (Ranked by Importance)

Microsoft Office proficiency

Strong computer skills, multitasking ability, and communication skills

Reliable internet connection

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Candidate Review & Selection

• Candidate review within 24 hours of qualification
  
• One interview via Microsoft Teams (camera on; professional environment and attire required)
  
• Agencies must administer a computer literacy test (submit as a separate document)
  

Interested candidates please send resume in Word format Please reference job code 250436 when responding to this ad.

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