BusinessOperations - Care Coordinator II - J01000

"Position Purpose: Supports care management activities and the teams assigned to members to ensure services are delivered by the healthcare providers and partners and continuity of care/member satisfaction is achieved. Interacts with members by performing member outreach telephonically or through home-visits and documents the plan for care/services of activities. "Provides outreach to members via phone or home visits to engage members and discuss care plan/service plan including next steps, resources, questions or concerns related to recommended care, and ongoing education for the member throughout care/service, as appropriate Coordinates care activities based on the care plan/service plan and works with healthcare and community providers and partners, and members/caregivers to accommodate changes or progress, as needed Serves as support on various member and/or provider inquiries, requests, or concerns related to care plan/service plan Communicates with care managers, practitioners, and others as needed to facilitate member services and to ensure continuity of care/service May support performing service assessments/screenings for members and documenting the member’s care needs Supports documenting and maintaining member records in accordance with state and regulatory requirements and distribution to providers as needed Follows standards of practice and policies compliant with contractual requirements and regulatory guidelines and standards Ability to identify needs and make referrals to Care Manager, community based organizations, and Disease Manager Provide education on benefits and resources available Performs other duties as assigned Complies with all policies and standards" Education/Experience Requires a High School diploma or GED Requires 1 – 2 years of related experience" EEO “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.” ============ Position Purpose Supports care management activities and the teams assigned to members to ensure services are delivered by the healthcare providers and partners and continuity of care/member satisfaction is achieved. Interacts with members by performing member outreach telephonically. Member facing. Story Behind the Need – Business Group & Key Projects Health plan or business unit Team culture Surrounding team & key projects Purpose of this team Reason for the request Motivators for this need Any additional upcoming hiring needs? MHS Wisconsin Family Team environment – we make it fun – 2x a month team meetings – group chat for questions – close team Making outbound calls to members to complete a Health Needs Assessment. You will also receive inbound calls from members to complete their Health Needs Assessment. Average 50-70 outbound calls per day. State Contract – Metric is 35% Screening Rate High energy, high volume Call Center Experience, Self-starter, able to multi task, reliable, communication skills, health care experience, multi tasking with dual monitors Typical Day in the Role Daily schedule & OT expectations Typical task breakdown and rhythm Interaction level with team Work environment description 8-5pm CST with an hour lunch Call Volume and Productivity Call audit metrics monthly Audits on HNAs monthly Compelling Story & Candidate Value Proposition What makes this role interesting? Points about team culture Competitive market comparison Unique selling points Value added or experience gained Focused on engagement of employees; Overall job satisfaction of our employees; Focused on development; (NOTE: ended up creating roles for those who have excelled in the role to be able to keep them on the team) Candidate Requirements Education/Certification Required: High School Diploma or equivalent Preferred: Bachelor’s preferred, not required Licensure Required: n/a Preferred: n/a Years of experience required Disqualifiers Best vs. average Performance indicators Must haves: high volume Phone Customer svc experience in health care, Computer knowledge including Excel, Word and Outlook, 2-3 years managed care, experience with Medicare/Medicaid (will be working with Medicaid) Exp. directly working HC providers/patients Nice to haves Disqualifiers Minimum call center experience Candidate who have only worked with Providers – front office setting (example: doctor office setting) NEEDS additional insurance experience Most previous job must reflect needs for this position Please state if position was contract (job hopping) Performance indicators Call Volume 50-70 outbound calls per day Audit (Call Audit) – 90% or higher HNA Audit score – 90% or higher Best vs. average: see below top must-have skills Top 3 must-have hard skills Level of experience with each Stack-ranked by importance Candidate Review & Selection 1 Phone Customer svc experience HIGH VOLUME / /communication skills / documentation and compliance 2 Complete knowledge including MS Office Excel, Word and Outlook/ technical & remote proficiency 3 2-3 years managed care or physician’s office experience/organizational and time management skills/problem solving and adaptability Candidate Review & Selection Shortlisting process Second touchpoint for feedback Interview Information Onboard Process and Expectations Projected HM Candidate Review Date: 1-2 days post shortlisting Number and Type of Interviews: 1 Extra Interview Prep for Candidate: TEAMS/ZOOM Video/Camera On Required Testing or Assessment (by Vendor): n/a Manager Communication Preferences & Next Steps Background Check Requirements (List DFPS or other specialty checks here) Regular background checks Do you have any upcoming PTO? 8/29 Colleagues to cc/delegate Rachel Bennett (Hiring Manager) – Bonnie