Dedicated Care Coordinator - Overnight/Evening Schedule

The Program  
Included Health offers a transformative care and case management model with our Dedicated Team model. Our program addresses the ongoing clinical needs of members with a robust, physician-led, multidisciplinary Included Health care team that supports a range of administrative and clinical needs. This high-touch, clinical care coordination and support service is offered to a specific population, from low/rising risk to high complexities and members with acute episodic needs. 
The Role
We’re looking for someone who believes that each and every member deserves world-class service and goes above and beyond to make sure that service is delivered. Our Dedicated Care Coordinators have a demanding job, helping individuals navigate their healthcare, but the demands are worth the rewards. This is one of those rare opportunities where your work will help save lives and truly enrich others. Dedicated Care Coordinators are the most visible representatives of our mission to raise the standard of healthcare for everyone. They work in collaboration and continuous partnership with our members, their family/caregiver(s), our clinical care team, and our support teams. The Dedicated Care Coordinator is responsible for consulting with members and determining their needs, assisting clinicians in developing care plans with health goals in mind, and coordinating relevant member services. If you’re a highly empathic, driven individual with a strong interest in making a real difference to people, we want to hear from you. 
Our Dedicated Care Coordinators are on the front lines of our member care, and we need your detail oriented self to come and join the mission!

Responsibilities:

• Answer inbound calls and chats from members, providers, and vendors on our dedicated lines, treating each with empathy and respect
• Verify member’s account information including insurance and benefits navigation
• Conduct provider matching to ensure members have in network (INN) providers and are of high quality
• Complete related administrative tasks such as submitting letters to be sent to members and local providers, follow up calls to provider offices and members to confirm appointments, obtaining signed medical releases, faxing medical releases and clinical summaries to provider offices  
• Complete outbound related projects to high opportunity members
• Coordinate care through team huddles as part of an interdisciplinary team to advocate on behalf of patients, care team, family/caregiver(s), payers, and community resources using care plan development and adherence
• Consult with members and discuss their health goals and challenges in order to connect them to quality programs leading toward healthier outcomes, utilizing motivational interviewing/health coaching techniques
• Attend ongoing training and courses to keep skills current with new developments in healthcare
• Comply with organizational guidelines and health care laws and regulations
• Enhance clinical outcomes for members by promoting timely access to appropriate care, increase utilization of preventative care and reducing emergency room utilization and hospital readmissions.

Qualifications / Skills:

• Excellent customer service skills - our members are top priority and we are their advocates
• Ability to multi-task and remain flexible in an ever changing environment
• Excellent verbal skills are essential as you’ll need to explain our services with confidence, speak clearly, confidently, and have a friendly phone demeanor with the ability to anticipate needs
• Effective time management, demonstrating high organization and attention to detail with tasks and deadlines
• Exceptional business writing skills, including accurate spelling and grammar. Not only will you talk to people on the phone, you’ll communicate with members and doctors in writing as well
• Proficiency with technology; experience with Google apps, Apple products, and customer relationship management software a plus
• Ability to independently manage one’s own workload while maintaining quality targets, department metrics, and exceeding member expectations
• Ability to work interdependently with resourcefulness when faced with challenges and opportunities to collaborate
• Demonstrated ability to think critically and problem solve complex situations
• Be empathetic. You’ll work with members and their families who are going through challenging times.
• Ability to keep perspective, be empathetic, be efficient and reassure them that you can help is critical to the role
• A sense of humor. We work hard. So we like to laugh a lot, too
• Ability to work from a home office if needed
• Acknowledges member’s rights on confidentiality issues, maintains member confidentiality at all times, and follows HIPAA guidelines and regulations