BusinessOperations - Care Management Support Coordinator II - J01003

Mindlance; Brackettville (TX); Remote; USD 35,000 - 50,000; Full time

Job summary

A health services company in Texas is seeking a Care Management Support Coordinator II to provide outreach support and ensure accurate processing of documentation. This fully remote role requires excellent customer service skills and the ability to communicate effectively with members and providers. Ideal candidates have a High School diploma and 1-2 years of related experience. Join this mission-driven team dedicated to the health and well-being of members across Texas.

Qualifications

• 1 – 2 years of related experience required.
• Knowledge of health plan activities and resources is beneficial.

Responsibilities

• Provide outreach to members to support care plan next steps.
• Serve as the frontline support for member and provider inquiries.
• Document and maintain non-clinical member records.

Skills

Customer service

Communication

Problem-solving

Education

High School diploma or GED

Job description

Overview

Position Purpose: Supports administrative care management activities including performing outreach, answering inbound calls, and scheduling services. Serves as a point of contact to members, providers, and staff to resolve issues and documents member records in accordance with current state and regulatory guidelines.

Education/Experience

Requires a High School diploma or GED. Requires 1 – 2 years of related experience.

License/Certification

For Florida-Sunshine Health Plan - All interactions with members are done telephonically.

Responsibilities

• Provides outreach to members via phone to support with care plan next steps, community or health plan resources, questions or concerns related to scheduling and ongoing education for both the member and provider throughout care/service.
• Provides support to members to connect them to other health plan and community resources to ensure they are receiving high-quality customer care/service.
• May apply working knowledge of assigned health plan(s) activities and resources.
• Serves as the front-line support on various member and/or provider inquiries, requests, or concerns which may include explaining care plan procedures and protocols.
• Supports member onboarding and day-to-day administrative duties including sending out welcome letters, related correspondence, and program educational materials to assist in the facilitation of a successful member/provider relationship.
• Documents and maintains non-clinical member records to ensure standards of practice and policies are in accordance with state and regulatory requirements and provide to providers as needed.
• Knowledge of existing benefits and resources locally and make referrals to address Social Determinants of Health (SDOH) needs.
• Performs other duties as assigned.
• Complies with all policies and standards.

Work Details and Team Context

The current request is for FTE backfill support while the full-time position undergoes internal approval and the interview process. This temporary coverage ensures continuity of operations and maintains the team's high standards of accuracy and responsiveness during the transition.

Typical Day in the Role

• Daily schedule & OT expectations
• Typical task breakdown and rhythm
• Interaction level with team
• Work environment description

Schedule

The CMSC II supporting the Centralized Fax Team will work a standard schedule of Monday through Friday, 8 AM to 5 PM CST, with potential of overtime expected.

Performance and Interaction

• Daily Rhythm & Task Breakdown: Start with LTSS fax processing, ensuring documentation is reviewed, identified, and routed accurately. General Note expectations are to complete 98%–100% of daily goals within a 7.5-hour production window.
• When assigned to the Closure Pod, complete 15 closure work list items per day, maintaining the same productivity standards.
• Collaborate with internal teams to resolve documentation issues and ensure timely routing.
• Maintain logs and tracking for audit readiness and reporting.

• Performance Expectations: Compliance: 100% adherence to contractual timeframes; Quality: 97% or higher; Productivity: 98%–100% of member service goals daily; Error Rate: 3% or less.

• Interaction Level: Communication is primarily virtual (email, Teams, shared systems). Low interaction with external departments; high interaction within the team via Microsoft Teams for task updates and collaboration.

• Work Environment: Fully remote, structured, and production-driven with a strong focus on accuracy, timeliness, and compliance.

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

This role offers a unique opportunity to contribute to a mission-driven team that directly supports the health and well-being of our members across Texas. As part of the Centralized Fax Team, the Care Management Support Coordinator II plays a critical role in ensuring that essential documentation is processed accurately and routed efficiently helping prevent service delays and ensuring timely care for vulnerable populations.

EEO

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”