Care Extender - ECM Short-Term Assignment

IEHP; Rancho Cucamonga (CA); On-site; USD 33,000 - 41,000; Full time

Job summary

IEHP in Rancho Cucamonga, CA is seeking a Care Extender - ECM under the Manager, Integrated Care Management to act as the liaison for all incoming ECM referrals and screen for eligibility. You will refer qualified members to the CBCME to ensure proper routing and handoffs.

The role requires strong customer service, teamwork, and data entry skills, plus the ability to document dispositions across care management platforms.

Qualifications

• Two (2) years of customer service experience in any setting required.
• Experience of successfully working within a team.
• Experience in data entry.
• Internal Candidate qualifications are: Not on a Performance Improvement Plan (PIP).
• Promotes an objective and collaborative working environment within their team.
• Supports management in reaching department and Health Plan goals.
• High School diploma or GED required.

Responsibilities

• Liaise for all incoming referrals for ECM members and route accordingly.
• Screen members for ECM eligibility and refer to CBCME.
• Document member disposition across care management platforms.
• Assist in determining appropriate routing of referrals within IEHP and the community.
• Deescalate escalated calls and engage members and providers by phone or in person.

Skills

Customer service

Teamwork

Data entry

Typing 45 wpm

Windows applications

Cultural sensitivity

Empathy-based communication

Education

High School diploma or GED

Job description

What you can expect! Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience! Under the supervision of the Manager, Integrated Care Management, the Care Extender - ECM is responsible for working as the liaison for all incoming referrals for Enhanced Care Management (ECM) members. The Care Extender - ECM is responsible for skillfully engaging IEHP members who are transferred to the Care Extender queue, screening them for ECM eligibility, and referring over to the attributed Community Based Care Management Entity (CBCME). The Care Extender - ECM plays a critical role in determining appropriate routing of referrals within IEHP and the community to meet the members’ needs. The Care Extender - ECM will utilize multiple care management platforms to formally document the member’s disposition. Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

This is a short-term assignment. What you can expect! Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience! Under the supervision of the Manager, Integrated Care Management, the Care Extender - ECM is responsible for working as the liaison for all incoming referrals for Enhanced Care Management (ECM) members. The Care Extender - ECM is responsible for skillfully engaging IEHP members who are transferred to the Care Extender queue, screening them for ECM eligibility, and referring over to the attributed Community Based Care Management Entity (CBCME). The Care Extender - ECM plays a critical role in determining appropriate routing of referrals within IEHP and the community to meet the members’ needs. The Care Extender - ECM will utilize multiple care management platforms to formally document the member’s disposition. Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Education & Requirements

• Two (2) years of customer service experience in any setting required
• Experience of successfully working within a team
• Experience in data entry
• Internal Candidate qualifications are:
• Not on a Performance Improvement Plan (PIP)
• Promotes an objective and collaborative working environment within their team
• Supports management in reaching department and Health Plan goals
• High School diploma or GED required

Key Qualifications

• Valid California Driver’s License preferred
• Knowledgeable about evidenced based communication such as Motivational Interviewing, or similar empathy-based communication strategies
• Understanding of and sensitivity to multi-cultural community
• Understanding of and sensitivity to mental health conditions and addictive disorders
• Awareness of the impact of unmitigated bias and judgement on health; commitment to addressing both
• Understanding of, and a commitment to, high preforming team practices
• Strong organizational skills, typing 45 words per minute, proficient in Windows applications
• Highly skilled interpersonally, with excellent teamwork and relationship skills
• Highly skilled in interpersonal communication, including resolving conflict
• Able to sufficiently engage members and providers both on the phone and in person
• Has ability to deescalate escalated calls
• Able to multi-task High degree of patience
• Exhibits good Team Culture
• Telephone courtesy
• Demonstrated respect of peers and supervisors
• Requires minimum supervision
• Ability to take initiative and be proactive in competing tasks

Pay Range

• $23.98 USD Hourly - $30.57 USD Hourly