Care Management Support Specialist

HealthFirst; Elm (PA); On-site; USD 40,000 - 55,000; Full time

Job summary

HealthFirst is seeking a Support Coordinator to assist care/case managers with non-clinical tasks, including case creation, scheduling, and outreach to members, providers, and community partners. This role supports multiple clinical teams and requires strong communication and documentation skills.

You will handle member and provider inquiries, coordinate services, and help ensure accurate processing of requests, referrals, and assessments while maintaining high quality and cost-effective care.

Qualifications

• High School diploma or GED equivalent.
• Experience in a customer service environment.
• Work experience requiring effective communication verbally and in writing while demonstrating good grammar, spelling, and punctuation skills.
• Associate Degree/Certification in a related field.
• English proficient bilingual who also speaks Mandarin/Cantonese.
• Knowledge of medical terminology
• Knowledge of Trucare, Salesforce, HHAXchange, DocuSign Epaces, Sharepoint
• Experience in managed care or other area of the healthcare industry working in a Call Center environment or Care/Case Management Department
• Experience with Microsoft Office Suite applications including Excel, Word, Outlook, and MS Teams
• Demonstrated ability to document calls into a computer system.

Responsibilities

• Assist care/case managers with non-clinical activities such as creating cases and events.
• Provide telephonic outreach to members, providers and community-based organizations; faxing clinical requests and Individual Health Care Plans on behalf of the care/case managers.
• Conduct outreaches for newly enrolled members to review current and approved services, durable medical equipment (DME) and additional requests.
• Review intake documents for pre-approved services and elevate discrepancies as needed.
• Complete Welcome Onboarding and Consumer Directed Personal Assistant Assessments and identify any issues or risk factors that require clinical escalations to a CM/PCM.
• Handle and accurately document calls to and from members to assist with benefit questions/issues, schedule appointments, assessment inquiries, service issues and grievances.
• Handle and accurately document calls to and from providers regarding authorizations initiation/updates, referrals, visits, tests, and faxed care plans.
• Provide education to members and providers regarding requirements for approval of service requests.
• Manage a large caseload while communicating member issues or needs and monitoring screening of members effectively to improve quality and cost outcomes.

Skills

Customer service

Communication

Bilingual (English/Mandarin/Cantonese)

Medical terminology

Documentation

Caseload management

Education

Associate Degree/Certification in a related field

High School diploma or GED

Tools

Trucare

Salesforce

HHAXchange

DocuSign Epaces

Sharepoint

Microsoft Office Suite (Excel, Word, Outlook, MS Teams)

Job description

HealthFirst is seeking a Support Coordinator to assist care/case managers with non-clinical tasks, including case creation, scheduling, and outreach to members, providers, and community partners. This role supports multiple clinical teams and requires strong communication and documentation skills.

You will handle member and provider inquiries, coordinate services, and help ensure accurate processing of requests, referrals, and assessments while maintaining high quality and cost-effective care.