Social Worker Assistant II - M-F, 8a-4:30p

Christiana Care Health System; Wilmington (DE); On-site; USD 28,000 - 41,000; Full time

Job summary

Christiana Care Health System is seeking a detail-oriented professional to support the Virtual Hub operations. You will process and triage calls, assist in member enrollment in care management programs, and maintain accurate documentation across care management applications.

Roles involve coordinating with clinical staff, caregivers, and providers, while ensuring confidentiality and strong customer service. Valid health-related education and office experience are required.

Qualifications

• Health Science Certification or Associate degree in a health care related field required; Bachelor’s degree preferred.
• Two years of experience working in an office environment required.

Responsibilities

• Process or triage calls from members and caregivers in a call center.
• Support clinical staff by handling inbound and outbound calls and transactions.
• Assist in enrollment of members in care management programs.
• Enter data into care management applications and maintain documentation.
• Route cases to Care Coordinator and communicate with providers.
• Assist with problem resolution and access to community resources.

Skills

Organization

Customer service

Multitasking

Confidentiality

Medical terminology

Computer skills

Education

Health science cert / associate degree

Bachelor's degree preferred

Tools

Windows

Word processing

Excel

Databases

Job description

PRIMARY FUNCTION

Supports the daily operations of the Virtual Hub by providing select program interventions in accordance with established care management program guidelines for identified at risk members under the direction of a member of the clinical team. Provide administrative to a clinical team responsible for a defined population of members/beneficiaries.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Performs in a call center environment appropriately processing or triaging calls from members, caregivers, providers, internal and external customers
• Handles in/outbound calls and transactions directly supporting clinical staff and assigned teams in accordance with metric and performance requirements
• Assists in the enrollment of members in a care management program according to established program guidelines
• Creates updates, maintains and/or closes tasks as assigned within process guidelines. Routes case to appropriate Care Coordinator based on established guidelines
• Collaborates with the members, care givers, physicians, staff, and other health care professionals across the continuum to provide care coordination at the direction of the Care Coordinator including, but not limited to: implementing program interventions, documenting activities, assisting providers in obtaining authorizations, making follow up phone calls and sending out educational materials and letters
• Assists members and caregivers with problem resolutions and strategies to reduce barriers to care and increase health care compliance
• Identifies problems or gaps in community resources that impact outcomes, care or utilization of services and communicates problems or gaps to the Care Coordinator
• Identifies members with Care Gaps/HEDIS related health conditions and assists them in accessing care through scheduling appointments and referral to community resources
• Reinforces with members the prescribed treatment plan including attainment of goals and identification of barriers to success

• Enters timely and accurate data into Care Management applications necessary to communicate member needs and to ensure complete documentation of member needs and phone calls
• Facilitates access to entitlement programs and/or community resources
• Adheres to organizational and departmental policies and procedures and credentialed compliance
• Demonstrates proficient PC skills in a Windows based environment including word processing, spread sheets and working in database programs
• Attends educational offerings to keep current on Information Technology, disease self- management protocols and maintains knowledge of available community resources
• Performs all other related duties as assigned by Clinical staff, Supervisor, Manager or Director.

EDUCATION AND EXPERIENCE REQUIREMENTS:

Health Science Certification or Associate degree in a health care related field required; Bachelor’s degree preferred.

Two years of experience working in an office environment required.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Strong organization skills

Excellent customer service and interpersonal skills on phone and in-person

Ability to handle multiple tasks simultaneously

Ability to maintains confidentiality of all company, and member information

Knowledge of medical terminology

Proficiency working with computers and various computer software applications.

Hourly Pay Range: $20.24 - $30.36This pay rate/range represents ChristianaCare’s good faith and reasonable estimate of compensation at the time of posting. The actual salary within this range offered to a successful candidate will depend on individual factors including without limitation skills, relevant experience, and qualifications as they relate to specific job requirements.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.