Support Specialist Bilingual Mandarin Cantonese

HealthFirst; Connecticut; On-site; USD 40,000 - 55,000; Full time

Job summary

HealthFirst is seeking a Support Coordinator to assist care managers with non-clinical tasks, including case creation, event setup, and telephonic outreach to members, providers, and community partners.

You will handle education on service approvals, document calls, manage a large caseload, and escalate issues as needed to clinical teams. Strong communication and Office skills are essential.

Qualifications

• High School diploma or GED equivalent required.
• Experience in a customer service environment.
• Excellent written and verbal communication with attention to grammar and punctuation.
• Associate degree or related certification preferred.
• English proficient; bilingual in Mandarin/Cantonese a plus.
• Knowledge of medical terminology.
• Familiar with Trucare, Salesforce, HHAXchange, DocuSign Epaces, and SharePoint.
• Experience in managed care or health care call center/Care Management.
• Proficient with MS Office (Excel, Word, Outlook, MS Teams).
• Ability to document calls accurately in computer systems.

Responsibilities

• Conduct outreaches for newly enrolled members to review services and requests.
• Review intake documents for pre-approved services and escalate discrepancies.
• Complete Welcome Onboarding and assessments; identify issues needing clinical escalation.
• Document calls to assist with benefit questions, scheduling, assessments, and grievances.
• Document calls with providers regarding authorizations, referrals, and care plans.
• Educate members/providers on requirements for service approvals.
• Manage a large caseload and monitor member needs to improve outcomes.

Skills

Customer service experience

Verbal and written communication

Multilingual English + Mandarin/Canton

Medical terminology knowledge

Documentation and data entry

Microsoft Office Suite

Education

High School diploma or GED

Associate degree or related certification

Tools

Trucare

Salesforce

HHAXchange

DocuSign Epaces

Sharepoint

MS Teams

Microsoft Office Suite

Job description

The Support Coordinator is responsible for assisting the care/case managers with non-clinical activities such as creating cases and events; providing telephonic outreach to members, providers and community-based organizations; faxing clinical requests and Individual Health Care Plans on behalf of the care/case managers. The Support Coordinator is assigned to a specific clinical team (such as Care Management, Utilization Management, Behavioral Health, etc.)

Responsibilities

• 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

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

HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied.

Greater New York City Area (NY, NJ, CT residents): $40,200 - $54,570

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements).

The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.