Support Specialist Bilingual Mandarin Cantonese

HealthFirst; East Windsor Hill (CT); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Incentives & recognition

Life insurance

401k contributions

Job summary

HealthFirst in the Greater New York City Area is seeking a Support Coordinator to assist care managers with non-clinical tasks and conduct member outreach. The role involves handling intake, onboarding assessments, and documenting calls related to benefits, authorizations, and grievances.

You will educate members and providers on service requirements, manage a large caseload, and help monitor screening to improve outcomes across the network.

Qualifications

• High School diploma or GED equivalent.
• Experience in a customer service environment.
• Effective communication verbally and in writing with good grammar, spelling, and punctuation.
• 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 healthcare Call Center or Care/Case Management.
• Experience with Microsoft Office Suite (Excel, Word, Outlook, MS Teams).
• Proven ability to document calls into a computer system.

Responsibilities

• Assist care/case managers with non-clinical tasks such as case and event creation.
• Provide telephonic outreach to members, providers and community organizations.
• Fax clinical requests and IHCPs on behalf of care/case managers.
• Review intake documents for pre-approved services; escalate discrepancies.
• Complete Welcome Onboarding and Consumer Directed Personal Assistant Assessments.
• Document calls with members for benefit questions, scheduling, inquiries and grievances.
• Document calls with providers regarding authorizations, referrals, visits and care plans.
• Educate members and providers on service approval requirements.
• Manage a large caseload while monitoring and communicating member needs.
• Monitor screening to improve quality and cost outcomes.

Skills

Customer service

Verbal communication

Written communication

Medical terminology knowledge

Bilingual English Mandarin/Cantonese

Documentation skills

Microsoft Office familiarity

Education

High School diploma or GED

Associate Degree/Certification

Tools

Trucare

Salesforce

HHAXchange

DocuSign Epaces

Sharepoint

Job description

Responsibilities

• 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.) 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 escalate 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
• 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.