Support Specialist Bilingual Mandarin Cantonese

Healthfirst; Texas; On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k contributions

Life insurance

Job summary

Healthfirst in Texas is seeking a Support Coordinator to assist care/case managers with non-clinical tasks, including case creation, member outreach, and handling authorizations. The role involves telephonic outreach to members, providers, and community organizations, as well as managing mailings and documenting care plans.

You will work within a clinical team, support onboarding and assessments, and help reconcile issues across departments while delivering education on service requirements.

Qualifications

• High School diploma or GED equivalent.
• Experience in a customer service environment.
• Experience in a fast-paced environment with multiple priorities.
• Strong written and verbal communication with good grammar, spelling, and punctuation.
• Associate degree or certification in a related field.
• English proficient bilingual with Mandarin/Cantonese (preferred).
• Knowledge of medical terminology.
• Knowledge of Trucare, Salesforce, HHAXchange, DocuSign Epaces, Sharepoint.
• Experience in managed care or healthcare call center/care management.
• Experience with Microsoft Office Suite (Excel, Word, Outlook, MS Teams).
• Demonstrated ability to document calls in a computer system.

Responsibilities

• Conduct outreaches for newly enrolled members to review current and approved services, DME and requests.
• Review intake documents for pre-approved services and elevate discrepancies as needed.
• Complete Welcome Onboarding and Consumer Directed Personal Assistant Assessments and identify issues or risk factors requiring clinical escalations.
• Initiate and finalize authorization in Trucare for preapproved services and DMEs and update/discontinue authorizations when applicable.
• Document calls to and from members for benefit questions, scheduling, inquiries, service issues and grievances.
• Document calls to and from providers regarding authorizations initiation/updates, referrals, visits, tests, and faxed care plans.
• Educate members and providers regarding requirements for approval of service requests.
• Manage a large caseload while communicating member issues or needs and monitoring screening to improve outcomes.
• Coordinate with Inter/Intra-departments regarding onboarding issues.
• Additional duties as assigned.

Skills

Customer service

Communication skills

Multitasking

Documentation

Medical terminology

Education

High School diploma or GED

Associate degree/certification in related field

Tools

Trucare

Salesforce

HHAXchange

DocuSign Epaces

Sharepoint

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; handling member mailings; 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.) and may have additional departmental responsibilities.

Duties And 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.
• Initiate and finalize authorization in Trucare for preapproved services and DMEs and update and discontinue authorizations when applicable
• 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
• Communicate with Inter/Intra-departments regarding reconciling onboarding issues
• Additional duties as assigned

Minimum Qualifications

• High School diploma or GED equivalent
• Experience in a customer service environment
• Experience working in a fast-paced environment that requires handling multiple priorities simultaneously
• Work experience requiring effective communication verbally and in writing while demonstrating good grammar, spelling, and punctuation skills

Preferred Qualifications

• 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

Hiring Range*

• Greater New York City Area (NY, NJ, CT residents): $40,200 - $54,570
• All Other Locations (within approved locations): $34,900 - $52,000

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). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

• 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.