Support Specialist Bilingual Mandarin Cantonese

HealthFirst; Williamstown (NJ); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401k contributions

Job summary

HealthFirst seeks a Support Coordinator to assist care/case managers with non-clinical tasks, including creating cases and events, plus telephonic outreach to members, providers and community organizations. The role is assigned to a specific clinical team and supports various department responsibilities.

You will manage member inquiries, document communications, and help with benefit questions, authorizations, and onboarding processes in a fast-paced environment while ensuring accurate records

Qualifications

• High School diploma or GED equivalent.
• Experience in a customer service environment.
• Experience in a fast-paced environment managing multiple priorities.
• Effective written and verbal communication with good grammar, spelling, and punctuation.

Responsibilities

• Conduct outreaches for newly enrolled members to review services, DME, and requests.
• Review intake documents for pre-approved services and escalate discrepancies.
• Complete Welcome Onboarding and Consumer Directed Personal Assistant Assessments.
• Initiate and finalize authorization in Trucare for preapproved services and DMEs.
• Document calls to/from members to assist with benefit questions and scheduling.
• Document calls to/from providers regarding authorizations, referrals, and care plans.
• Educate members and providers on requirements for service approval.
• Manage a large caseload while monitoring member needs to improve outcomes.
• Coordinate onboarding issues with Inter/Intra-departments.
• Perform additional duties as assigned.

Skills

Customer service

Multitasking

Communication

Grammar & writing

Education

High School diploma or GED

Associate degree/certification

Tools

Trucare

Salesforce

HHAXchange

DocuSign Epaces

SharePoint

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; 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

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. 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 or calling . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only 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. Thank you for considering a career with HF Management Services, LLC.

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.