Support Coordinator

About the Role

The care management team at Healthfirst is dedicated to providing high-quality care to its members. As a Support Coordinator, you will be an integral part of this team, working closely with care managers, providers, and other stakeholders to ensure that members receive the best possible care. Your role will involve coordinating care, scheduling appointments, and communicating with members and providers via phone, email, and fax.

Healthfirst is a leading healthcare organization that values its employees and provides a supportive work environment. As a Support Coordinator, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional care to their members.

What You Will Do

• Provide excellent customer service to members and providers via phone, email, and fax
• Create cases and events, manage authorizations, and handle member mailings
• Coordinate care, schedule appointments, and communicate with members and providers
• Manage a large volume of tasks and caseloads from multiple queues
• Build sustainable relationships of trust through open and interactive communication with internal and external customers
• Document accurate member information in compliance with internal procedures
• Follow established policies and procedures to ensure member and provider issues are addressed timely and accurately
• Timely communicate member issues or needs and monitor screening of members effectively
• Comply with HIPAA requirements and maintain Protected Health Information (PHI) confidentiality
• Escalate calls to appropriate departments as needed
• Meet or exceed all performance, quality, and productivity measures

What We Are Looking For

• High school diploma or GED from an accredited institution
• Prior experience in a customer service environment
• Working experience in a fast-paced environment
• Proficient in Microsoft Office Suite applications, including Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Ability to document grammatically correct emails, communications, and presentations
• Proven track record of exercising independent thinking, problem-solving, and achieving goals
• Knowledge of medical terminology (preferred)
• Experience in managed care or other areas of the healthcare industry (preferred)

Nice to Have

• Language proficiency in Spanish, Russian, French, Creole, Mandarin, or Cantonese
• Experience navigating multiple technologies, including a Customer Relationship Management System
• Certification in case management or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading healthcare organization
• Remote work option
• Professional development and growth opportunities
• Access to cutting-edge technology and tools
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance

• Be prepared to provide examples of your customer service experience and skills in your application and during interviews.
• Make sure you have a strong understanding of medical terminology and the healthcare industry, and be prepared to ask informed questions during interviews.
• Highlight your ability to work in a fast-paced environment and manage multiple tasks and priorities.
• Showcase your proficiency in Microsoft Office Suite, particularly Excel, and be prepared to complete skills assessments or provide examples of your work.
• Research Healthfirst and the care management team to demonstrate your knowledge and enthusiasm for the organization and role.
• Prepare to discuss your experience with HIPAA regulations and confidentiality, and how you would handle sensitive information in this role.