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Service Coordinator

1 month ago

Wilmington, United States Murtech Full time
Job DescriptionJob DescriptionJob Title: Service Coordinator Location: 100% Remote – Local Delaware residents preferred but not required; candidates with knowledge of Delaware Medicaid Schedule: Monday – Friday OR four 10-hour days (after probationary period) working 8:00am-6:30pm or 8:30am-7:00pm (option to take off Tuesday, Wednesday, or Thursday for four-day scheduleTraining will be 5 weeks long and will shortened/extended depending on the staff need Job Description:
  • Place outbound/receive inbound calls, which may include reviewing benefit information and assisting with resource connection
  • Communicate effectively with members, using open ended questions to gather more information as needed to provide assistance to members and, if needed, refer to Care Coordination for ongoing assistance
  • Initiate outreach efforts, primarily by telephone, to conduct screening/surveys of members who may benefit from Care Coordination assistance (Ex. Members who have needs relating to Physical Health, Behavioral Health and Health Related Social Needs (SDOH)).
  • Use various methods to seek additional contact information for the member, as needed, to engage the member in services
  • Provide ongoing assistance to members to meet non-clinical needs related to appointment linkage, basic DME needs, prior authorization resolution (pharmacy), and connection to community resources for SDOH needs
Qualifications:
  • High school diploma/GED6-month Contract with extensions as need
  • Proficient computer skills necessary
  • 1-3 years of Customer service experience required (open to candidates with more than 3 years' experience)
  • Must be comfortable working in a high call volume position (100 calls a day, with 50 being outbound calls and 50 being inbound calls)
  • Must be proactive, self-directed, assertive and creative in problem solving and system planning
  • Strong active listening skills with the ability to act sensitively toward diverse people and situations.
  • Ability to successfully interact with external customers, peers, colleagues, and management team
  • Demonstrate effective time management skills and demonstrate an ability to prioritize and handle multiple tasks simultaneously
  • Must demonstrate sound judgment and discretion when approaching problems and making decisions
Preferred Qualifications:
  • 1-3 years of Screening/Survey experience preferred
  • Prefer candidates who are familiar with Delaware, local resources and the DE Medicaid population but it is not required. Minimum of 1-3 years of Call Center experience preferred
  • Previous medical experience preferred, previous outbound member outreach and the ability to escalate preferred
  • Experience with pediatrics preferred
  • Bilingual candidates preferred