Member Engagement Coordinator

4 weeks ago

Cary, North Carolina, United States Community Care of North Carolina Inc Full time
Job Title: Member Engagement Specialist

Community Care of North Carolina Inc is seeking a highly motivated and experienced Member Engagement Specialist to join our team. As a key member of our care management team, you will be responsible for engaging with members, providers, and other staff to initiate program interventions, document activities, and refer risk-appropriate members to professional staff according to protocols.

Key Responsibilities:
  • Conduct telephonic outreach to identified and referred members to engage them with care management services.
  • Receive and manage referrals from data reports, clinical care management team members, PCP, or other service providers for efficient screening and linking members with care management.
  • Complete and document member screening tools and refer clinical needs to the most appropriate clinical care management team member for assessment and follow-up.
  • Schedule members for face-to-face or telephonic encounters for care management follow-up.
  • Meet monthly productivity and role expectations.
  • Complete all assignments within expected timeframes.
  • Notify the supervisor promptly of any issues with receiving or sending referrals, making timely care management assignments, or issues with carrying out any other duties assigned.
  • Collaborate with the Care Team to address barriers and create efficiency with processes.
  • Abide by department guidelines, company policies, and HIPAA regulations.
  • Perform all other duties as requested.
  • Attend departmental and corporate meetings.
  • Understand and uphold CCNC goals, objectives, and standards.
Requirements:
  • High School/GED.
  • Prior telephonic call center experience desired.
  • Minimum of two years previous work experience, preferably in a healthcare setting.
  • Healthcare experience and medical terminology knowledge highly preferred.
  • Bilingual preferred.
  • Managed care experience a plus.
Knowledge, Skills, and Abilities:
  • Computer skills required, including various office software and the internet; experience with MS Office software preferred.
  • Strong initiative.
  • Performance metric-driven and productivity mindset.
  • Strong oral and written communication proficiency.
  • Attention to detail.
  • Organizational and Time Management Skills.
  • Strong Interpersonal Skills.
  • Critical Thinking Skills.
  • Resourceful - able to shift strategy or approach in response to the demands of a situation.
  • Team-oriented.
  • Adaptable - responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
  • Motivational Interviewing Skills.
  • Knowledge of Care Management Principles.
  • Ability to work independently and to use sound judgment when needed.
  • Multi-tasking Abilities.
  • Outgoing and energetic attitude.
  • Respectful customer service skills.
  • Ability to provide information in a manner that is culturally and linguistically appropriate.
  • Knowledge of and experience working in member or clinical data systems.

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