HYBRID - Care Coordinator Representative

Position Summary:
The Care Coordinator Representative (CCR) serves as non-clinical support to CCs and the extended care coordination team by completing administrative tasks and other tasks that can be accomplished via scripting (vs. clinical knowledge). CCRs play a key role in initial engagement with members, as well as monitoring activities for members whose cases have been closed by CCs but meet monitoring criteria. They act in a support capacity for complex care members that are closed by CC and work flowed to the CCR for monitoring with defined criteria. The CCR also promotes proactive coordination of services and supports members receiving care from community services.

Qualifications:
EDUCATIONAL REQUIREMENTS
None specified

CERTIFICATION & LICENSURE REQUIREMENTS
None Specified

EXPERIENCE REQUIREMENTS
Two (2) years in a business setting with strong emphasis on customer service and handling confidential matters. Health system experience preferred.

SKILLS AND KNOWLEDGE
Strong verbal and written skills geared toward communicating by phone, in writing and in person. Must project a positive and professional image. Must be able to interact compassionately with members on a one-on-one basis and anticipate their needs through careful listening and patience. Must be highly organized and able to handle multiple tasks under constant pressure. Microsoft Office skills are required. Capable and willing to achieve baseline competency with Motivational Interviewing. Awareness of when and how to access additional resources to meet needs of members.

Essential Functions:

• Conducts telephonic outreach to members to engage and enroll members into the care coordination programs.
• Takes inbound call from members seeking to enroll.
• Manages all mailings to members and providers.
• Provides inbound back-up for CM calls.
• Outbound calls to members.
• 100% accountability for all initial telephonic outreach to engage members and get their agreement to participate in complex care coordination.
• Supports scheduling of all appointments.
• Responsible for necessary correspondence.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.