LTSS Care Management Support Coordinator II

About the role

Supports administrative care management activities including performing outreach, answering inbound calls, and scheduling services. Serves as a point of contact to members, providers, and staff to resolve issues and documents member records in accordance with current state and regulatory guidelines. This fully remote role performs case management support tasks for LTSS Waiver members.

Responsibilities

• Perform outreach to members via phone to support care plan next steps, connect to community or health plan resources, and address scheduling questions or concerns.
• Provide ongoing education for members and providers regarding care/service.
• Support members in connecting to other health plan and community resources to ensure high-quality customer care.
• Apply working knowledge of assigned health plan activities and resources.
• Serve as front-line support for member and/or provider inquiries, requests, or concerns, including explaining care plan procedures and protocols.
• Support member onboarding and day-to-day administrative duties such as sending welcome letters, correspondence, and program educational materials.
• Document and maintain non-clinical member records to ensure standards of practice and policies comply with state and regulatory requirements.
• Utilize knowledge of existing benefits and resources locally to make referrals that address Social Determinants of Health (SDOH) needs.
• Perform other duties as assigned and comply with all policies and standards.

Requirements

• High School diploma or GED.