The Care Coordinator will serve as a vital clinical resource for members, guiding screenings, preventive measures, and benefit coverage. This role involves direct interaction with members and providers, ensuring timely and accurate support and documentation. The Care Coordinator will also participate in creating educational materials and marketing initiatives for healthcare awareness.
Job Responsibilities
- Serve as a clinical resource for members seeking guidance on screenings or other preventive measures to optimize overall health for members and their families.
- Provide clinical support to the Support team, handling live member calls, emails, and chats for members seeking clinical assistance during their use of the program.
- Lead the internal review of client plan documents, preparing benefit coverage summaries for the Provider Relations and Support team to answer members’ questions.
- Provide notice of coverage documentation outlining specific protocols for certain specialties (e.g., physical therapy, chiropractic visits, oncology, bariatric procedures).
- Serve as a clinical point of contact for providers with clinical coverage questions regarding treatment options, second opinion options, and alternative treatment plans.
- Follow up with pending items, ensuring members are updated promptly and responsively.
- Adhere to documentation standards to ensure all provider support and member support questions are properly logged and documented for client reviews, analytical reviews, and legal purposes.
- Initiate and oversee the creation of infographics and other marketing materials for key healthcare awareness months (e.g., Breast Cancer Awareness, Colon Cancer Awareness, Diabetes Education, Menopause).
- Proactively provide ideas on how to market or serve our member base more effectively.
- Become proficient in the client’s program knowledge to provide the highest level of support and service to members.
- Work on special projects deemed key by management or at the suggestion of staff, collaborating with management on project priorities as needed.
- Perform other miscellaneous office duties as needed.
