Care Assistant - 259329

The Role:

We are seeking an individual who values providing world-class service to every member and is committed to ensuring its delivery. As a Connected Care Assistant, you will work with the clinical team to help members manage their complex or chronic health conditions. Your responsibilities will include coordinating patient-care services, providing support, and delivering additional services as identified by the clinical team. The ideal candidate should possess a compassionate nature, possess relevant healthcare knowledge, and exhibit exceptional customer service skills. CCAs are prohibited from providing clinical advice, diagnosis, conducting evaluations, and interpreting clinical information to members.

Duties for CCA:

Focusing on member engagement, complete scheduled shifts for:

Member calls, chats, and internal referrals into CCP

Targeted outreach shifts to engage at-risk members into CCP

Use autodialer tooling for targeted outreach to the eligible population

Manage and triage related care plan task queues

Coordinate care for members and their families/caregivers, as identified by the clinical team*

Recommend benefits available to members through their employers (benefits navigation)Initiate related cases (e.g., Provider Match, Concierge Referrals, Expert Medical Opinion, Claims), as identified by the clinical team

Complete administrative tasks such as:

Compose letters and mailings to members and providers

Obtain medical releases and records

Triage callback tickets, referrals, and escalations

Monitor email referrals and communications

Monitor and manage portals, such as Ovia and ACM insurance feeds

Requirements for CCA:

Prior experience in case management or healthcare setting is preferred.

Proficiency in motivational interviewing techniques.

Ability to multitask and remain flexible in a constantly changing environment.

Strong telephone skills, including the ability to navigate conversations effectively and anticipate needs over the phone.

Demonstrates professional and effective communication skills, both verbal and written.

Effective time management and can work autonomously.

Highly organized with the ability to manage tasks and meet deadlines.

Proficient in computer technology with the ability to quickly learn new computer platforms.

Experience with health IT systems and reports is desirable.

Knowledge and connections to community healthcare and social welfare resources is preferred.

Demonstrates a positive and respectful attitude towards peers, team members, and patients.

Acknowledges patient rights on confidentiality issues, maintains patient confidentiality at all times, and follows HIPAA guidelines and regulations.