Care Coordinator, North Shore MA

CareSource

6d•$47,400 - $76,000•Onsite

About The Position

The Care Coordinator is the primary point of contact for a stratified panel of members and helps them navigate health care by planning and coordinating care, ensuring timely service delivery, and promoting continuity through outreach and engagement with members and providers. The role includes routine outreach through community-based, telephonic, and virtual visits; documenting service activities; and supporting administrative functions that enhance member satisfaction. This is a mobile position requiring regular travel to different work locations, including homes, offices, or other public settings. The employee must reside in Massachusetts and in the assigned territory, though exceptions may be considered based on business need. Travel may exceed 50% of working time. The Care Coordinator leads an interdisciplinary care team for a stratified member panel and works with internal and external partners to develop member-centered care plans. The role supports enrollees and providers, helps members understand plan processes, benefits, and service options, identifies social and community-based needs, and assists with provider follow-up and transportation verification. The position requires accurate, timely documentation and compliance with internal policies, contractual obligations, and applicable regulations. The position requires a high school diploma or GED and two years of experience in healthcare, customer service, or a related industry. A valid driver's license, vehicle, and verifiable insurance are required, with employment conditional on an acceptable driving record check. Annual influenza vaccination is required for designated positions during influenza season. The role is hourly, with a stated compensation range of $47,400 to $76,000. A performance-based bonus may also be available. CareSource offers a substantial and comprehensive total rewards package, but specific benefits are not listed.

Requirements

High school diploma or GED.
Two years of experience in healthcare, customer service, or a related industry.
Basic proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
Customer service focus and exceptional listening, written, and verbal communication skills.
Professional phone etiquette.
Ability to multitask using a variety of computer applications.
Strong organizational skills.
Effective problem-solving skills and attention to detail.
Ability to work independently and within a team environment.
Understanding of and support for the managed care concept.
Adaptability in a constantly changing environment.
Ability to type or document while speaking telephonically.
Valid driver's license, vehicle, and verifiable insurance; employment is conditional on successful clearance of a driver's license record check.
Annual proof of influenza vaccination during influenza season for designated positions, subject to the stated hire-date window for employees hired during the season.
Must reside in Massachusetts and in the assigned territory; exceptions may be considered due to business need.
Ability to travel routinely, potentially more than 50% of the time.
Ability to work flexible hours, including possible evenings or weekends as needed.
Ability to tolerate location-typical weather conditions and stand and/or sit for long periods.

Nice To Haves

Knowledge of Medicaid, Medicare, and managed care.

Responsibilities

Serve as the first point of contact for enrollees and help them understand health plan processes, appeals, and grievances, and remove barriers to needed services.
Conduct routine outreach to members and providers to confirm service details and coordinate services with long-term services and supports teams.
Serve as a health plan subject matter expert and accurately document care coordination activities.
Provide in-person visits to enrollees at least annually, with member consent.
Maintain open communication with enrollees according to their preferences and needs.
Maintain accurate and timely documentation and internal systems to support team visibility and continuity of service.
Coordinate provider and member scheduling, support high-volume outreach campaigns, and ensure task completion across multiple systems.
Identify potential social support or community-based needs.
Lead the interdisciplinary care team for a stratified panel of members and collaborate with internal and external team members to develop enrollee-centered care plans.
Educate enrollees about plan benefits and service options.
Support enrollees and providers, escalate concerns, coordinate responses, and ensure issues are routed or addressed promptly.
Collaborate with clinical care managers, behavioral health clinicians, community health workers, providers, and external partners to support communication and continuity of care.
Gather and document service-related information during member interactions to support care coordination, service planning, and referrals.
Maintain centralized enrollee records in alignment with regulatory standards and distribute information to appropriate internal teams or provider partners in a timely manner.
Follow standards of practice, internal policies, and procedures to comply with contractual obligations and applicable regulatory requirements.
Support enrollee follow-up with providers, including appointment scheduling and transportation verification.
Facilitate communication and information exchange among members, providers, and community supports.
Perform other job-related duties as requested.