Care Coordinator, North Shore Massachusetts

CareSource•Medford, MA

1d•$47,400 - $76,000•Onsite

About The Position

The Care Coordinator is the primary point of contact for a stratified panel of members, helping enrollees navigate health care, plan processes, and services. The role supports care planning and service coordination, promotes timely service delivery and continuity of care, and conducts routine outreach through community-based, telephone, and virtual visits. It also includes documenting service activities and performing administrative tasks that support member satisfaction. The position leads an interdisciplinary care team for its panel and works with members, providers, clinical care managers, behavioral health clinicians, community health workers, and external partners. It identifies social support and community-based needs, provides education about plan benefits and service options, helps members follow up with providers and arrange transportation, and escalates concerns to ensure they are addressed promptly. This is a mobile role requiring regular travel to homes, offices, or other public settings in the assigned territory.

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 telephone 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 by telephone.
Valid driver's license, vehicle, and verifiable insurance; continued employment in the position is conditional on acceptable results from a driver's license record check.
Annual influenza vaccination is required for designated positions during influenza season (October 1–March 31). Employees hired during that season have 30 days from their hire date to complete vaccination and verify the immunization record.

Nice To Haves

Knowledge of Medicaid, Medicare, and managed care.

Responsibilities

Serve as the first point of contact for enrollees, explain health plan processes, appeals, and grievances, and help 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.
Provide in-person visits to enrollees at least annually, with member consent, and maintain communication according to enrollee preferences.
Lead the interdisciplinary care team for a stratified panel of members and collaborate on enrollee-centered care plans.
Identify potential social support or community-based needs.
Provide education 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 accurate, timely documentation and centralized enrollee records in internal systems, in alignment with regulatory standards, and distribute information to appropriate internal teams or provider partners.
Coordinate provider and member scheduling, support high-volume outreach campaigns, and ensure tasks are completed across multiple systems.
Help enrollees follow up with providers, including assisting with appointment scheduling and verifying transportation.
Facilitate communication and information exchange among members, providers, and community supports.
Follow standards of practice, internal policies, and procedures to comply with contractual obligations and applicable regulatory requirements.
Perform other job-related duties as requested.