Care Coordinators, Team Lead

Nascentia Health•Rochester, NY

5d•Hybrid

About The Position

The Care Coordinators, Team Lead (CCTL) provides administrative, technical and leadership support to the Care Coordinator Supervisor, Care Coordinators, Authorization Coordinators, and clinical teams. Performance Responsibilities and Standards: Supports the Care Coordinator and Authorization Coordinator with team-based interventions Support integration of technology as a method of member engagement. Provides ongoing training, support and mentoring to staff. Partners with Education Specialists with onboarding new team members. Assists in covering or delegating responsibilities to cover time off or uncovered role responsibilities for Care Coordination team. Assists with managing call queue to ensure there is adequate staffing in order to answer calls in a timely manner. Actively identifies and partners with Care Coordinator Supervisor on identified areas of opportunity to maximize efficiency or quality results. Assists with troubleshooting any authorization issues in computerized database. Assists Care Coordinator Supervisor in completing Quality Audits to assure that Care Coordination team responsibilities are met. Actively participates in performance improvement and continuous quality improvement (CQI) activities. Meets regularly with Care Coordination staff to review Quality Audit finding in conjunction with Supervisor and makes recommendations for process improvement. Review various reports within electronic medical record and other software applications as directed. Ensures all significant member data and service provision details are current and accurate, and that they are documented in a timely manner in the electronic medical record. Maintains appropriate member case load ratios, as indicated. Provides Supervisor employee feedback for accurate performance evaluations. Provides triage of phone calls that are escalated due to concerns or complaints. Escalates issues as appropriate. Assists team with clerical duties, such as filing, typing, copying, faxing and taking messages, as needed. Other duties as assigned.

Requirements

Associate degree in related field, or equivalent experience.
3-5 years’ experience in the healthcare industry or a degree as a Medical Assistant.
Proven analytical and problem-solving skills to identify potential issues and participate in their resolution.
Proficiency with computer systems, working knowledge of Microsoft Office, Internet and various software applications.
Demonstrate ability to work independently and collaboratively with ability to adapt to shifting priorities, demands and timelines.
Demonstrates discretion in handling confidential and sensitive information.
Accuracy and attention to details and follow through.
Excellent communication skills, verbal and written.
Ability to travel to regional offices, as needed.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Supports the Care Coordinator and Authorization Coordinator with team-based interventions
Support integration of technology as a method of member engagement.
Provides ongoing training, support and mentoring to staff.
Partners with Education Specialists with onboarding new team members.
Assists in covering or delegating responsibilities to cover time off or uncovered role responsibilities for Care Coordination team.
Assists with managing call queue to ensure there is adequate staffing in order to answer calls in a timely manner.
Actively identifies and partners with Care Coordinator Supervisor on identified areas of opportunity to maximize efficiency or quality results.
Assists with troubleshooting any authorization issues in computerized database.
Assists Care Coordinator Supervisor in completing Quality Audits to assure that Care Coordination team responsibilities are met.
Actively participates in performance improvement and continuous quality improvement (CQI) activities.
Meets regularly with Care Coordination staff to review Quality Audit finding in conjunction with Supervisor and makes recommendations for process improvement.
Review various reports within electronic medical record and other software applications as directed.
Ensures all significant member data and service provision details are current and accurate, and that they are documented in a timely manner in the electronic medical record.
Maintains appropriate member case load ratios, as indicated.
Provides Supervisor employee feedback for accurate performance evaluations.
Provides triage of phone calls that are escalated due to concerns or complaints.
Escalates issues as appropriate.
Assists team with clerical duties, such as filing, typing, copying, faxing and taking messages, as needed.
Other duties as assigned.