Care Management Navigator - Senior Network Health
About The Position
The Care Managment Navigator provides support to the Care Managers and other staff in the resolution of member related issues. Communicates with members and their families regarding information about Managed Long Term Care (MLTC) services. Provides summary reports, analysis and support for care coordination related activities. Participates in non-clinical customer service for members enrolled in the VNS Health Plans MLTC plan in collaboration with Care Coordination department and other healthcare professionals. Works under the general supervision of the Manager of Ancillary Services.
Requirements
- High School diploma.
- One year of customer service experience.
- Excellent telephone skills and ability to clearly communicate verbally and in writing.
- Proficient with computers, email.
Nice To Haves
- Associate’s degree in a healthcare related field.
Responsibilities
- Educates potential members/community representatives on plan features, plan benefits, and program admission requirements.
- Coordinates telephonic intake and responses to both clinical and non-clinical customer service issues.
- Identifies nature of issue, independently responds to and resolves non-clinical issues and complaints, and escalates clinical issues to appropriate department and staff.
- Assists in monitoring member satisfaction through phone calls to verify service, answering questions and providing information. Documents member service issues, identifies trends and recommends potential solutions.
- Maintains expertise in VNS Health Plans MLTC benefits, network and organization structure. Acts as a resource to members to guide them in accessing their benefits.
- Places orders or referrals for services and follows up to ensure services are scheduled and provided.
- Processes and monitors invoices for payment.
- Serves as a resource for MLTC Care Manager and other staff in the resolution of member-related issues.
- Establishes effective customer-focused working relationships with members, physicians and providers of long term care services.
- Audits system-generated reports, reconciles data, and distributes reports to management for review.
- Participates in interdisciplinary team meetings and provides input on customer service related activities.
- Protects the confidentiality of member information and adheres to company policies regarding confidentiality.
- Ensures compliance with the VNS Health Plan’s policies and procedures as well as all Federal and State regulations.
- Provides administrative support to care coordination staff
- Performs related duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
