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Role Description

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
• Focusing on member engagement, completing scheduled shifts for:
  • Member calls, chats, and internal referrals into CCP
  • Targeted outreach shifts to engage at-risk members into CCP
  • Using autodialer tooling for targeted outreach to the eligible population
  • Managing and triaging related care plan task queues
  • Coordinating care for members and their families/caregivers, as identified by the clinical team
  • Recommending benefits available to members through their employers (benefits navigation)
  • Initiating related cases (e.g., Provider Match, Concierge Referrals, Expert Medical Opinion, Claims), as identified by the clinical team
• Completing administrative tasks such as:
  • Composing letters and mailings to members and providers
  • Obtaining medical releases and records
  • Triage callback tickets, referrals, and escalations
  • Monitoring email referrals and communications
  • Monitoring and managing portals, such as Ovia and ACM insurance feeds
  • Attending huddles when requested
  • Attending ongoing training and courses to stay current with new developments in healthcare
  • Complying with organizational guidelines and healthcare laws and regulations
  • Other duties, as assigned

Qualifications

• 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.
• Commitment to schedule: 8-5PM (PST/CT/EST) (Monday-Friday)

Requirements

• TEMP TO PERM
• Compensation: $20.72 - $29 an hour
• The United States new hire base salary target ranges for this full-time position are:
  • $20.72 - $29 + equity + benefits
• Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate.

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Full suite of Included Health telemedicine and health care navigation products and services offered at no cost for employees and dependents
• Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)
• 12 weeks of 100% Paid Parental leave
• Up to $25,000 Fertility and Family Building Benefit
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work
• 24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations