Your Role
The Clinical Service Coordinator Specialist is responsible for the daily operations within the Promise Health Plan Transitional Care Services Department for non-clinical functions. The Specialist will be responsible for the coordination of Care Management services and Transitions of Care Services provided by the Promise Health Plan Clinical Services Coordinator staff under the direction of management. The Lead will assist in coordinating care for members in accordance with the BSC Promise Health Plan Care Management Program. The Specialist is responsible to Support team supervisor and perform management duties when supervisor/ manager is absent or out of the office on all nonclinical functions and practices.
Your Work
In this role, you will:
- Process faxed/phoned in authorizations, UM/CM requests, special processing/case types and/or calls left on voicemail
- Monitor specific queues/workstreams and generates pre-defined reports to identify and resolve common errors
- Handle customer/provider problematic calls
- Check member history for case management triage and research member eligibility/benefits and provider networks
- Assign initial EOA days, or triage to nurses, based on established workflow
- Responsible for daily administrative clinical service coordinator operation of PHP – CM department including efficient workflow. Serve as resource and/or educator to the clinical service coordinator team, members, and providers as needed. Daily monitor and review the PHP-CM coordinator staff activities and provide feedback to staff on a consistent basis.
- Collaborate with management on new policies, procedures, and guidelines to enhance the effectiveness of coordinators’ workflow. Coordinating with management to organize the department workload and establish work standards to promote efficiency and productivity. Put together quarterly customer surveys and track progression throughout the year. Manage coordinators’ dashboard and provide education/training to ensure that coordinators’ meet goals.
- Interact with internal and external customers to promote effective communication, education, and problem resolution Interface with other departments in regards to PHP-CM and operational workflow.
- Demonstrate the ability to make decisions, take appropriate action and follow tasks through completion. Maintain organizational confidentiality at all times. Comply with all organizational policies regarding ethical and compliant business practices. Additional responsibilities at the discretion of Management.
- Generates and monitors comprehensive detailed reports on team performance, active processes, and daily productivity
- Supports team members with issue resolution, answer questions, help with team problems and oversees team members work quality and guideline compliance
- Assists with work distribution
- Reports out to management, compliance on team performance such as Quality Monthly report
- Conduct daily and monthly huddles/meetings
- Provide help to management, including projects, daily management meetings, training, updates on team performance
Your Knowledge and Experience
- Requires a high school diploma or equivalent
- Requires at least 7 years of prior relevant experience
- Develops strategies along with supervisor to ensure team members meet daily workload and stays in compliance with daily management system vision board
- Understanding of basic member engagement principles, techniques and practices and their application to complex social and clinical problems
- Knowledge base on specific health issues and medical terminology
Pay Range
The pay range for this role is: $ 26.37 to $ 36.92 for California.
Note
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
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