BusinessOperations - Care Management Support Coordinator II - J01003

Position Purpose:
Supports administrative care management activities including performing outreach, answering inbound calls, and scheduling services. Serves as a point of contact to members, providers, and staff to resolve issues and documents member records in accordance with current state and regulatory guidelines.

Education/Experience:
Requires a High School diploma or GED
Requires 1 – 2 years of related experience



License/Certification:

For Florida-Sunshine Health Plan - All interactions with members are done telephonically


Provides outreach to members via phone to support with care plan next steps, community or health plan resources, questions or concerns related to scheduling and ongoing education for both the member and provider throughout care/service

Provides support to members to connect them to other health plan and community resources to ensure they are receiving high-quality customer care/service

May apply working knowledge of assigned health plan(s) activities and resources

Serves as the front-line support on various member and/or provider inquiries, requests, or concerns which may include explaining care plan procedures, and protocols

Supports member onboarding and day-to-day administrative duties including sending out welcome letters, related correspondence, and program educational materials to assist in the facilitation of a successful member/provider relationship

Documents and maintains non-clinical member records to ensure standards of practice and policies are in accordance with state and regulatory requirements and provide to providers as needed

Knowledge of existing benefits and resources locally and make referrals to address Social Determinants of Health (SDOH) needs
Performs other duties as assigned

Complies with all policies and standards

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”

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Story Behind the Need
What is the purpose of this team? What is driving this need? (ex. Backfill for FTE or CW, new project, business growth) Describe the surrounding team (team culture, work environment, etc.) & key projects. Do you have any additional upcoming hiring needs, or is this request part of a larger hiring initiative?		The Intake Posting Team plays a vital role in supporting Service Coordination, Scheduling, and collaboration with both internal and external stakeholders across all product lines. We act as the bridge between Managed Care Organizations (MCOs), members, Service Vendors, the State, and TMHP—making sure information gets where it needs to go, quickly and accurately. In addition to our core responsibilities, we specialize in breaking down scenarios, identifying key details, and providing clear, actionable recommendations to help move cases forward efficiently and accurately. Backfill for CW There is not a lot of turnover. Temps have been converted to full-time employees with successful retention. The intake team specifically is a ‘go-to’ for a lot of departments, so they are constantly busy, and everyone is a self-starter. No
Typical Day in the Role
Walk me through the day-to-day responsibilities and a description of the project (Outside of the Workday JD). What are performance expectations/metrics? What makes this role unique?			Data entry, posting/uploading forms to the State, downloading forms from the State to attach in members file and task to Service Coordination or proper department for review. Send out emails/tasks for corrections to forms when needed. Correspond with the state when needed by email or phone. Use and read reports to track and monitor members requesting services. Expected to meet monthly production and quality metrics Role does not require customer contact, but role is very important in the implementation of necessary services for individuals with serious health conditions.
Candidate Requirements
Education/Certification	Required: Highschool Diploma/GED				Preferred: Highschool Diploma/GED
Licensure	Required: N/A				Preferred: N/A
Years of experience required: 0-2 years Administrative Assistant, Office Manager, Medical Office, Customer Service Disqualifiers: Inability to follow work processes; Inability to work independently. Additional qualities to look for: Microsoft/Outlook/Excel – will use Excel heavily on the job, but can be taught (reporting, VLOOKUP, formulas)- Administration position so medical admin not necessarily a deal breaker. Good work ethic, independent worker and self -motivated. Previous experience working remotely.
Top 3 must-have hard skills stack-ranked by importance			1	Data Entry
			2	Microsoft Excel- Intermediate level
			3	Computer Skills
Candidate Review & Selection
Shortlisting process Candidate review & selection Interview information Onboard process and expectations			Projected Manager Candidate Review Date:			1-2 days post shortlisting
			Type of Interviews:			Virtual Interviews via Teams
			Required Testing or Assessment (by Vendor):			N/A
Next Steps
Do you have any upcoming PTO?			No
Colleagues to cc/delegate			Yvette De Leon- Jazmin Azua, Brenda Quinones