Massachusetts Jobs

Why This Role is Important to Us:

Commonwealth Care Alliance's (CCA) Care Planning Unit (CPU) is primarily responsible for developing and ensuring adherence to high quality, member-centric care plans through timely execution of community-based assessments for SCO and One Care CCA members and ongoing tracking and monitoring.

The Scheduling Coordinator is part of a team responsible for telephonic outreach to CCA members with the goal of scheduling an appointment for a comprehensive health needs assessment. The Scheduling Coordinator also provides administrative support to Care Planning Operations and works closely with nurse assessors to enable them to meet with members in the most efficient way possible. Individuals in this role must be exceptional in their ability to connect with members virtually, successfully engaging scheduling an appointment for an office or in-home meeting with a nurse who will assess member needs and create a plan for member services, and must have analytic and common sense ability to schedule geographically efficient visits.

The Scheduling Coordinator is part of the Care Planning Unit, and reports to the CPU Operations Manager.

What You'll Be Doing:

* This position covers Amesbury, Beverly, Boxford, Byfield, Danvers, Essex, Georgetown, Gloucester, Broveland, Ipswich, Magnolia, Manchester by the Sea, Marblehead, Merrimac, Middleton, Newbury, NewburyPort, North Reading, Peabody, Rockport, Rowley, Salem, Salisbury, South Hamilton, Swampscott, Topsfield, Wenham, West Newbury

• Places or answers a prescribed number of calls per day to make or confirm home or office visit appointments.

• Meets successful appointment expectations in addition to call volume expectations.

• Works with Member Services to arrange for member transportation when needed.

• Communicates with CPU nurses regarding schedule, cancellations and important information regarding special conditions or directions needed to meet members.

• Handles incoming and outgoing calls in a courteous manner while communicating the importance of the care planning visit.

• Accurately documents call attempts and scheduling information.

• Becomes familiar with Massachusetts town geography to create daily schedules for care planning nurses that minimize travel time.

• Works with Scheduling Team to achieve maximum results connecting with members and achieving team goals for successful appointments.

• During scheduled periods, provides administrative support to the Care Planning operation by preparing outreach packets, scanning documents into medical records, and updating member information in databases.

• Maintains member confidentiality at all times.

• Conduct test calls via telehealth technologies (video, chat, etc.) to support CCA members and enable successful telehealth appointments.

• Additional duties as requested by supervisor

What We're Looking For:

Required:

Associate's Degree or equivalent experience

Preferred:

Bachelor's Degree preferred

Required:

• Two years work experience

• Prior customer service work experience required

Preferred:

• Experience in a health care environment preferred

• Customer service experience is preferably in a contact/call center environment; retail/sales experience acceptable

• Experience with electronic medical record strongly preferred (eCW a plus)

Required:

• Strong communication, interpersonal and team skills

• Ability to exercise judgment in dealing with sensitive, confidential information

• Ability to learn new information and processes rapidly

• High level of comfort working with an ethnically diverse group of people with disabilities

• Ability to exercise judgment in dealing with sensitive, confidential information

• Detail-oriented with the ability to enter information accurately into electronic systems

• Ability to handle a high volume of calls and switch between multiple tasks and systems

• Willing to learn and utilize telehealth technologies (video, chat, etc.) to support CCA members and enable successful telehealth appointments, when appropriate.

Required:

English

Preferred:

Bilingual preferred. Bilingual in Spanish, Vietnamese, Portuguese or Russian very desirable

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Please note employment with CCA is contingent upon acceptable professional references, a background check (including Mass CORI, employment, education, criminal check, and driving record, (if applicable)), an OIG Report and verification of a valid MA/RN license (if applicable). Commonwealth Care Alliance is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws.