Care Management Coordinator

Company :

Job Description : 

JOB SUMMARY
***** This Position is a Call Center Environment ************
This job performs accurate and timely processing of pre-certification requests for authorization of medically necessary health care services, at the appropriate level of care, based on the benefits for the line of business, and in compliance with the organization's policies, procedures and regulatory requirements. Documents, processes and routes requests for services to the nurse reviewer and other departments based on documentation procedures, including review type, clinical information, and decision timeframes. Follows policies and procedures to assure case completion and compliance with state and federal regulatory agencies. Maintains or exceeds department standards for call volume, response time and related production and quality measures.  May interact with other departments and providers to resolve cases.

ESSENTIAL RESPONSIBILITIES

• Proactively inform designated individuals of the status of work assignment to assure decision timeframes and notification requirements are met.
• Communicate effectively with Utilization Management Staff, providers, other internal and external customers and management.
• Route Cases Based on Established Guidelines.
• Provide accurate and timely routing of service requests to the nurse reviewer to assure that the decision and notification timeframes are in compliance with regulatory guidelines.
• Process service requests meeting established guidelines, and document and route requests that are not permitted.
• Request additional information verbally and in writing when the information provided is not adequate to make a medical necessity determination.
• Escalate appropriate cases to leadership that require a clinical review and/or other intervention.
• Assist with reporting as directed.
• Participate in precepting of new employees, as assigned.
• Maintain or exceed department call center standards.
• Adhere to line of business phone standards to assure regulatory requirements are met.

• Utilize phone functions to monitor the number of calls in queue and wait time.

• Utilize daily phone standard reports to assess opportunities for self-improvement.
• Meet or exceed standards for other production and quality measures.
• Other duties as assigned or requested.

EXPERIENCE

Required

• 3 years of experience in customer service
• 3 years of experience in typing, keyboard and computer skills
• 3 years of work experience in medical terminology

Preferred

• Work experience with ICD-9 and/or CPT coding

Skills

• Compliance with all regulatory agency requirements is essential as consequences could result in potential for sanctions up to possible contract termination for all product lines

EDUCATION

Required

• High School diploma / GED

Preferred

• Associates degree or certification in a health related occupation

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

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