Description
The Care Management Support Assistant 2 contributes to administration of care management. Provides non-clinical support to the assessment and evaluation of members' needs and requirements to achieve and/or maintain optimal wellness state by guiding members/families toward and facilitate interaction with resources appropriate for the care and wellbeing of members. The Care Management Support Assistant 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
Responsibilities
Effectively answer inbound calls on the TRICARE Autism Care Demonstration utilizing available resources. Address customer needs, which may include complex benefit questions, issue resolution, and beneficiary & provider education. Resolve customer service issues in a professional and courteous manner. Effectively communicate information with internal and external customers. Must also have exceptional verbal & written communication skills and the ability to discuss issues with customers (beneficiaries & providers). These types of communication may include telephony, secure email, web chat, co-browse, etc. Prioritize workload to continuously answer incoming calls and maintain established schedules and deadlines. Utilize information systems for maintenance and reporting issues. Ability to problem solve to address concerns and issues regarding services provided under the ACD. Support case management by coordinating services and researching necessary resources to support the beneficiary and increase access to services within required timeframes; receive and direct incoming phone calls to the appropriate CM to address beneficiary concerns and needs. Conduct outreach to ensure beneficiaries have appointments, document if they are choosing to see providers with wait lists, and look for trends in states where access issues need to be addressed.
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