This position is responsible for supporting the employer, commercial or health plan businesses with coordination of services. Responsible for locating available providers, facilities and scheduling appointments for clients related to EAP or Health Plan Services, outpatient managed care appointments and higher level of care bed searches. Completes requests for organizational and employee services to include, but not limited to scheduling: worksite and virtual trainings, customer training, critical incident response, single care agreements, crisis calls, webinars, health fairs, mindfulness, and other related presentations, or support services.
Links clients to appropriate services, information and materials within the community by conducting Community Resources searches.
Uses independent judgement to understand the logistics of available timeslots and if the location, distance and/or time of available appointments is a reasonable distance/timeframe to book an appointment.
Troubleshoots for client and/or business unit when an appropriate provider, type of service, or appropriate level of care cannot be readily found.
Completes service documentation accurately and timely in appropriate systems in accordance with policy/regulatory standards.
Assists in efforts to continuously improve by identifying inefficiencies and sharing ideas with management on how to better implement more efficient, more effective processes and/or procedures to provide better service to our clients.
Participates in activities as requested that help improve Shared Services overall performance and contribute to a high- performance team.
Demonstrates flexibility in areas such as job duties and scheduling to better serve members and help the company achieve its business and operational goals.
Meets and adheres to attendance and schedule, production and performance metrics, and quality goals.
Demonstrates respect, sensitivity, confidentiality, and understanding for the client's circumstance while maintaining professionalism.
Remains responsible for updating self on ever changing laws, policies and service delivery information to ensure accuracy when dealing with members and providers and procedures.
Assumes responsibility for self-development and career progression. Proactively seeks and participates in ongoing training (formal and informal) in all aspects of the role.
Adheres to professional standards as outlined by protocols, rules and regulations and our code of conduct.
All other duties as assigned.
Appointment Search:
Locates and coordinates all aspects of member provider appointments (urgent, routine, etc.) in compliance with individual company contractual requirements.
Reviews client eligibility, benefits and/or authorizations prior to scheduling services.
Locate member community resources
Locate 'higher level of care' placements (i.e., detox bed)
Compile medical vendor lists
Engage in live website 'chats' with members and providers
Customer Training:
Coordinates training requests with training team, account management, and customers.
Consults to ensure request and details meet customer expectations.
Hires trainers to meet parameters of customer training requests (time, location, topic, etc.).
Coaches trainers as needed.
Ensures trainers, account management and customers have resources and materials necessary to deliver training.
Maintains trainer network, screens new trainers, monitors trainer performance, and updates records.
Maintains training materials by updating listings in systems, codes for organization, applying custom branding, and providing utilization data.
Provides and supports reporting on customer satisfaction surveys and monthly/quarterly reporting.
Critical Incident Response (CIR) and Health Fairs:
Coordinates CIR/Health Fair requests with CIR team, account management, and customers.
Consults to ensure request and details meet customer expectations.
Hires providers to meet parameters of customer requests primarily with short TAT (time, location, intervention, etc.).
Coaches providers as needed.
Ensures providers, account management and customers have resources and materials necessary to deliver services.
Ensure appropriate pass off to 'after hours' teams for timely and accurate service fulfilment.
Other Job Requirements
Responsibilities
2+ years of Call Center, customer service or shared services.2+ years of experience in a managed care environment, integrated medical & behavioral health care.Understanding of plan benefit structures, psychiatric terminology, medical terminology, and local communication resources.Knowledge of EAP/managed care business and service delivery.Possess service excellence attitude.Strong data entry and telephone skills.Working knowledge of Microsoft Office and ability to learn and utilize software applications.Excellent listening, comprehension, communication (verbal and written) problem solving and customer service skills.Experience handling high volume calls while maintaining a calm and friendly demeanor.Ability to maintain a flexible schedule.
General Job Information
Title
Shared Services Coordinator
Grade
19
Work Experience - Required
Clinical, Customer Service, Healthcare
Work Experience - Preferred
Education - Required
GED, High School
Education - Preferred
Associates
License and Certifications - Required
License and Certifications - Preferred
CEAP - Certified Employee Assistance Professional - Care Mgmt
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.
Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition as well as employee unity. Magellan is a place where you can thrive.
Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
Magellan is committed to meeting applicable Federal labor and employment law posting requirements by providing necessary posters in a format which is easily accessible and conspicuous to all applicants. Copies of applicable posters are accessible by clicking here (https://www.magellanhealth.com/media/760295/mg-federal-contractors-applicant-english.pdf) .
Warning: Employment Scam
It has come to our attention that a false representative is contacting potential candidates and offering them work at home positions with Magellan Health. -Interviews- are conducted completely through email and the false job offer includes the promise of a check to be issued to the candidate for the purposes of setting up a home office.
Please know that Magellan Health does not interview any candidate through email, nor do we issue checks to candidates to set up home offices. All of our available positions are posted on legitimate job boards and our recruitment team directly contacts candidates should there be a fit.
If you suspect you are being contacted by a false representative of Magellan Health, please call 410-953-2911
