To respond to member and provider inquiries regarding case management telephonically.
Ensures that callers’ questions and/or problems are resolved or are directed to the appropriate
person for resolution and/or entered as a referral for case management while providing the
highest level of customer service.

▪ Supports the Care Coordination Department by answering the ACD telephone line,
determining call urgency and routing calls appropriately
▪ Responds to member and provider issues and questions received through the Care
Coordination ACD line.
▪ Provides excellent customer service and communicates with others in accordance with
PHC standards and expectations.
▪ Communicates clearly and effectively through all mediums of communication with
members, providers, vendors, community partners, and PHC employees.
▪ Responds to inquiries in a timely manner
▪ Documents calls as appropriate.
▪ With direction, initiates and processes referrals to appropriate programs in accordance
with department policies, and communicates referral outcomes to referral source.
▪ Works with internal departments, providers, and external organizations to resolve issues
as needed.
▪ Manages the Care Coordination regional helpdesk and routes emails or enters referrals
appropriately
▪ Other duties as assigned

Secondary Duties and Responsibilities
▪ Provide support and assistance to coordinators and health care guides as needed.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$28.94 - $34.00

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.