CareScout Care Coordination Support Specialist in Waltham, Massachusetts
The Care Coordination Specialist will have responsibility for coordinating all aspects of face to face, long term care insurance assessments which occur between policyholders and the assessing nurses (FieldScouts). The face to face assessment is a critical component of the Long-Term Care Insurance claims process for determining benefit eligibility. RESPONSIBILITIES The Care Coordination Specialist will primarily be interacting with the policyholder and the assessing nurse to: ? Contact and orient the policyholder on what is going to happen and how to prepare. ? Collect dates/times when the policyholder will be available for the visit to happen. ? Search for nurses in the policyholder's area who are in our network, who can meet the desired availability of the policyholder, to go to the policyholder's home to perform the assessment. ? Source new nurses into our network, as needed, which includes searching, cold calling, negotiating rates, and obtaining signed contracts. ? Confirm the scheduled visit with the policyholder and the FieldScout. ? Send blank assessment documents to the FieldScout and remind them of the visit the day before. ? Follow up with the FieldScout after the visit to ensure timely receipt of the completed documents. ? Communicate with the insurance carrier when there are delays in the process. ? Reschedule visits when necessary. ? Managing all aspects of your assigned caseload, within contractual service level guidelines as defined by each customer relationship. ? Participate in phone queue and fielding inbound calls and updates to cases that may belong to other team members. BASIC QUALIFICATIONS ? College graduate or 2-3 years of experience in a high-volume time constrained environment. ? Proficient with computer applications such as MS Office, email, desktop faxing and other office procedures. ? Proven ability to multi task and manage complex caseloads. ? Excellent communication skills, including the ability to respond and resolve customer concerns. ? Detail oriented. ? Strong ability to work independently and prioritize. ? Team oriented. PREFERRED QUALIFICATIONS ? Prior experience in a job where coordination of activities was a primary function. ? Experience in long term care insurance or any claims related insurance function.