The Member and Recipient Services Coordinator provides a broad range of customer service functions to individuals that contact the MCO Call Center. MARS staff provide education regarding managed care, tailored plans, resources, services, benefit plans, service definitions, medical services, behavioral health services, DME, vision, and transportation services. MARS staff understand and clearly convey the variations and differences between Medicaid contract plans and state -funded services. MARS staff assure members/recipients/guardians seeking routine services are referred to services or are transferred to licensed clinicians for clinical screening and triage. Staff recognize and record consumer, provider, and stakeholder grievances.
This position is full-time remote opportunity. The selected candidate must reside in North Carolina.
Responsibilities & Duties
Member and Recipient Education
Receive calls from members, recipients, and community stakeholders
Provide education to callers regarding all areas of MCO functions
• Availability and appropriateness of contracted providers
• General information about managed care and NC Medicaid Tailored Plans
• General information about state-funded services and NC Medicaid Direct
• Benefit plans and member/recipient eligibility for services
• Choosing and changing member PCPs
• Choosing and changing AMH+ and care management entities
• Role and expectation of care management entities
• Grievance and complaint procedures
• Navigating the Alliance Health website and member portal
• Eligibility and scheduling transportation
• Eligibility and referral for value added services
Call Management
Engage in appropriate call management, based on information gathered, that may include, among other things:
Escalation of urgent and emergent calls to a licensed clinician
Complete routine screening and referral a timely manner
Records grievances resolved and/or pending resolution
Use standardized decision tools to effectively route calls as needed
Ensure that I/DD service requests are triaged correctly and referred to I/DD Access Coordinators
Receive, answer and record provider inquiries in MCO tracking system
Assist callers with addressing obstacles to accessing care and identifies available resources
Engage in follow-up activities to ensure consumers where seen for scheduled assessments and schedule aftercare appointments
Route incoming calls to appropriate Tailored Plan departments when inquiries cannot be adequately addressed at the Call Center level
Reschedule missed appointments
Document all incoming call activity in the appropriate software program
Customer Service
Report patterns of atypical call and service seeking patterns to supervisor
Maintain calm, helpful, appropriate demeanor and decision-making for all callers, regardless of presentation
Continue work efforts without interruption while managing technological
disruptions and outages
Simultaneously operate and navigate a multi-function phone system with multiple software programs while managing caller needs; serially operate and navigate multiple software programs in course of all duties
Read, integrate, and adapt procedural tasks in a rapidly changing, paperless work environment
Work independently to prioritize tasks and maintain idle status in call queue during high call volume and/or low staffing periods
Simultaneously operate and navigate a multi-function phone system with multiple software programs while managing caller needs; serially operate and navigate multiple software programs in course of all duties
Thoroughly train incoming staff to job duties and provide additional training to staff throughout clinical operations in the functions of the call center
Interact with community services orally while receiving information orally and in writing via IM, when called upon to do so
Engage interpreter services when needed and adjust communication accordingly
Perform job functions during inclement weather and on assigned holidays
Master troubleshooting of hardware and multiple software programs, including security protocols, VPN, and software behind the firewall
Maintain basic office skills such as navigating software, searching relational databases, and entering data accurately and efficiently
Other duties as assigned by supervisor
Minimum Requirements
Bachelor’s degree in a Human Services or related field and a minimum of four (4) years of experience in a community, business or governmental program that delivers mental health support services (e.g., adults with mental illness, children with severe emotional disturbance, persons with developmental disabilities, adults and children with substance abuse disorders). Individual must be Bilingual in Spanish and English. Testing before hire will be required.
Preferred: Master’s degree and clinical experience preferred.
Knowledge, Skills, & Abilities
Knowledge of the six-county area and its human services agencies, community resources, churches, schools, and related organizations that provide services to clients and their families
Knowledge of TP care management programs.
Knowledge of state and federal client rights protection statues, regulations, and applicable laws
Effective written and oral communication skill, interpersonal skills, excellent customer service skills
Ability to analyze oral and written information to identify rights protection complaint issues
Ability to multitask, manage time, prioritize work, and use problem-solving approaches
Ability to coordinate effectively with staff from various agencies
Ability to read, analyze, and interpret regulations, policies, and procedures to service providers
Ability to execute work plans and coordinate work effectively
Ability to operate computer equipment and generate reports and records
Proficient in using basic computer programs, internet.
Ability to learn specific data programs used for call center tracking
Ability to triage caller needs for urgency and resolve issues in a calm and supportive manner
Ability to perform in a fast paced, ever changing and often high stress environment
Salary Range
$25 - $31.88/hourly
Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.
An excellent fringe benefit package accompanies the salary, which includes:
Medical, Dental, Vision, Life, Long Term Disability
Generous retirement savings plan
Flexible work schedules including hybrid/remote options
Paid time off including vacation, sick leave, holiday, management leave
