Associate Case Management Coordinator

For more than 80 years, Blue Cross and Blue Shield of Minnesota has been dedicated to providing quality, cost-effective health plans and unique health programs. We do this through innovation, leadership, community involvement and by staying true to our mission of making a healthy difference in people’s lives.

The Associate Case Management Coordinator (ACMC) role is designed to support the Health Management operations for medical, behavioral and wellness health programs. The ACMC’s support the health coaches by prioritizing and providing referrals to health coaches for member outreach and by completing administrative tasks that do not require clinical intervention. ACMC’s also have direct contact with members who self-enroll in clinical programs, and may also outreach to providers or hospitals on behalf of the health coaches when necessary. The ACMC role needs a functioning understanding of the eligible programs and processes, and will complete documentation in the systems within IHM.

* Prioritize program referrals/tasks through system work queue management, mailbox management, daily activity reports, incoming telephonic referrals and any other method deemed necessary for member program enrollment. 2. Review referrals for completeness of information and attempt to resolve when appropriate (eligibility information, accurate phone number, etc.) 3. Ensure coaches receive referrals or other information in a timely manner and according to established practices, workflow processes and departmental needs. Accurately apply specific guidelines, policies and procedures as authorized by health management. 4. Completes case documentation per process and regulatory standards within Health Management systems as necessary. 5. Complete outbound calls to providers and facilities as directed by coaches when necessary to verify discharge dates of members or to gather contact information. 6. Receive and route inbound calls from members, providers, customer service or other internal stakeholders per process. Maintain an outstanding level of service throughout all points of customer contact. 7. Recognize opportunities for improvement and initiate workflow changes in collaboration with leadership and staff. Demonstrate the ability to modify approach based on customer demands. Actively participate as a member of a team and provide input to assure that quality standards and continuous quality improvement activities are met. 8. Accept accountability for more complex assignments and special projects that require moderate to complex research, analysis and documentation skills. May assist team lead or manager with daily workload balancing and other work inventory assignment tasks.

- High School diploma or equivalent and 2 years customer service and /or related experience in health management, health insurance or medical/behavioral health industry. - Excellent time management skills - Demonstrated problem solving skills - Ability to effectively apply and demonstrate workflow instructions and successfully meet turn-around-time expectations. - Strong systems and applications skills including data entry and MS Office Suite skills. - Strong interpersonal and verbal and written communication skills; ability to express complex issues to individuals, groups, internal and external contacts, and write clear, concise and grammatically correct materials. - Demonstrated organizational skills and levels of productivity that meet/exceed established benchmarks - Positive, professional, service oriented behavior **Preferred Qualifications:** - Associate degree in business or health related field - Working knowledge of BCBSMN products and systems strongly preferred - Call center experience and training helpful for this position