Dedicated Care Coordinator – Overnight Schedule (Remote Jobs Hiring/Work from Home)

Job Responsibilities : Dedicated Care Coordinator – Overnight Schedule (Remote Jobs Hiring/Work from Home)

Salary : Competitive Salary

Company : Included Health

The Program  

Included Health offers a transformative care and case management model with our Dedicated Team model. Our program addresses the ongoing clinical needs of members with a robust, physician-led, multidisciplinary Included Health care team that supports a range of administrative and clinical needs. This high-touch, clinical care coordination and support service is offered to a specific population, from low/rising risk to high complexities and members with acute episodic needs.

The Role

We’re looking for someone who believes that each and every member deserves world-class service and goes above and beyond to make sure that service is delivered. Our Dedicated Care Coordinators have a demanding job, helping individuals navigate their healthcare, but the demands are worth the rewards. This is one of those rare opportunities where your work will help save lives and truly enrich others.

Dedicated Care Coordinators are the most visible representatives of our mission to raise the standard of healthcare for everyone. They work in collaboration and continuous partnership with our members, their family/caregiver(s), our clinical care team, and our support teams. The Dedicated Care Coordinator is responsible for consulting with members and determining their needs, assisting clinicians in developing care plans with health goals in mind, and coordinating relevant member services. If you’re a highly empathic, driven individual with a strong interest in making a real difference to people, we want to hear from you.

Our Dedicated Care Coordinators are on the front lines of our member care, and we need your detail oriented self to come and join the mission!

Answer inbound calls and chats from members, providers, and vendors on our dedicated lines, treating each with empathy and respect
Verify member’s account information including insurance and benefits navigation
Conduct provider matching to ensure members have in network (INN) providers and are of high quality
Complete related administrative tasks such as submitting letters to be sent to members and local providers, follow up calls to provider offices and members to confirm appointments, obtaining signed medical releases, faxing medical releases and clinical summaries to provider offices

Complete outbound related projects to high opportunity members
Coordinate care through team huddles as part of an interdisciplinary team to advocate on behalf of patients, care team, family/caregiver(s), payers, and community resources using care plan development and adherence
Consult with members and discuss their health goals and challenges in order to connect them to quality programs leading toward healthier outcomes, utilizing motivational interviewing/health coaching techniques

Attend ongoing training and courses to keep skills current with new developments in healthcare
Comply with organizational guidelines and health care laws and regulations
Enhance clinical outcomes for members by promoting timely access to appropriate care, increase utilization of preventative care and reducing emergency room utilization and hospital readmissions.

Qualifications / Skills:
Excellent customer service skills – our members are top priority and we are their advocates
Ability to multi-task and remain flexible in an ever changing environment
Excellent verbal skills are essential as you’ll need to explain our services with confidence, speak clearly, confidently, and have a friendly phone demeanor with the ability to anticipate needs
Effective time management, demonstrating high organization and attention to detail with tasks and deadlines

Exceptional business writing skills, including accurate spelling and grammar. Not only will you talk to people on the phone, you’ll communicate with members and doctors in writing as well
Proficiency with technology; experience with Google apps, Apple products, and customer relationship management software a plus
Ability to independently manage one’s own workload while maintaining quality targets, department metrics, and exceeding member expectations
Ability to work interdependently with resourcefulness when faced with challenges and opportunities to collaborate

Demonstrated ability to think critically and problem solve complex situations
Be empathetic. You’ll work with members and their families who are going through challenging times.
Ability to keep perspective, be empathetic, be efficient and reassure them that you can help is critical to the role
A sense of humor. We work hard. So we like to laugh a lot, too
Ability to work from a home office if needed
Acknowledges member’s rights on confidentiality issues, maintains member confidentiality at all times, and follows HIPAA guidelines and regulations

Proactively continues to educate self on providing quality care and improving professional skills
Education, Experience, and Licensing Requirements:
Office and/or customer service experience required
Familiarity with phone systems and being comfortable with communicating on the phones majority of the day
Previous experience with Mac products and Google platforms highly preferred
Credentialed or Licensed in medically related field preferred (i.e., Medical Assistant, Pharmacy Technician, Case Manager, Social Worker)

Bachelor’s degree or 5 years of relevant experience in healthcare or benefits/insurance organization is preferred, but not required
Familiarity with motivational interviewing or coaching desired
Knowledge about and connections to community health care and social welfare resources is preferred
This role is a remote opportunity. Due to HIPAA requirements, candidates must reside and work within the United States.

Available shift schedule listed below:

Tuesday – Saturday: 11pm-8am EST // 8pm-5am PST

Training Start Date is November 7, 2022.

Training will be for 5 weeks, Monday – Friday from 10a-7p EST // 7a-4p PST.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

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