Overview: Responsibilities:

• 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

Partnership standards and expectations.

• Communicates clearly and effectively through all mediums of communication with

members, providers, vendors, community partners, and Partnership 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

Qualifications:

• 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.