Clinical Support Coordinator

Location

Kansas | United States

Job description

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our mission - and our passion - is to improve the lives of the members we serve and be the ideal partner for our providers.

Lucet's unique combination of people and technology has proven to optimize access to behavioral health care providers and increase a health plan's ability to connect members to quality care. With the industry's largest network of care navigators and technology powered by more than six million assessments and more than 20 years of data, Lucet is the only solution proven to successfully identify and connect people across the entire acuity spectrum with the right care in less than five days on average, and often as little as one day.

Our members, providers and partners fully entrust us to deliver outstanding quality care through coordinated behavioral health services, employee assistance programs, organizational consulting, student well-being programs and more.

When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.

Job Summary

The Clinical Support Coordinator (CSC) provides administrative support for the Utilization Management and Care Management teams with a focus on strong member and provider experiences. The CSC is one of the first lines of support a member will receive. The CSCs primary responsibility is the continuous engagement of members through the management of phone calling queues and outreach. The ability to answer administrative questions from members and providers in order to facilitate connections to care is a primary function of this role. Additional tasks include ensuring members are connected to the right internal team members, facilitating member and provider communications and the processing of authorization requests. The ability to engage members is primary to the following tasks: member and provider post-discharge stabilization outreach calls, scheduling aftercare appointments for members being discharged from higher levels of treatment, Gaps in care (Gaps) closure calls, and researching specialty community resources for referrals.

Essential Functions

• Take initial calls from members and providers, answer administrative questions, and facilitate connections to the appropriate department or staff
• Responsible for taking clinical data from facilities via phone and triage to appropriate Utilization Management staff for clinical review
• Assist providers/facilities with access to on-line portal to submit clinical data
• Create member and dependents lines of coverage based on eligibility
• Utilize other client platforms to enter authorizations and/or research prescriptions, claims and providers
• Assist with managing group to-do list and process authorizations that are referred for non-clinical reasons.
• Responsible for activities including facilitating connections with appropriate program staff, conducting outreach calls for enrollment in programs, post-discharge follow-ups, and providing information or authorization details and referrals for members and providers.
• Assist members by addressing barriers to adhering to after care plans, assisting with problem resolution and coordinating with all departments within Lucet, facilities and providers to promote effective, efficient care for NDBH members.
• Promotes quality service delivery and effective discharge planning for optimal member health outcomes as well as support to members in transition from higher levels of service to community services
• Coordinate with Network Operations staff to facilitate access to providers in the member's area
• Coordinate with Network Operations staff to add providers/facilities to internal medical record system
• Conduct post-hospitalization follow-up calls and assist with care coordination and access to community resources including scheduling 7-day aftercare appointments and assisting with addressing barriers to adhering to aftercare plans, e.g. social determinant of health issues such as transportation, prescriptions, etc.
• Provide information to members and providers regarding mental health and substance abuse benefits, community resources, mental health managed care programs, and Lucet's services, policies and procedures
• Conduct outreach calls to members for engagement in program services or gap closure activities
• Facilitate Utilization and/or Care Managers involvement as needed for high-risk follow-up.
• Facilitates communications including letters and faxes to members and providers to support clinical department needs
• Provides education to facilities, providers and members about the care management and utilization processes
• Provides follow-up calls to members and providers as needed and as assigned by Manager or Supervisor
• Participates in staffing and other meetings and trainings upon management request
• Provides administrative support services to clinical staff and in meetings and committees as needed
• Obtains and/or maintains on-going education and certifications as required by Lucet
• Adheres to Lucet Mission Statement, Core Values, Code of Business Conduct and Compliance Program
• Complies with all Federal and applicable State laws and Lucet policies regarding privacy, confidentiality and security of health information and other designated information

Job Qualifications

Required

• Bachelor's degree in Social Work, Psychology or related healthcare field and three (3) or more years of experience in a health care, managed care and/or customer service setting; OR high school diploma and five (5) or more years of experience in a health care, managed care and/or customer service setting
• Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing), including the ability to document while simultaneously while taking information over the phone
• Excellent written and verbal communication, interpersonal, and organizational skills

Preferred

• Bachelor's degree and five (5) or more years of experience in a health care, managed care and/or customer service setting
• Familiar with behavioral health/medical terminology
• Bilingual (English and Spanish)

Key Competencies

• Engaging and friendly demeanor in response to all situations regardless of the nature or circumstances of the situation
• Self-motivated and the ability to assume a collaborative role in ensuring that all objectives are met
• Ability to work independently and prioritize assignments to meet team objectives/goals
• Able to manage multiple tasks in a fast-paced, changing environment
• Ability to work within a collaborative, team-oriented environment

Working Conditions

• Identify the working conditions and physical demands that relate directly to the essential job duties and responsibilities to be compliant with the Americans with Disabilities Act. Describe the type, intensity (how much), frequency (how often), and duration (how long) of physical or mental capabilities required.
• Work is performed indoors in a remote, home setting or typical office environment - not substantially exposed to adverse environmental conditions.
• Frequent exposure to VDT screens, video calling, headphones, and computers.
• Physical demands include constant ability to remain in a stationary position, move about inside an office or remote setting, able to communicate and exchange information with others, able to inspect information, and able to perform repetitive motion with arms and fingers.
• Mental demands include constant ability to interpret data, problem solve, make decisions, and organize and plan.

Salary and Other Compensation:

The starting salary that Lucet reasonably expects to pay for this position ranges from $19.00 - $21.00 per hour, depending on circumstances including an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.

This position is eligible for a bonus in accordance with the terms of Lucet's incentive plan based on both company performance and individual performance.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical, Dental, Vision, 401(k) with competitive employer match, company paid life and disability insurance, company paid gym access, tuition reimbursement, parental leave, PTO (vacation, sick and volunteering), Remote Work.

This position will accept and review new applications and resumes no less than 7 days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.

Job tags

Salary

$19 - $21 per hour