The Care Coordination Customer Service Representative (Care Coordination CSR) supports Cook County Health & Hospitals System (CCHHS) care coordination by facilitating access to services, providing information and supporting linkages with care coordination. The Care Coordination CSR works to understand the caller's issue and determine an approach that is suitable to the patient. The Care Coordinator CSR escalates cases that require supervisory or clinical input. The CSR works to maintain a professional, courteous and customer-focused demeanor at all times. (multiple vacancies)
This position is exempt from Career Service under the CCHHS Personnel Rules.
Typical Duties
Responds to phone calls from those looking for assistance for CCHHS care coordination and managed care activities. Listens closely to the request from the patient/member and repeats it back to the member.
Consults CCHHS or County Care resources when necessary to address the needs identified by the patient. Effectively uses social services and managed care organization resources that are available to support telephonic interaction.
Uses the care management system efficiently to record the nature of the interactions with the member and the actions taken.
Supports communication by using messaging function to obtain additional resources and support for the member from care coordination team, medical home or other service providers.
Makes appointments for the member if indicated.
Keeps abreast of changes in the health system and incorporates such information in daily work.
Performs outreach to County Care members/CCHHS patients as requested.
Screens patients to identify any additional needs and refers to Care Coordinators.
Contacts staff when they are not available for a phone call. Verifies the information contains accurate phone numbers, location with addresses, and relevant information related to the reason for the call.
Answers caller's general questions.
Meets departmental standards for calls answered and quality audit score.
Participates in workgroups and task forces as requested .
Minimum Qualifications
High School Diploma or GED is required (must provide proof at time of interview)
Three (3) years of telephonic support in a health care environment, i.e. in call center, in a doctor's office, in a clinic setting, insurance company is required
Experience working with electronic record system(s) is required
MUST MEET MINIMUM REQUIREMENTS AT TIME OF APPLICATION FILING
Preferred Qualifications
Spanish speaking
Managed care experience
Cerner scheduling experience
Knowledge, Skills, Abilities and Other Characteristics
Knowledge of Medicaid and other insurance plan processes and regulations
Strong oral communication and listening skills
Ability to effectively prioritize
Ability to maintain a professional, friendly, and customer-focused demeanor in a stressful environment.
Ability to help members understand importance of a consistent source of care at medical home
Ability to effectively integrate new content into workflows
Focuses on accomplishments of the team.
VETERAN PREFERENCE
PLEASE READ
When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service.
To take advantage of this preference a Veteran must :
Meet the minimum qualifications for the position.
Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, "Are you a Military Veteran?"
Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11).
Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable
OR
A copy of a valid State ID Card or Driver's License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.
If items are not attached, you will not be eligible for Veteran Preference
VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER'S LICENSE AT TIME OF INTERVIEW.
Benefit Package
Medical, Dental, and Vision Coverage
Basic Term Life Insurance
Pension Plan
Deferred Compensation Program
Paid Holidays, Vacation, and Sick Time
You may also qualify for the Public Service Loan Forgiveness Program (PSLF)
Degrees awarded outside of the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.
*Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.
*CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.
COOK COUNTY GOVERNMENT IS AN EQUAL OPPORTUNITY EMPLOYER
ABOUT COOK COUNTY HEALTH (CCH)
The Cook County Health’s mission is to deliver integrated health services with dignity and respect regardless of a patient’s ability to pay; foster partnerships with other health providers and communities to enhance the health of the public; and advocate for policies that promote the physical, mental and social wellbeing of the people of Cook County.
CCH is comprised of two hospitals, John H. Stroger, Jr. Hospital and Provident Hospital, a robust network of more than a dozen community health centers, the Ruth M. Rothstein CORE Center, the Community Triage Center, the Cook County Department of Public Health, Cermak Health Services, which provides health care to individuals at the Cook County Jail and the Juvenile Temporary Detention Center, and CountyCare, a Medicaid managed care health plan.
The system cares for more than 300,000 patients each year and its physicians are experts in their fields, committed to providing their patients with comprehensive, compassionate and cutting-edge care. Today, CCH is transforming the provision of health care in Cook County by promoting community-based primary and preventive care, growing an innovative, ...collaborative health plan and enhancing the patient experience.
COOK COUNTY HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER
