Care Management Associate

Care Management Associate I

Job : 129229

Category: Utilization Review and Case Management

Department: UTILIZATION MANAGEMENT

Location: 50 Water Street, 7th Floor,
New York,
NY 10004

Job Type: Regular

Employment Type: Full-Time

Salary Range: $50,000.00 - $51,625.00

Empower. Unite. Care.

Metro Plus Health  is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

The Care Management Associate I (CMA), under the direction of the Vice President of Clinical Services, is responsible for the daily activities of member case intake, processing functions, and associated workflow, as well as for performing other duties associated with the coordination of member care as outlined and/or assigned by their manager.

• Receive service requests from providers and members via facsimile, provider portal, phone, and mail
• Receive in-coming calls, address the caller's needs (providers and members) and/or offer clarification on questions or concerns as related to policy & procedure and benefits
• Strive to provide first-call resolution to all callers
• Provide superior customer service to all providers and members
• Verify member eligibility and benefits utilizing IT system and/or ePACES
• Create and/or complete an authorization shell, generating a reference number
• Follow documented process flow and job aids to either process the authorization request to completion or direct request to clinical staff (Nurse or MD) for review:
  • Initiate requests via phone/facsimile for supporting documentation to determine medical necessity of requested services
  • Receive and process inbound correspondence to ensure it is associated with the correct member and contains adequate information for clinical review
  • Refer to RN or MD as indicated
  • Generate denial letters which relate to the member's ineligibility for services when appropriate
  • Follow guidelines for services which can be approved by the CMA under the direction of the Medical Director
  • Generate approval letters for members and providers, where applicable, utilizing the system's correspondence module, and selecting the correct letter template according to the members line of business
• Accurately document and enter data in IT system pertaining to the services requested, including correct member, provider, and clinical information such as service dates, diagnosis codes, service codes
• Work efficiently and diligently and meet minimal required performance expectations and quality requirements
• Assist co-workers and other staff as directed
• Participate in special projects as requested or required
• Participate in ongoing training and staff meetings to enhance job knowledge and skills, and to offer ideas towards the enhancement of the department's processes
• Participate in departmental quality improvement activities
• Perform other duties as assigned

• High School diploma or GED (General Equivalency Diploma)
• Bilingual Spanish (fluent)
• 1 to 3 years of experience in an administrative support role in either Utilization Management or Appeals
• Understanding of medical terminology including ICD-10 and CPT-4 codes preferred
• Call center or Customer Service experience preferred

Professional Competencies

• Integrity and Trust
• Customer Focus
• Functional/Technical Skills
• Written/Oral Communications
• Strong work ethic
• Efficiency and attention to detail
• Ability to research on the Internet
• Ability to communicate in English clearly
• Proficiency in using a computer

NYC Health and Hospitals offers a competitive benefits package that includes:>

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• Loan Forgiveness Programs for eligible employees
• College tuition discounts and professional development opportunities
• College Savings Program
• Union Benefits for eligible titles
• Multiple employee discounts programs
• Commuter Benefits Programs

#LI-REMOTE

#MPH-50