This position is responsible for supporting the employer, commercial or health plan businesses with coordination of services. Responsible for locating available providers, facilities and scheduling appointments for clients related to EAP or Health Plan Services, outpatient managed care appointments and higher level of care bed searches. Completes requests for organizational and employee services to include, but not limited to scheduling: worksite and virtual trainings, customer training, critical incident response, single care agreements, crisis calls, webinars, health fairs, mindfulness, and other related presentations, or support services.

• Links clients to appropriate services, information and materials within the community by conducting Community Resources searches.

• Uses independent judgement to understand the logistics of available timeslots and if the location, distance and/or time of available appointments is a reasonable distance/timeframe to book an appointment.

• Troubleshoots for client and/or business unit when an appropriate provider, type of service, or appropriate level of care cannot be readily found.

• Completes service documentation accurately and timely in appropriate systems in accordance with policy/regulatory standards.

• Assists in efforts to continuously improve by identifying inefficiencies and sharing ideas with management on how to better implement more efficient, more effective processes and/or procedures to provide better service to our clients.

• Participates in activities as requested that help improve Shared Services overall performance and contribute to a high- performance team.

• Demonstrates flexibility in areas such as job duties and scheduling to better serve members and help the company achieve its business and operational goals.

• Meets and adheres to attendance and schedule, production and performance metrics, and quality goals.

• Demonstrates respect, sensitivity, confidentiality, and understanding for the client’s circumstance while maintaining professionalism.

• Remains responsible for updating self on ever changing laws, policies and service delivery information to ensure accuracy when dealing with members and providers and procedures.

• Assumes responsibility for self-development and career progression. Proactively seeks and participates in ongoing training (formal and informal) in all aspects of the role.

• Adheres to professional standards as outlined by protocols, rules and regulations and our code of conduct.

• All other duties as assigned.

Appointment Search:

• Locates and coordinates all aspects of member provider appointments (urgent, routine, etc.) in compliance with individual company contractual requirements.

• Reviews client eligibility, benefits and/or authorizations prior to scheduling services.

• Locate member community resources

• Locate ‘higher level of care’ placements (i.e., detox bed)

• Compile medical vendor lists

• Engage in live website ‘chats’ with members and providers

Customer Training:

• Coordinates training requests with training team, account management, and customers.

• Consults to ensure request and details meet customer expectations.

• Hires trainers to meet parameters of customer training requests (time, location, topic, etc.).

• Coaches trainers as needed.

• Ensures trainers, account management and customers have resources and materials necessary to deliver training.

• Maintains trainer network, screens new trainers, monitors trainer performance, and updates records.

• Maintains training materials by updating listings in systems, codes for organization, applying custom branding, and providing utilization data.

• Provides and supports reporting on customer satisfaction surveys and monthly/quarterly reporting.

Critical Incident Response (CIR) and Health Fairs:

• Coordinates CIR/Health Fair requests with CIR team, account management, and customers.

• Consults to ensure request and details meet customer expectations.

• Hires providers to meet parameters of customer requests primarily with short TAT (time, location, intervention, etc.).

• Coaches providers as needed.

• Ensures providers, account management and customers have resources and materials necessary to deliver services.

• Ensure appropriate pass off to ‘after hours’ teams for timely and accurate service fulfilment.

  Other Job Requirements

Responsibilities

2+ years of Call Center, customer service or shared services.

2+ years of experience in a managed care environment, integrated medical & behavioral health care.

Understanding of plan benefit structures, psychiatric terminology, medical terminology, and local communication resources.

Knowledge of EAP/managed care business and service delivery.

Possess service excellence attitude.

Strong data entry and telephone skills.

Working knowledge of Microsoft Office and ability to learn and utilize software applications.

Excellent listening, comprehension, communication (verbal and written) problem solving and customer service skills.

Experience handling high volume calls while maintaining a calm and friendly demeanor.

Ability to maintain a flexible schedule.

General Job Information

Title

Shared Services Coordinator

Grade

19

Work Experience - Required

Clinical, Customer Service, Healthcare

Work Experience - Preferred

Education - Required

GED, High School

Education - Preferred

Associate

License and Certifications - Required

License and Certifications - Preferred

CEAP - Certified Employee Assistance Professional - Care Mgmt

Salary Range

Salary Minimum:

$37,725

Salary Maximum:

$56,595

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.