Case Coordinator (32408)

AllMed is looking for a detail-oriented Case Coordinator to join our team!

SUMMARY

The Case Coordinator is responsible for conducting high-volume outbound calls to healthcare providers and patients in support of case management operations. This role focuses on gathering timely information to facilitate turnaround times and support overall client service delivery. The ideal candidate is detail-oriented, professional on the phone, and comfortable navigating conversations with both clinical offices and patients. While the primary focus is outbound communication, this role offers the opportunity to expand into broader case support functions over time.

The hours for this position are Monday through Friday 10:00 AM to 6:30 PM EST

RESPONSIBILITIES:

• Conduct outbound calls to physician offices, healthcare providers, and patient to obtain required clinical and administrative information.
• Clearly communicate the purpose of the call and gather accurate, complete documentation needed for case processing
• Follow established call scripts and workflows
• Document all call interactions thoroughly and accurately within internal systems
• Performs quality assurance review of reports, correspondences, addendums, or supplemental reviews.
• Ensures clear, concise, evidence-based rationales have been provided in support of all recommendations and/or determinations.
• Ensures that all client instructions and specifications have been followed and that all questions have been addressed.
• Ensures each review is supported by clinical citations and references when applicable and verifies that all references cited are current and obtained from reputable medical journals and/or publications.
• Ensures the content, format, and professional appearance of the reports are of the highest quality and in compliance with company standards.
• Ensure that the appropriate board specialty has reviewed the case in compliance with client specifications and/or state mandates and is documented accurately on the case report.
• Verifies that the peer reviewer has attested to only the fact(s) and that no evidence of reviewer conflict of interest exists.
• Ensures the provider credentials and signature are adhered to the final report.
• Identifies any inconsistencies within the report and contacts the Peer Reviewer to obtain clarification, modification or correction as needed.
• Assists in resolution of customer complaints and quality assurance issues as needed.
• Ensures all federal ERISA and/or state mandates are always adhered to.
• Provides insight and direction to management on consultant quality, availability and compliance with all company policies and procedures and client specifications.
• Promotes effective and efficient utilization of company resources.
• Participates in various educational and or training activities as required.

• Performs other duties as assigned.

education AND/OR experience (Core 25-A)

High school diploma or equivalent required. A minimum of two years clinical or related field experience, or equivalent combination of education and experience. Knowledge of the insurance industry preferably claims management relative to one of more of the following categories: workers compensation, no-fault, liability, and/or disability.

CERTIFICATES, LICENSES, REGISTRATIONS (Core 25-C)

No specific requirements.

PROFESSIONAL COMPETENCIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS

• Must have strong knowledge of medical terminology, anatomy and physiology, medications and laboratory values.
• Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals; Ability to compute rates and percentages.
• Must be a qualified typist with a minimum of 40 W.P.M
• Must be able to operate a general computer, fax, copier, scanner, and telephone.
• Must be knowledgeable of multiple software programs, including but not limited to Microsoft Word, Outlook, Excel, and the Internet.
• Must possess excellent skills in English usage, grammar, punctuation and style.
• Ability to accurately follow instructions and respond to directions from upper management.
• Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met.
• Must demonstrate exceptional communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
• Must be able to work independently, prioritize work activities and use time efficiently.
• Must be able to maintain confidentiality.
• Must be able to demonstrate and promote a positive team-oriented environment.
• Must be able to stay focused and concentrate under normal or heavy distractions.
• Must be able to work well under pressure and or stressful conditions.
• Must possess the ability to manage change, delays, or unexpected events appropriately.
• Demonstrates reliability and abides by the company attendance policy.
• Must maintain a professional and clean appearance at all times consistent with company standards.

LANGUAGE SKILLS

• Ability to read, analyze and interpret common correspondence, medical records, itemized billing statements and legal contracts and documents.
• Ability to write clearly and informatively to all required audiences and edit own work for appropriate spelling and grammar.
• Ability to respond appropriately and professionally to all inquiries or complaints from clients, physicians, upper management, regulatory agencies, and/or members of the business community.

• Sitting 8 hours per day
• Walking and standing for brief periods
• Occasionally climbing one or more flight of stairs
• Occasionally lifting and/or carrying up to 10 lbs.
• Occasionally pushing/pulling up to 10 lbs.
• Occasionally subject to bending, squatting or twisting.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Extended hours are occasionally required beyond the regular eight (8) hour work day.
• The noise level in the work environment is usually moderate.