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Scheduling Coordinator
Spanish Preferred; French Haitian Creole Preferred; Vietnamese Required; Russian Preferred

Commonwealth Care Alliance is a rapidly growing nonprofit organization providing integrated health care and social support services to people with complex medical needs. Our patients are seniors and persons with disabilities covered under Medicaid or both Medicaid and Medicare. Our innovative care model is nationally recognized for its effectiveness in improving health outcomes for these vulnerable populations.

Our unique care model is empowering for our employees as well as our members. Whether you are a clinical or administrative professional, all of us at Commonwealth Care Alliance receive the satisfaction of knowing our work truly makes a difference. We enjoy a company culture of passionate advocacy in a supportive work environment with opportunities for growth and learning, competitive salaries, and a generous and comprehensive benefit package
Commonwealth Care Alliance’s (CCA) Care Planning Unit (CPU) is primarily responsible for developing and ensuring adherence to high quality, member-centric care plans through timely execution of community-based assessments for SCO and One Care CCA members and ongoing tracking and monitoring.

The Scheduling Coordinator is part of a team responsible for telephonic outreach to CCA members with the goal of scheduling an appointment for a comprehensive health needs assessment. The Scheduling Coordinator also provides administrative support to Care Planning Operations and works closely with nurse assessors to enable them to meet with members in the most efficient way possible. Individuals in this role must be exceptional in their ability to connect with members virtually, successfully engaging scheduling an appointment for an office or in-home meeting with a nurse who will assess member needs and create a plan for member services, and must have analytic and common sense ability to schedule geographically efficient visits.
Preference for Vietnamese speaking person

Key Responsibilities:
• Places or answers a prescribed number of calls per day to make or confirm home or office visit appointments.
• Meets successful appointment expectations in addition to call volume expectations.
• Works with Member Services to arrange for member transportation when needed.
• Communicates with CPU nurses regarding schedule, cancellations and important information regarding special conditions or directions needed to meet members.
• Handles incoming and outgoing calls in a courteous manner while communicating the importance of the care planning visit.
• Accurately documents call attempts and scheduling information.
• Becomes familiar with Massachusetts town geography to create daily schedules for care planning nurses that minimize travel time.
• Works with Scheduling Team to achieve maximum results connecting with members and achieving team goals for successful appointments.
• During scheduled periods, provides administrative support to the Care Planning operation by preparing outreach packets, scanning documents into medical records, and updating member information in databases.
• Maintains member confidentiality at all times.
Secondary Responsibilities Additional duties as requested by supervisor
Minimum Education Required Associate's Degree or equivalent experience
Preferred Educational Experience Bachelor's Degree
Minimum 2 years required

Minimum Experience:
• Two years work experience; experience in a health care environment preferred
• Prior customer service work experience required, preferably in a contact/call center environment; retail/sales experience acceptable

Knowledge, Skills and Abilities:
• Strong communication, interpersonal and team skills
• Ability to exercise judgment in dealing with sensitive, confidential information
• Ability to learn new information and processes rapidly
• Bilingual English and Spanish, Vietnamese, Portuguese or Russian very desirable
• High level of comfort working with an ethnically diverse group of people with disabilities
• Ability to exercise judgment in dealing with sensitive, confidential information
• Detail-oriented with the ability to enter information accurately into electronic systems
• Ability to handle a high volume of calls and switch between multiple tasks and systems
Working Conditions Office environment
Call Center environment

Commonwealth Care Alliance is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws

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