Health Support Coordinator ID-5748

January 4, 2025

About Blue Cross

Blue Cross and Blue Shield of Minnesota is one of the most recognized and trusted health care brands in the world with 2.5 million members. We’re committed to reinventing health care to improve health for our members and the community. We hope you'll join us.

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*This position is remote, however preference will be given to Minnesota residents*

How is This Role Important to Our Work:

This position is responsible for cross functional support within the Care Management department. This role provides support to the Health Coaches by taking on the non-clinical pieces of case management allowing the Health Coaches to focus on the clinical aspects of the program. A major responsibility will be to support the Manager of Clinical Care Management by assigning and analyzing cases as well as to support and collaborate with internal partners, including health coaches, team leads, account management and program management.

A Day in the Life:

In addition to working closely and collaboratively with the Health Coaches, the Support Coordinators will be accountable for the following: Receiving, researching, and prioritizes referrals through mailbox and work queue.

Handling department home pages for team and re-assigning work every day to health coaches based on type of case, workload, overall queue volume and client assignments.
Daily tracking of queue volume, analyzing trends with regard to volume, type of cases and reports results of analysis to team leadership.
Assisting with data and reporting needs, analyzing data, identifying trends and root cause analysis under direction of the management.
Conducting project management for key initiatives under direction of the Manager of Clinical Care Management.
Assisting with vendor and/or provider pilot projects by reviewing high profile client pilot projects, analyzing data and looking for trends.
Troubleshooting and fixing systems issues, including the 60+ expected external vendor integrations.
Finding providers.
Coordinating provider-to-provider contact.
Making doctor appointment for members.
Facilitating medical record request.
Provider contact information.
Maintains outstanding level of customer service throughout all points of customer contact.
Accurately applying policies and processes related to case management activities, while exercising independent judgment with minimal oversight.
Establishing and being a great partner with internal and external customers.
Accepting accountability for special projects that requires moderate complex research, analysis and documentation skills.
Recognizing workflow improvements and collaborating with leadership to implement the changes.
Requesting system access for staff.
Other duties as needed.

Required Skills and Experiences:

2+ years' related experience or Bachelor’s degree. All relevant experience including work, education, transferable skills, and military experience will be considered.
Exceptional customer service skills.
Excellent data entry skills and attention to detail and accuracy.
Demonstrated time management skills.
Effectively applies and demonstrates workflow instructions and successfully meets turn-around-time expectations.
Familiar with MS Office Suite.
Strong interpersonal and verbal and written communication skills; ability to express moderate to complex issues to individuals, groups, internal and external contacts, and writes clear, concise and grammatically correct materials.
Strong organization, research, and analytical skills.
Demonstrated decision making and problem-solving skills.
Demonstrated ability to effectively deal with escalated situations.
Positive, professional, service-oriented behavior.

Nice to Have:

Claims experience.
Current call center environment training and experience.
Working knowledge of BCBSMN products and systems.
BCBSMN Provider Service or Customer Service experience.