Customer service/Care Coordinator - Bilingual (REMOTE EST OR CST)
Job Description
Job Description
Job Title: Care Management Support Coordinator II
Location: Remote EST or CST time zones.
Duration: 3 months
Pay rate: $23 /hr W2
Preferred Qualifications:
Bilingual (English/Spanish or other languages) is a plus.
Work Location:
100% Remote — candidates must work in EST or CST time zones.
Schedule:
Monday – Friday, 8:00 AM – 5:00 PM EST.
Position Purpose:
The Care Management Support Coordinator II provides essential administrative support for care management activities. This role primarily involves performing outreach, answering inbound calls, scheduling services, supporting member onboarding, and documenting non-clinical member records in compliance with state and regulatory guidelines. The coordinator acts as a key point of contact for members, providers, and internal teams to help resolve inquiries and ensure the delivery of high-quality customer service.
Key Responsibilities:
Conduct outreach calls to members to support care plan activities, schedule services, and offer education regarding available resources.
Answer inbound calls from members, providers, and staff regarding care management inquiries.
Provide support connecting members to health plan and community resources, addressing Social Determinants of Health (SDOH) needs where appropriate.
Assist with onboarding new members, including sending welcome letters and educational materials.
Maintain accurate, non-clinical member records in compliance with regulatory and organizational standards.
Act as the front-line resource for resolving member and provider questions about care plans, procedures, and protocols.
Meet daily outbound call expectations: calling 90-100 members/providers daily, targeting to close 30-32 members per day.
Achieve performance metrics including enrolling a minimum of 50% of contacted members into care management, maintaining a decline rate of 7% or less, and achieving an audit score of 95% or higher.
Perform other duties as assigned while adhering to company policies and standards.
Required Qualifications:
High School Diploma or GED.
1 – 2 years of customer service or healthcare-related experience.
Call center experience with high-volume outbound calling preferred.
Strong proficiency in Microsoft Excel and data entry/typing skills (typing test required).
Ability to multi-task, stay organized, and manage high-volume workflows.
Excellent communication skills, both verbal and written.
Understanding of health plan activities and knowledge of local community resources is a plus.
Company DescriptionAbout BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.
BCforward is an equal opportunity employer.
Company Description
About BCforward:\r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.\r\n\r\nBCforward is an equal opportunity employer.