BusinessOperations - Care Coordinator II - J01000

Key projects include member outreach and engagement, completion of FYOL assessments, support of preventive care and well-child visit initiatives, health equity efforts, quality improvement activities, care gap closure, referral management, and coordination of community-based resources and support services. The contingent worker will support the FYOL Program by conducting member outreach to parent/Client/caregiver, engaging eligible members and caregivers, completing assessments, providing health education, coordinating care, and connecting families to available plan benefits and community resources.

Position Purpose:
Supports care management activities and the teams assigned to members to ensure services are delivered by the healthcare providers and partners and continuity of care/member satisfaction is achieved. Interacts with members by performing member outreach telephonically or through home-visits and documents the plan for care/services of activities.

Education/Experience:
Requires a High School diploma or GED
Requires 1 2 years of related experience



License/Certification:

For Florida-Sunshine Health Plan - All interactions with members are done telephonically.
For Arkansas Total Care plan - This position is designated as safety sensitive in Arkansas and requires a driver's license, child and adult maltreatment check (before hire and recurring), and a drug screen (at time of hire and recurring). Must reside in AR or border city. Travel: 30%. required" "Provides outreach to members via phone or home visits to engage members and discuss care plan/service plan including next steps, resources, questions or concerns related to recommended care, and ongoing education for the member throughout care/service, as appropriate

Coordinates care activities based on the care plan/service plan and works with healthcare and community providers and partners, and members/caregivers to accommodate changes or progress, as needed

Serves as support on various member and/or provider inquiries, requests, or concerns related to care plan/service plan

Communicates with care managers, practitioners, and others as needed to facilitate member services and to ensure continuity of care/service

May support performing service assessments/screenings for members and documenting the member s care needs

Supports documenting and maintaining member records in accordance with state and regulatory requirements and distribution to providers as needed

Follows standards of practice and policies compliant with contractual requirements and regulatory guidelines and standards

Ability to identify needs and make referrals to Care Manager, community based organizations, and Disease Manager

Provide education on benefits and resources available
Performs other duties as assigned.

Complies with all policies and standards.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

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Coordinates care activities based on the care plan/service plan and works with healthcare and community providers and partners, and members/caregivers to accommodate changes or progress, as needed Serves as support on various member and/or provider inquiries, requests, or concerns related to care plan/service plan Communicate with care managers, practitioners, and others as needed to facilitate member services and to ensure continuity of care/service May support performing service assessments/screenings for members and documenting the member s care needs Supports documenting and maintaining member records in accordance with state and regulatory requirements and distribution to providers as needed Follows standards of practice and policies compliant with contractual requirements and regulatory guidelines and standards Ability to identify needs and make referrals to Care Manager, community-based organizations, and Disease Manager Provide education on benefits and resources available Performs other duties as assigned. Comply with all policies and standards.
Story Behind the Need
What is the purpose of this team? What is driving this need? (ex. Backfill for FTE or CW, new project, business growth) Describe the surrounding team (team culture, work environment, etc.) & key projects. Do you have any additional upcoming hiring needs, or is this request part of a larger hiring initiative?		What is the purpose of the First Year of Life (FYOL) team? The FYOL team provides care coordination, member outreach, and education to support infants and their caregivers during the first years of life. The team focuses on improving health outcomes through preventive care, well-child visit compliance, immunization support and education, developmental monitoring, care coordination, and connecting families to benefits and community resources. The team also works to reduce preventable emergency room visits and hospitalizations while promoting health equity and member engagement. What is driving this need? (Backfill, new project, business growth, etc.) This request is being driven by ongoing business and operational needs to support FYOL program growth, maintain outreach and engagement requirements, manage caseload volumes, and ensure timely completion of assessments, care coordination activities, and program deliverables. The contingent worker will help support day-to-day operations and support for members while the team continues to meet contractual, quality, and member engagement expectations. Describe the surrounding team (team culture, work environment, etc.) & key projects. The FYOL team operates in a fully remote environment and is part of the broader SHP Maternity program or the Family Planning Services Care Management team The culture emphasizes collaboration, accountability, member-centered care, compliance, quality outcomes, and teamwork across multiple departments. Team members work closely with members, providers, community resources, OB, Postpartum, NICU, and Care Management teams to support members and families. Key projects include member outreach and engagement, completion of FYOL assessments, support of preventive care and well-child visit initiatives, health equity efforts, quality improvement activities, care gap closure, referral management, and coordination of community-based resources and support services. Do you have any additional upcoming hiring needs, or is this request part of a larger hiring initiative? Currently, this request is intended to support current FYOL operational and workload needs. It is not part of a larger hiring initiative; however, future staffing needs will continue to be evaluated based on program growth, business demands, membership volume, and operational requirements.
Typical Day in the Role
Walk me through the day-to-day responsibilities and a description of the project (Outside of the Workday JD). What are performance expectations/metrics? What makes this role unique?			Day-to-day responsibilities The contingent worker will support the FYOL Program by conducting member outreach to parent/Client/caregiver, engaging eligible members and caregivers, completing assessments, providing health education, coordinating care, and connecting families to available plan benefits and community resources. Daily activities include managing assigned caseloads, documenting member interactions, supporting referral processes, monitoring outreach and engagement activities, assisting with care gap closure efforts, and collaborating with internal and external partners. The role supports the FYOL program's goal of improving infant health outcomes, promoting preventive care, and enhancing member engagement during the first years of life. Performance expectations Timely completion of member outreach and engagement activities. Completion of required FYOL assessments and documentation within established timeframes. Achievement of productivity and caseload management expectations. Accurate and compliant documentation. Timely follow-up on referrals, care coordination needs, and identified barriers. Support of quality improvement initiatives, preventive care measures, and member engagement goals. Adherence to departmental policies, workflows, and compliance requirements. Role This role focuses on supporting low risk infants and their caregivers during the period of growth and development. The position combines care coordination, member education, outreach, and social support services to improve health outcomes and address barriers to care. Team members work collaboratively across multiple programs and disciplines while helping families navigate healthcare services, preventive care, developmental milestones, and community resources. The role directly contributes to improving infant health, member experience, and health equity outcomes within the population served.
Candidate Requirements
Education/Certification	Required: High school diploma				Preferred: Medical Assistant / Peds background
Licensure	Required: None				Preferred:
Years of experience required: " Experience in care coordination, case management, member services, population health, maternal-child health, pediatrics, Medicaid, or managed care. " Experience conducting telephonic outreach and engaging hard-to-reach populations. " Experience educating members on health benefits, preventive care, and available resources. " Familiarity with social determinants of health, resource navigation, and community-based services. " Experience working with infants, children, pregnant members, postpartum members, and/or families is highly desirable. " Experience utilizing care management platforms and documenting member interactions in electronic system " Proficiency with Microsoft Office applications, including Outlook, Teams, Word, and Excel. Disqualifiers: No experience managing peds populations or coordinating care Inability to work independently in a remote environment Limited computer proficiency or difficulty navigating multiple systems simultaneously Poor documentation, time management, or organizational skills No experience conducting telephonic member outreach and engagement (preferred for experienced candidates) Additional qualities to look for: Strong member engagement and relationship-building skills with the ability to establish trust and rapport with caregivers and families. Excellent communication, active listening, and motivational interviewing skills to support member participation and engagement. Ability to give members families information on preventive care, well-child visits, immunizations, health plan benefits, and community resources. Strong organizational and time management skills with the ability to manage a high-volume caseload and competing priorities. Effective problem-solving skills and resourcefulness in addressing barriers to care and social determinants of health. Ability to work independently in a remote environment while collaborating effectively with care teams, providers, hospitals, and community partners. Passion for improving infant and family health outcomes through education, outreach, and care coordination. Experience coordinating services and connecting members to community resources that support health, wellness, and family stability. Adaptability and resilience in a fast-paced environment with evolving workflows, program requirements, and member needs. Quality-focused mindset with a commitment to accurate documentation, compliance, member satisfaction, and achievement of program goals.
Top 3 must-have hard skills stack-ranked by importance			1	Proficient with computer skills and able to build on current skills
			2	Strong member engagement and relationship-building skills with the ability to build trust and rapport with caregivers and families
			3	Passion for improving infant and family health outcomes through outreach, education, and care coordination
Candidate Review & Selection
Shortlisting process Candidate review & selection Interview information Onboard process and expectations			Projected Manager Candidate Review Date:			1-2 days post shortlisting
			Type of Interviews: Teams, phone, etc.?			Teams interview
			Required Testing or Assessment (by Vendor): Typing test, basic computers skills test, etc.?			Computer skills test or assessment