Schedule: Remote | Candidates must currently reside in Southern California
Description:
Impresiv Health is seeking a Care Extender - Enhanced Care Management (ECM) for a short-term assignment supporting care management operations within a healthcare organization.
In this role, you will serve as a key point of contact for incoming Enhanced Care Management referrals. You will engage members, assess ECM eligibility, connect eligible members with the appropriate Community-Based Care Management Entity (CB-CME), and help ensure members are routed to the appropriate resources and services.
The Care Extender will work closely with multidisciplinary care teams, healthcare providers, internal departments, and community partners to support coordinated and continuous care. This position requires strong communication, organization, documentation, and member engagement skills, along with the ability to work effectively in multiple care management systems.
What You Will Do:
- Serve as a liaison for incoming Enhanced Care Management referrals and assist with determining appropriate referral routing.
- Conduct initial outreach and engagement with members who may be eligible for Enhanced Care Management services.
- Screen members for ECM eligibility and connect eligible members with the appropriate Community-Based Care Management Entity.
- Assist Enhanced Care Management leadership with operational activities, telephonic functions, projects, tracking, trending, and process improvement initiatives.
- Support data collection activities, including team metrics and quality improvement initiatives.
- Work as part of a multidisciplinary team to promote coordinated and continuous member care.
- Facilitate communication between internal departments, providers, community partners, and external organizations.
- Support care management coordinators and other team members with operational and member-related needs.
- Assist with training and precepting new staff on Enhanced Care Management processes and operations.
- Engage members through telephone, text, email, letters, and other communication methods using evidence-based communication approaches such as Motivational Interviewing.
- Build and maintain effective relationships with healthcare providers through telephone, electronic communication, fax, and in-person interactions.
- Assist members with medical and behavioral health access needs involving primary care providers, specialists, and ancillary services.
- Participate in member case discussions and collaborate with the care team to identify appropriate resources and interventions.
- Apply effective conflict-resolution and de-escalation techniques when working with members, providers, and colleagues.
- Participate in quality improvement activities, including identifying care gaps and opportunities to improve member outcomes.
- Maintain accurate, timely, and compliant documentation within applicable care management systems.
- Support compliance with regulatory requirements, accreditation standards, and organizational quality initiatives, including HEDIS, CAHPS, and NCQA-related activities.
- Participate in staff meetings, department initiatives, and other operational activities as needed.
- Perform additional duties necessary to support department and organizational operations.
You Will Be Successful If:
- You are comfortable engaging members and providers by telephone and in person.
- You can establish rapport with individuals from diverse cultural and socioeconomic backgrounds.
- You demonstrate empathy, professionalism, and sound judgment when working with members who may have complex medical, behavioral health, or social needs.
- You understand or are willing to apply evidence-based communication techniques such as Motivational Interviewing.
- You can effectively de-escalate challenging or escalated conversations.
- You communicate clearly and professionally with members, providers, colleagues, and leadership.
- You work effectively within a multidisciplinary and highly collaborative team environment.
- You demonstrate strong interpersonal, teamwork, relationship-building, and conflict-resolution skills.
- You are highly organized and can manage multiple competing responsibilities.
- You demonstrate initiative, accountability, and the ability to work with minimal supervision.
- You maintain accurate documentation and consistently follow established processes and regulatory requirements.
- You demonstrate patience, telephone professionalism, and respect toward colleagues, leadership, members, and providers.
- You are committed to continuous quality improvement and improving member outcomes.
What You Will Bring:
- High School Diploma or GED required.
- Minimum of two years of customer service experience in any setting.
- Previous experience successfully working within a team environment.
- Experience with data entry and maintaining accurate documentation.
- Strong computer skills and proficiency with Windows-based applications.
- Typing ability of approximately 45 words per minute.
- Strong organizational and multitasking skills.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-management abilities.
- Understanding of culturally diverse communities and the ability to interact respectfully with individuals from different backgrounds.
- Sensitivity to individuals experiencing mental health conditions and substance use disorders.
- Awareness of the impact bias and judgment can have on healthcare experiences and outcomes.
- Understanding of high-performing team practices and collaborative work environments.
- Ability to take initiative, prioritize responsibilities, and proactively complete competing tasks.
- Valid California Driver s License preferred.
- Knowledge of Motivational Interviewing or similar empathy-based communication strategies preferred.
About Impresiv Health:
Impresiv Health is a healthcare consulting partner specializing in clinical & operations management, enterprise project management, professional services, and software consulting services. We help our clients increase operational efficiency by delivering innovative solutions to solve their most complex business challenges.
Our approach is and has always been simple. First, think and act like the customers who need us, and most importantly, deliver what larger organizations cannot do: provide tangible results that add immediate value, at a rate that cannot be beaten. Your success matters, and we know it.
That s Impresiv!