Highlights
Requirements: Handles member questions regarding group; health and wellness solutions and requirements; Engage perspective participants in a discussion around program benefits and enrollments for health and wellness services; Assists with coordination of services with providers; Handles referrals from providers/members; Provides navigation/support for member portal interaction; Schedules initial appointments for members; Administer member satisfaction surveys; Assist in the documentation of departmental procedures. Identify and communicate barriers that could affect a safe discharge or recovery at home, including concerns involving medications, follow-up care, transportation, equipment and supplies, education, social support, nutrition, benefits, or caregiver needs.
Numbers & Facts
| Location | Ann Arbor, MI |
| Industry | Management Consulting Services |
| Salary | $17.06–$20.39 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Description
Our Client, a Health Insurance company, is looking for a Health & Wellness Associate for their Ann Arbor, MI location.
Responsibilities:
Requirements:
Why Should You Apply?Excellent growth and advancement opportunities
Responsibilities:
- Report onsite at Trinity Health Ann Arbor Hospital and maintain scheduled coverage from 8:00 a.m. to 5:00 p.m., with reliable availability to hospital and health-plan partners during assigned hours.
- Build an effective, professional working relationship with the Trinity UMM team, hospital care managers, discharge planners, providers, and other identified partners.
- Identify eligible Medicare Advantage members who may benefit from added transition support, using agreed-upon pilot workflows and referral criteria.
- Engage members and caregivers before discharge, explain the onsite support available, and reinforce the next steps in the transition plan.
- Identify and communicate barriers that could affect a safe discharge or recovery at home, including concerns involving medications, follow-up care, transportation, equipment and supplies, education, social support, nutrition, benefits, or caregiver needs.
- Coordinate available health-plan resources without duplicating or replacing the hospital’s clinical assessment, discharge planning, ordering responsibilities, or medical decision-making.
- Document member needs, completed interventions, unresolved concerns, ownership, and follow-up actions accurately and within required systems and timelines.
- Communicate a clear handoff to the Medicare Advantage Care Management team so the Transitions of Care program can be initiated and outreach can begin with the member.
- Escalate unresolved clinical, operational, safety, or discharge barriers through established Trinity and Medicare Advantage Care Management workflows.
- Participate in pilot huddles, case reviews, workflow refinement, and outcome monitoring, and share observations that can improve the member and partner experience.
- Maintain confidentiality, comply with HIPAA and organizational policies, and conduct all interactions within the employee’s professional scope and assigned role.
- Primary role focus: Member engagement and introduction to Transition of Care program, benefit and resource navigation, non-clinical barrier identification and coordination of community resources, and continuity of the transition handoff with the senior MA population.
- Essential Onsite Responsibilities
- Engage eligible members and caregivers before discharge, describe the onsite pilot, and establish a supportive health-plan connection. Obtain correct phone numbers for successful engagement after discharge.
- Reinforce the member’s understanding of the discharge plan using approved materials and teach-back techniques, while referring clinical questions to the Care Manager or hospital clinical team.
- Identify non-clinical barriers that may affect recovery, including transportation, food access, caregiver support, social isolation, benefit awareness, equipment access, appointment logistics, and health literacy needs. Coordinate community resources to meet members non- clinical barriers.
- Collaborate with the Trinity team and Care Manager to communicate identified needs and coordinate available health-plan, supplemental benefit, and community resources.
- Assist with practical transition steps within role scope, such as reinforcing follow-up plans, confirming preferred contact information, and explaining what the member can expect from Medicare Advantage Care Management outreach.
- Provide a clear, timely handoff to the Medicare Advantage Care Management team so the Transitions of Care program can be initiated with the member.
- Escalate clinical questions, safety concerns, changes in condition, or needs outside the liaison scope to the Care Manager or appropriate hospital partner.
- Document member engagement, education provided, identified barriers, referrals, escalations, and follow-up actions accurately and within required systems and timelines.
- Success Measures
- Consistent onsite coverage and effective member engagement before discharge.
- Timely identification and communication of non-clinical barriers.
- Clear member understanding of next steps and expected Care Management outreach.
- Complete, actionable handoffs that support timely Transitions of Care initiation.
- Accurate documentation and appropriate escalation to clinical partners.
Requirements:
- Handles member questions regarding group; health and wellness solutions and requirements; Engage perspective participants in a discussion around program benefits and enrollments for health and wellness services; Assists with coordination of services with providers; Handles referrals from providers/members; Provides navigation/support for member portal interaction; Schedules initial appointments for members; Administer member satisfaction surveys; Assist in the documentation of departmental procedures.
- High School Graduate or GED equivalent required.
- Bachelor's degree in a health care related field is preferred.
- Continuous learning, as defined by the Company’s learning philosophy, is required.
- Certification or progress toward certification is highly preferred and encouraged.
- Two years experience in healthcare delivery system, provider office, or the insurance industry required.
- Three to five years work experience in customer service/sales is required.
- Computer skills intermediate/advance is required.
- 2-3 years work experience inbound/outbound call center is preferred.
- Motivational interviewing experience is preferred.
- Experience with working in the Care Advance platform is preferred.
Why Should You Apply?Excellent growth and advancement opportunities
Benefits
401K, Employee Referral Program, Life Insurance
About Company
ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.
- Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
- Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
- Founded in 2000
- 2000+ Employees
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.