Telephonic Care Coordinator (Bilingual Spanish, MA, Remote, Pacific Time) at Alignment Healthcare in Remote Outside Bay Area, CA

Job description

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. Alignment Health is seeking a bilingual Spanish care coordinator to join the remote Care Anywhere team. The Care Coordinator supports a transitions-of-care (TOC) focused, post-discharge outreach workstream centered on timely telephonic outreach to members following hospital and skilled nursing facility discharges. The Care Coordinator will spend most of the workday conducting outbound member outreach. Success in this role requires someone who is comfortable and enjoys speaking with members on the phone throughout the day, consistently completes time-sensitive outreach, and demonstrates strong follow-through, organization, and accountability. This is a high-volume, phone-based position responsible for engaging members, scheduling timely follow-up care, coordinating identified needs, and completing required documentation. This position follows a Pacific Time work schedule. Candidates must be available to work one of the schedules below in Pacific Time, regardless of their local time zone. Schedule: Mondays - Fridays • Option 1: 8:00 AM - 5:00 PM Pacific Time (with 1-hour lunch) • Option 2: 8:30 AM - 5:30 PM Pacific Time (with a 30-minute lunch) General Duties / Responsibilities: Conducts high-volume outbound telephonic outreach to members following Hospital and SNF discharges. Follows established, time-sensitive outreach protocols and consistently completes required outreach attempts and follow-up activities. Engages members telephonically to assist with scheduling timely follow-up appointments with Care Anywhere providers and other appropriate healthcare resources. Uses established scripts and questionnaires to guide member outreach and accurately capture required information. Completes timely and accurate documentation of member outreach, outcomes, and follow-up activities across required systems. Creates cases, tasks, and completes documentation in the Case Management module for Hospital and SNF discharges. Reaches out to members telephonically to assist with referrals, authorizations, HHC, DME needs, medication refills, provider appointments and follow-ups, and other care coordination needs as applicable. Requests and uploads medical records from Hospitals, SNFs, PCPs, Specialists, and other healthcare providers as needed. Complies with tasks assigned by nurse and, as appropriate, documents accordingly. Works as a team with clinical and care management staff to engage and manage assigned members. Manages new alerts and escalates changes in condition, admission, discharge, new diagnosis, or other clinical concerns to the appropriate clinical team member. Establishes relationships with members, earns their trust and acts as patient advocate. Assists with outreach activities and provides cross-coverage for other member needs as required based on business needs. Assists with maintaining and updating member records. Assists with mailing or faxing correspondence to members, PCPs, Specialists, and other healthcare providers as needed. Meets specific deadlines and prioritizes workload according to department policies, standards, and member needs. Maintains confidentiality of information between and among health care professionals. Other duties as assigned by CM Supervisor, Manager or Director of Care Management. Job Requirements: Experience: • Required: Minimum 1 year experience working in Health Ca