Vrc Care Coordinator Lead

Intro
We believe that every candidate brings something special to the table, including you! So, even if you feel that you're close but not an exact match, we encourage you to apply. We'd be thrilled to receive applications from exceptional individuals like yourself.
Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.
Overview
RPA San Diego operates as a third-party administration (TPA), consulting, and strategic management branch for collectively bargained benefit plans, pooled purchasing arrangements, and trusts. Our mission is to deliver high quality, affordable, and accessible health care to our members. We are looking for a VRC Care Coordinator Lead to join our growing team.
The VEBA Resource Center (VRC) Care Coordinator Lead is responsible for ensuring the activities of the VRC are conducted in an effective manner that focuses on VEBA member's wellbeing and improving their health. The position requires a high degree of engagement with members, staff and partners in coordination of activities, communications between management, providers of services, and members. They will be handling all administrative duties related to the position. The Care Coordinator Lead is a critical position in a system of integrated care VEBA provides for VEBA members.
Responsibilities

• Identify VRC member needs and how VRC can best respond to meet them in a proactive and professional manner.

• Responsible for supporting Care Coordinator team to work closely with core VRC services such as the Whole Health Coach program to provide seamless referral and connection for members.
• Ensure all Care Coordinators have a coordinated, consistent and predictable schedule that provides consistent coverage for member access to the VRC(s). Make sure schedule is always up to date and readily available to VEBA personnel.

• Actively anticipate and provide solutions to more complex business, operations, and customer service problems.
• Model the highest quality care of members, and lead, mentor and coach small team/group of Care Coordinators.
• Responsible for facilitating understanding between management direction, other VEBA departments, VRC staff, providers and members so that information is up to date, accurate and promotes collaboration and integration of all VRC activities.
• Support VRC management with required staffing schedules & administrative duties i.e.: preparing and/or organizing documentation, reports and presentations.
• Oversee & prioritize all Care Coordinator tasks including monitoring daily performance of front/back office team to ensure duties are completed efficiently and accurately.
• Provide a proactive approach to customer service by listening to the member, taking ownership of solutions and escalate issues as appropriate in order to resolve concerns.
• Assist members in database registration, completion of initial paperwork including consent/release forms, resource referrals.
• Respond with good judgement to escalated issues from clients, vendors, and/or members in line with VEBA policies.
• Exhibit the highest degree of professionalism and creativity while providing excellent service and communication to providers, clinical and management team.
• Schedule and coordinate member appointments, meetings, classes, consults, planning needs, and department communication as needed.
• Manage and prioritize projects to meet deadlines.
• Safeguards and actively monitors the appropriate use of Protected Health Information (PHI) to protect the privacy and security as established under The Health Insurance Portability and Accountability Act (HIPAA).
• May assist in gathering necessary reports, statistics, and outcomes for the VRC, as needed.
• Other duties as assigned.

Qualifications

• High school diploma and 3 years related experience required.
• Strong knowledge of the insurance brokerage business.

Desired

• Associates Degree preferred or equivalent experience
• Medical/well-being office experience required with a strong emphasis in customer service, computer skills and phones or completion of a medical receptionist or equivalent training program preferred
• Minimum 2 years of customer service, case management or direct health care service experience preferred. Employee Benefits or insurance related experience is optional.
• Proficient in Microsoft Office tools and has the ability to learn new and complex computer system applications
• High attention to detail
• General knowledge of medical/well-being delivery system and terminology
• Excellent organizational and multitasking skills
• Effective interpersonal and customer relation skills
• Must have strong executive functioning skills.
• Enjoy working as a part of a highly collaborative team.
• Strong professional level of written and oral communication skills.