Care Extender - ECM
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Inland Empire Health Plan
Rancho Cucamonga, CA, US
Summary
Acts as a liaison for Enhanced Care Management referrals by screening members for eligibility and routing them to appropriate community-based entities. Responsibilities include performing initial outreach, documenting member dispositions, and supporting operational tasks for leadership.
Job Description
Overview
This is a short-term assignment.
What you can expect!
Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!
Under the supervision of the Manager, Integrated Care Management, the Care Extender - ECM is responsible for working as the liaison for all incoming referrals for Enhanced Care Management (ECM) members. The Care Extender - ECM is responsible for skillfully engaging IEHP members who are transferred to the Care Extender queue, screening them for ECM eligibility, and referring over to the attributed Community Based Care Management Entity (CBCME). The Care Extender - ECM plays a critical role in determining appropriate routing of referrals within IEHP and the community to meet the members’ needs. The Care Extender - ECM will utilize multiple care management platforms to formally document the member’s disposition.
Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.
Key Responsibilities
- Assist Enhanced Care Management leadership with operational tasks, telephonic functions, projects, tracking, and trending.
- Facilitate communication between internal departments and external entities.
- Support Coordinators on Model 2 CBCME teams needing assistance.
- Provide training/precepting for new staff to IEHP and Enhanced Care Management processes and operations.
Qualifications
Education & Requirements
- Two (2) years of customer service experience in any setting required
- Experience of successfully working within a team
- Experience in data entry
- Internal Candidate qualifications are:
- Not on a Performance Improvement Plan (PIP)
- Promotes an objective and collaborative working environment within their team
- Supports management in reaching department and Health Plan goals
- High School diploma or GED required
Key Qualifications
- Valid California Driver’s License preferred
- Knowledgeable about evidenced based communication such as Motivational Interviewing, or similar empathy-based communication strategies
- Understanding of and sensitivity to multi-cultural community
- Understanding of and sensitivity to mental health conditions and addictive disorders
- Awareness of the impact of unmitigated bias and judgement on health; commitment to addressing both
- Understanding of, and a commitment to, high preforming team practices
- Strong organizational skills, typing 45 words per minute, proficient in Windows applications
- Highly skilled interpersonally, with excellent teamwork and relationship skills
- Highly skilled in interpersonal communication, including resolving conflict
- Able to sufficiently engage members and providers both on the phone and in person
- Has ability to deescalate escalated calls
- Able to multi-task High degree of patience
- Exhibits good Team Culture
- Telephone courtesy
- Demonstrated respect of peers and supervisors
- Requires minimum supervision
- Ability to take initiative and be proactive in competing tasks
Start your journey towards a thriving future with IEHP and apply TODAY!
Work Model Location
Telecommute (All IEHP positions approved for telecommute work locations may periodically be required to report to IEHP’s main campus for mandatory in-person meetings or for other business needs as determined by IEHP leadership)
Pay Range
USD $23.98 - USD $30.57 /Hr.
With a mission to heal and inspire the human spirit, Inland Empire Health Plan (IEHP) is one of the top 10 largest Medicaid health plans, the largest not-for-profit Medicare-Medicaid public health plan in the country, and for the fourth year in a row, certified as A Great Place To Work®. Founded in 1996, IEHP supports more than 1.5 million Riverside and San Bernardino County residents enrolled in Medicaid or IEHP DualChoice (those with both Medi-Cal and Medicare). As of 2024, IEHP also offers Covered California plans, further ensuring health care access for even more IE residents. Today, IEHP has a robust network of quality doctors throughout our two counties and nearly 4,000 team members who are fully committed to the vision: We will not rest until our communities enjoy optimal care and vibrant health. To learn more, go to iehp.org.
Comprehensive Benefits
Competitive salary and a benefits package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and retirement plan.
Mission: To heal and inspire the human spirit.
Vision: We will not rest until our communities enjoy optimal care and vibrant health.
Values: We do the right thing by: Placing our Members at the center of our universe; unleashing our creativity and courage to improve health and well-being; bringing focus and accountability to our work; and never wavering in our commitment to our Members, Providers, Partners, and each other.
Winning Team Culture
Certified as A Great Place To Work® four years in a row.
Founded
1995
Company size
1,001-5,000 employees
Industry
Healthcare
Org type
Nonprofit
Headquarters
Rancho Cucamonga, CA
With a mission to heal and inspire the human spirit, Inland Empire Health Plan (IEHP) is one of the top 10 largest Medicaid health plans, the largest not-for-profit Medicare-Medicaid public health plan in the country, and for the fourth year in a row, certified as A Great Place To Work®. Founded in 1996, IEHP supports more than 1.5 million Riverside and San Bernardino County residents enrolled in Medicaid or IEHP DualChoice (those with both Medi-Cal and Medicare). As of 2024, IEHP also offers Covered California plans, further ensuring health care access for even more IE residents. Today, IEHP has a robust network of quality doctors throughout our two counties and nearly 4,000 team members who are fully committed to the vision: We will not rest until our communities enjoy optimal care and vibrant health. To learn more, go to iehp.org.
Comprehensive Benefits
Competitive salary and a benefits package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and retirement plan.
Mission: To heal and inspire the human spirit.
Vision: We will not rest until our communities enjoy optimal care and vibrant health.
Values: We do the right thing by: Placing our Members at the center of our universe; unleashing our creativity and courage to improve health and well-being; bringing focus and accountability to our work; and never wavering in our commitment to our Members, Providers, Partners, and each other.
Winning Team Culture
Certified as A Great Place To Work® four years in a row.
Founded
1995
Company size
1,001-5,000 employees
Industry
Healthcare
Org type
Nonprofit
Headquarters
Rancho Cucamonga, CA
