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Associate Care Management Coordinator

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Job Details
Job Order Number
Company Name
Highmark Health
Physical Address

Wilmington, DE 19893
Job Description

Company :

Highmark Bcbsd Inc.

Job Description :


This section contains a synopsis of the main purpose(s) or functions(s) of the job, indicating what is done.This information will be used to develop the position posting.

Perform accurate and timely processing of pre-certification requests for authorization of medically necessary health care services at the appropriate level of care, based on the benefits for the line of business, and in compliance with Gateway policies, procedures and regulatory requirements.

Document, process and route requests for services to the nurse reviewer and other departments based on documentation procedures, including review type, clinical information, and decision timeframes.

Follow policies and procedures to assure case completion and compliance with state and federal regulatory agencies.

Maintain or exceed department standards for call volume, response time and related production and quality measures. May interact with other departments and providers to resolve cases.


This section lists the major duties and responsibilities of the position.This is not an exhaustive list of all job duties/functions/attributes.Depending on Role, essential responsibilities may also include oversight and management of people and functions described below.

1.Communicate effectively

+ Proactively inform designated individuals of the status of work assignment to assure decision timeframes and notification requirements are met

+ Communicate effectively with Utilization Management Staff, providers, other internal and external customers and management

2.Route Cases Based on Established Guidelines

+ Provide accurate and timely routing of service requests to the nurse reviewer to assure that the decision and notification timeframes are in compliance with regulatory guidelines

+ Process service requests meeting established guidelines, and document and route requests that are not permitted

+ Request additional information verbally and in writing when the information provided is not adequate to make a medical necessity determination

3.Maintain or exceed department call center standards

+ Adhere to line of business phone standards to assure regulatory requirements are met

+ Utilize phone functions to monitor the number of calls in queue and wait time

+ Utilize daily phone standard reports to assess opportunities for self improvement

+ Meet or exceed standards for other production and quality measures

4.Other duties as assigned or requested.


Education, Licenses/Certifications, and Experience


+ High School Diploma / GED

+ Experience in customer service

+ Experience in typing, keyboard and computer skills

+ Work experience in medical terminology


+ Associates degree or certification in a health related occupation

+ Work experience with ICD-9 and/or CPT coding

+ Call center experience

+ Customer service experience

+ Experience with Microsoft office

+ Critical thinking skills

+ Strong communication skills

+ Medicaid experience

+ Healthcare experience

This job requires the ability to work as a team member. Additionally, this job requires the willingness and ability to report to work on a regular and timely basis and may require irregular work hours, holidays and/or weeks

Referral Bonus: Level 1

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity ( )

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Req ID: J165305

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