ABOUT US

Join us in making a career in Independent Living Systems, an industry leader in managing home and community-based programs for over 20 years. Independent Living Systems, LLC and its subsidiaries offer a comprehensive range of clinical and third-party administrative services to managed care organizations and providers that serve high-cost, complex member populations in the Medicare, Medicaid, and Dual-Eligible Market. ILS provides tailored integrated solutions aimed at improving health outcomes while rebalancing costs, addressing social determinants of health and connecting members with community-based resources.

Position Summary

Independent Living Systems is committed to enhancing quality of life through innovative health and support solutions that reduce costs, foster independence, improve compliance and enhance coordination of care. The Care Assistant 3 supports the Care Management team to ensure high-quality care coordination services to Health Home Program Members in a compassionate, effective, timely and professional manner.

Essential Functions

• As a member of an HHP Care Coordination team, support initial and ongoing communication with members.
• Engage members by phone to schedule an initial visit, following prescribed scripts.
• Conduct in-person outreach to engage members and schedule initial visits.
• Utilize excellent customer service strategies to engage members, family members and/or their caregivers.
• Complete initial Health Risk Assessment elements, either telephonically or in-person with member and/or caregiver.
• Assign cases to appropriate Care Manager or record unreachable members and those who refuse services appropriately in eCare data management system.
• Respond to tasks assigned by Care Managers promptly.
• Maintain effective and timely communication with Care Managers (CM)
• Assist CMs by identifying community resources and social support needed by members.
• Comply with documentation requirements in a timely and accurate manner.
• Ensure that all interactions with members, Managed Care Organization, CMs, providers, etc. are conducted within the care management scope of practice guidelines, including workflows, policies & procedures(P&Ps), scripts, and timelines.
• Provide health promotion and self-management training.
• Arrange transportation.
• Assist with linkage to social support.
• Distribute health promotion materials.
• Advocate on behalf of the member with health care professionals
• Use motivational interviewing and trauma-informed care practices.
• Monitor treatment adherence (including medication)
• Refer members and/or issues to ILS CM or Manager according to workflows.
• Respond appropriately (as specified in workflows and P&Ps) to emergencies.
• Prepare and mail correspondence and process returned mail.
• Update member contact information as necessary
• Fully utilize available technology and electronic systems
• Attending scheduled meetings, training sessions, etc.
• Identify new community resources and assist in keeping the community resource database current.
• Convey any member related urgent issues to the Call Center Manager, Care Team Manager or HHP Director
• Convey any concerns about, or changes in, specific community resources to appropriate personnel.
• Maintain customer service and productivity standards.
• Perform other duties as assigned.

Education and Experience

• High School Diploma or GED required.
• Some higher education preferred.
• Some customer service and/or call center experience serving vulnerable populations preferred.

Required Skills

• Excellent written and verbal communication skills
• Microsoft Office Platform proficiency.

EEO STATEMENT

In compliance with the Drug-Free Workplace Act of 1988, Independent Living Systems has a longstanding commitment to provide a safe, quality-oriented, and productive work environment. Alcohol and drug abuse pose a threat to the health and safety of ILS employees and to the security of the company's equipment and facilities. For these reasons, ILS is committed to the elimination of drug and alcohol use and abuse in the workplace. Independent Living Systems, LLC, and its subsidiaries, including FCC, provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, disability, ancestry, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.