What are the responsibilities and job description for the Health and Wellness Case Coordinator position at Concordia Plans?
Health and Wellness Case Coordinator
At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. The Health and Wellness Case Coordinator is responsible providing an exceptional customer experience for Concordia Plans members by addressing and partnering with internal and external stakeholders to address escalated plan administration service needs.
Concordia Plans has a reputation for outstanding culture, most recently winning the 2024 Top Workplaces USA award, with additional special awards for Work-Life Flexibility, Compensation & Benefits and Purpose & Values. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the 2023 Top Workplaces USA award, the Top Workplaces 2021 - 2024 St. Louis Post-Dispatch awards and the St. Louis Area Business Health Coalition’s 2020 Business Health Culture Award. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.
At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. We offer a hybrid environment with three days on-site for leadership positions. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.
General Summary
The Health and Wellness Case Coordinator is responsible providing an exceptional customer experience for Concordia Plans members by addressing and partnering with internal and external stakeholders to address escalated plan administration service needs.
Essential Job Functions
At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. The Health and Wellness Case Coordinator is responsible providing an exceptional customer experience for Concordia Plans members by addressing and partnering with internal and external stakeholders to address escalated plan administration service needs.
Concordia Plans has a reputation for outstanding culture, most recently winning the 2024 Top Workplaces USA award, with additional special awards for Work-Life Flexibility, Compensation & Benefits and Purpose & Values. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the 2023 Top Workplaces USA award, the Top Workplaces 2021 - 2024 St. Louis Post-Dispatch awards and the St. Louis Area Business Health Coalition’s 2020 Business Health Culture Award. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.
At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. We offer a hybrid environment with three days on-site for leadership positions. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.
General Summary
The Health and Wellness Case Coordinator is responsible providing an exceptional customer experience for Concordia Plans members by addressing and partnering with internal and external stakeholders to address escalated plan administration service needs.
Essential Job Functions
- Serves as the escalated service contact and case manager providing a positive, knowledgeable customer experience for employers and members.
- Administer the health and disability benefits offered through Concordia Plans in accordance with Plan provisions.
- Acts as an advocate for the member when needed and resolves questions and issues related to plan provisions with internal and external stakeholders.
- Manages escalations and claims with minimal supervision.
- Observes and explains all privacy-related restrictions on communicating claims information with employers and individuals other than the worker unless appropriate release documents are provided.
- Uses multiple systems, including vendor systems, to research and respond to member and employer inquiries.
- Creates and maintains documents and records to establish case history.
- Collaborates with vendors to identify opportunities, deficiencies and resolve issues.
- Runs reports and identifies follow-up activities, inconsistencies and quality gaps.
- Completes projects as directed by department manager.
Education and Experience
- Associate degree or related work experience required; Bachelor’s degree, preferred.
- Experience managing time-sensitive processes, deadlines, etc., with empathy and compassion.
- Experience in a customer service role, required.
- Experience in administering benefits plans, preferred.
- One year of business office environment, preferred.
Competencies
- Customer orientation: The ability and willingness to show care and concern while finding out what the customer wants and needs and to act accordingly in a timely manner, making the customer feel valued.
- Teamwork: Collaborates across the organization and within own team: Participates fully on assigned and adjunct teams, fosters a collaborative spirit, builds collaborative networks with internal staff and vendor representatives.
- Sensitivity: Practices high level of confidentiality, serve as liaison with individuals. Ability to relate well with employees and vendors, maintaining appropriate balance between compassion, encouragement, and accommodation in all interactions.
- Communications: Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values in all internal and external communications.
- Active Listening: Able to receive and comprehending speech without judgment in an attentive manner, evaluate and respectfully respond to another person in a way that improves mutual understanding and demonstrates compassion.
- Results oriented: Steadfastly pushes self for results, self-motivated with the ability to effectively prioritize and execute tasks with minimal supervision, maintains focus on organizational goals.
- Composed: Is cool under pressure; does not become defensive or irritated in difficulty; can handle stress; able to make decisions in a timely manner with incomplete information and under tight deadlines and pressure.
- Trustworthy: Acting with integrity, being honest and credible, reliable, having positive intent, able to present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.
- Systems fluency: Understanding of computer manipulation, file management, word processing, spreadsheet and database use, email and electronic communication and the ability to use various software systems and collaborative tools simultaneously.
