Care Coordination Specialist (PASSPORT)

Care Coordination Specialist (PASSPORT)About Council on AgingCOA is a nonprofit organization dedicated to enhancing quality of life for older adults, people with disabilities, their families and caregivers. We promote choice, independence, dignity and well-being through a range of services that help people remain in their homes for as long as possible. COA is a state-designated Area Agency on Aging, serving a 5-county region. One call to COA links people to the wide variety of agencies, information and programs that serve older adults and people with disabilities.Our mission : Enhance lives by assisting people to remain independent through a range of quality services.COA has more than 300 employees, close to 300 contracted providers, and an annual budget of $128.4 million. COA fosters a work environment that is not only rewarding to our employees but also empowers them to make a meaningful difference in our community.COA offers : Competitive benefits package Flexible hours (no evenings, weekends or on-call) Opportunities for professional development LISW Group Supervision Opportunities to advocate and participate in community events for the elderly and disabled population Casual work environment except when visiting clients or vendors Health, dental and vision care Health savings account 12 paid holidays each calendar year Paid time off Pension plan Pet Insurance Tax sheltered annuities Commitment to diversity, equity, inclusion and belonging (DEIB)Position Description : Provide quality and efficient customer service to members through quality improvement initiatives, problem resolutions, and innovations. Support care management teams and assist in the triaging of incoming phone calls from members, ordering of supplies, arranging services and ensuring necessary follow up. Essential Job Functions : Collaborate with the integrated care team to ensure all aspects of members care are being addressed and monitored to promote quality, cost effective outcomes Perform duties necessary to arrange services for members and conduct any required follow up on those services or other member issues Interpret and apply policy Engage in problem solving around Aetna service delivery issues as identified by management Intervene as necessary on issues relating to member, provider or other customer complaints or concerns and take measures to correct the situation ensuring that appropriate personnel are involved and informed. Receive incoming calls from various members / customers (internal and external) requesting information or assistance and provide appropriate and timely response or referral to the correct team member, providing exceptional customer service. Transfer members to appropriate staff / department. Support members from the COA 5 county area Update service plan / care plan and notify Care Manager with service changes and additions.Qualification Requirements : Minimum of one year of experience in social services or direct customer service or an equivalent combination of education and experience. Able to gain knowledge and understanding of issues related to the elderly population. Tolerant, empathetic, good interviewing capability. Knowledge of community resources within Southwestern Ohio. Excellent customer service skills. Ability to collaborate and problem solve in a self-directed team environment. A valid driver's license and reliable transportation for travel within Southwestern Ohio. Excellent computer skills, including the Windows operating and email system, MS Word, MS Excel, data entry and the ability to learn new software applications as needed. Ability to travel within the state of Ohio for training. Respect for the cultural, spiritual, racial and ethnic beliefs of others.Council on Aging is proud to be an equal opportunity employer. Council on Aging considers qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary : $128