Care Coordinator - EAP, Behavioral Operations - Evernorth Behavioral Health - Remote

The Cigna Group

15h • $24 - $37 • Remote

About The Position

The job profile for this position is Case Management Analyst, which is a Band 2 Senior Contributor Career Track Role.
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Work Schedule: Mon-Fri, 9:00pm-5:30pm CST
This position has advanced support responsibilities within the EAP department and performs a variety of duties related to coordination of services for EBH customers, providers, and client HR/managers.
Provides assistance to EAC and Clinical Navigation and Support teams administratively and by locating providers to respond to requests for Critical Incident services; scheduling Telephonic Consultation appointments; securing urgent appointments for participants in crisis and/or management referral cases; performing ad hoc provider searches and negotiating rates for services with out of network providers; coordinating provider schedules with customer needs for extended onsite services (i.e., coordinating layoff services for multiple sites.).
This position has a significant impact on the quality of EAP services provided to high-level management within our client companies. Services are being rendered, often to the level of management within the company that has authority and responsibility for contract retention with Evernorth.

Requirements

• Bachelor’s degree; mental health field preferred
• Minimum of two years related work experience
• Strong attention to detail required
• Strong interpersonal skills
• Ability to independently problem solve
• Ability to be a self-starter
• Takes initiative with a team-oriented attitude
• Excellent organizational skills are necessary to ensure all related paperwork is accurate and processed in a timely manner.
• Able to pivot between tasks quickly
• Technical knowledge of automated databases, tracking systems, and spreadsheet applications
• Excellent PC skills
• Strong numeric skills
• Proven customer service skills
• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Responsibilities

• Locate Critical Incident Health Care Providers for the Critical Incident Stress Management (CISM) cases handled by the Employee Assistance Consultant (EAC) staff.
• Educates providers regarding protocols for CISM services, including maintaining appropriate communications with client contacts, providing information on Employee Assistance Program (EAP) benefits, and reviewing billing reimbursement procedures.
• Find EAP providers for urgent appointment requests, management referrals, and for crisis calls/crisis situations handled by the EAC and CN&S teams.
• Assists with Telephonic Consultation Scheduling, including managing the Outlook calendar, Outlook bin, TruCare bin, and inbound call queue.
• Conduct outreach calls for scheduled appointment telephonic consultations.
• Conduct EAP Ad Hoc searches for EAC management referral cases when indicated.
• Outreach EAP Participants to conduct an EAP Participant Survey.
• Process and file ROIs, SAP Claims, EAP Case Closure Requests, and more.
• Process Critical Incident Provider Reimbursement forms for Accounts Payable and troubleshoot payment inquiries from providers as needed.
• Maintain all documentation in Aster and DG for CISM requests and provider reimbursements.
• Maintain documentation for Telephonic Consultations and Management Referrals in TruCare and/or CAMS.
• Assist clinicians with administrative needs & 911 calls.
• Conduct outreach attempts on MDLive & EBCG Referrals to connect customers to behavioral health resources.
• Process restricted account administrative handoff requests by consistently monitoring a TruCare Bin, Outlook Bin and Webex Chat.
• Complete assigned projects for process improvements.
• Consistently meet handle time, wrap up, and quantity goals currently in place for the year.

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level