Integrated Duals Program Coordinator II

• Understand, demonstrate, and model complex and comprehensive person-centered thinking
• Perform all duties of an Integrated Duals Program Coordinator I, including outreach to members and providers, coordinating schedules and services, documenting care coordination activities, and ensuring compliance with contractual and regulatory standards.
• Act as first point contact of escalation for complex or urgent member and provider needs, coordinating responses and involving the supervisors and collaborating with cross functional teams to ensure timely resolution of high priority requests
• Mentor and support Integrated Duals Program Coordinator I's and new staff by answering questions, sharing best practices, and ensuring consistency in documentation and workflow processes
• Maintains accurate and timely documentation and internal systems to ensure visibility across teams and continuity of service, while also ensuring ongoing collaboration and communication with the internal clinical team
• Serves as the primary point of contact for managing complex and urgent escalations while providing warm transfers, real time responses, and downstream resolution coordination as required.
• Coordinates provider and member scheduling efforts, supports high-volume outreach campaigns, and ensures task completion across multiple systems. Continuously and proactively engage members through participating in information collection and assertive outreach which includes via telephone calls
• Identify potential social support or community-based needs and initiates nonclinical referrals and coordination with care managers
• Monitors service delivery to ensure appropriateness of care and compliance with any waiver, including the most complex
• Maintain current and accurate documentation of contacts, case notes, referrals, and assessments in the electronic record according to current accreditation and compliance guidelines
• Document care coordination activities and member response in a timely manner according to standards of practice and CareSource policies regarding professional documentation
• Look for ways to improve the process to make the members experience with CareSource easier and shares with leadership to make it a standard, repeatable process
• Performs any other job related duties as requested.

• High School or GED required
• Bachelor's degree in a social science or healthcare related field preferred
• Three (3) years of experience in healthcare required
• Four (4) years of experience in healthcare preferred

• Intermediate proficiency level with Microsoft Office, including Outlook, Word and Excel
• Ability to communicate effectively with a diverse group of individuals
• Ability to multi-task and work independently within a team environment
• Knowledge of local, state & federal healthcare laws and regulations & all company policies regarding case management practices
• Strong advocate for members at all levels of care
• Strong understanding and respect of all cultures and demographic diversity
• Ability to interpret and implement current research findings
• Awareness of community & state support resources
• Critical listening and thinking skills
• Decision making and problem-solving skills
• Strong organizational and time management skills
• Trauma informed training

• None

• General office environment; may be required to sit or stand for extended periods of time
• Travel is not typically required

Compensation Range:

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Organization Level Competencies

• Fostering a Collaborative Workplace Culture

• Cultivate Partnerships

• Develop Self and Others

• Drive Execution

• Influence Others

• Pursue Personal Excellence

• Understand the Business