Intake Coordinator, Case Management

Workforce Classification: Telecommuter

Join Our Team: Do Meaningful Work and Improve People’s Lives Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we’re able to better serve our customers. It’s this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com/.

This is a work from home opportunity! Experience in Motivational Interviewing is highly preferred! The Intake Coordinator is responsible to provide the initial outreach, engagement, and screening of members. The intake coordinators educate and assists members in accessing care to close care gaps, utilizing digital resources to support condition self-management, and engage members in case management services. Our intake coordinators support our case management program through specialized assistance including assisting members in accessing centers of excellence (COE) and support the COEs by gathering the member medical records for providers to make determinations, researching complex clinical information, identifying community resources to meet unique member social determinants of health needs, and locating in-network providers (e.g., primary care, specialty, and behavioral health).

Services include answering and managing member, provider and warm transfers to our phone queue, and researching, gathering and analyzing data, writing reports/presentations and presenting findings on a variety of projects that support Clinical Programs.

What you'll do:

• Provides initial screening of potential complex case management referrals, including screening warm transfers from Customer Service and vendor referrals (e.g., Nurse Line, EAP).
• Works with Case Managers to ensure potential case management referrals are appropriate for the program.
• Researches and provides clinical and complex resource information for case managers and engagement specialists to assist in the management of complex case management cases including maintaining community resource knowledge base.
• Applies nationally accepted criteria to pre-screening members.
• Educates potential candidates for case management regarding the overall case management programs and obtains permission for services, if appropriate.
• Identifies and works to resolve social determinants of health issues that impede proper use of health care services or access to services.
• Informs members of designated programs, gather medical records on behalf of the member and COE
• Research complex clinical information, community resources and locates providers with openings (e.g., residential treatment centers, specialists)
• Ensures documentation is clear, concise and meets all regulatory, legal and accreditation standards.
• Answers calls from members, providers and warm transfers (e.g., Nurse Line, Customer Service) to assist members in accessing care.
• Answers digital member inquiries in our mobile app.
• Triages members (e.g., calls, digital)
• Researches, gathers, and analyzes data; writes reports, including departmental reports such as but not limited operational (e.g., referral source, volume, case assignment), outcome (e.g., satisfaction, clinical), NCQA and quality improvement projects.
• Works collaboratively with providers and support embedded / designated case managers ensuring provider specific reporting (e.g. inpatient notifications, member data, etc.) is provided in a timely manner and ensure accuracy of information shared.
• Identifies emergency department, urgent case and pharmacy utilization concerns and acts to resolve them by working with members, providers, Premera staff and community liaisons as indicated.
• Acts as point person to assist with case management process related questions from internal support staff and customer service.
• Other clinical and administrative duties

What you'll bring:

• Bachelor's degree in social services, human services, behavioral sciences or licensed in allied health field (Required)
• 3 years' clinical experience or healthcare experience (Required)
• Motivational interviewing experience is preferred
• 5 years clinical experience with patients
• 3 years healthcare experience
• Preferred: Licensed as Licensed Practical Nurse (LPN) or a Certified Counselor (CC)
• Prior Mental Health/Social Work experience
• Prior Medical/Surgical experience

Premera total rewards Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:

• Medical, vision, and dental coverage with low employee premiums.
• Voluntary benefit offerings, including pet insurance for paw parents.
• Life and disability insurance.
• Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.
• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.
• Generous paid time off to reenergize.
• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.
• Employee recognition program to celebrate anniversaries, team accomplishments, and more.

For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.

• Commuter perks make your trip to work less impactful on the environment and your wallet.
• Free convenient on-site parking.
• Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
• Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
• Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

Equal employment opportunity/affirmative action: Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin . The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

The salary range for this role is posted below; we generally target up to and around the midpoint of the range.

National Salary Range: $54,400.00 - $87,000.00

National Plus Salary Range: $62,000.00 - $99,200.00

• National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating an environment where all employees are celebrated for their unique skills and contributions.