Position Description:

APS Healthcare will be managing a new Care Coordination Management program for the California Department of Health Care Services (DHCS), servicing seniors and persons with disabilities and those with severe mental illness. DHCS is responsible for providing and overseeing health care to a highly diverse, publicly funded population of individuals who often have multiple chronic illnesses, may be seriously ill and near end-of-life, severely mentally ill, and are economically disadvantaged and may be lacking access to health care providers. The goal of the APS Care Coordination Management program is to decrease the fragmentation of care, improve health outcomes and end-of-life decision making along with reducing healthcare costs.

Are you ready to make a difference and join this new and exciting program? We are building a team of health care professionals in a newly created Sacramento based office to start up the program and be part of its success. We are looking for a seasoned Provider Services Coordinator to provide customer service and conduct intake in a call center environment. Serves as the liaison to providers and is responsible for performing activities designed to establish and maintain positive and productive relationships with providers. Coordinator provides quality service in resolving provider/practitioner issues and communicates with internal clinical and operational staff.

Responsibilities:
• Answer provider calls and emails within the Call Center Service standards of timeliness and accuracy. Maintain a high level of provider satisfaction with timely problem resolution.
• Maintain and update provider data.
• Assist members who do not have currently have a medical home to locate an appropriate provider who is accepting new patients.
• Assist providers with web navigation and portal access.
• Interface and collaborate with internal staff including Health Coaches and Provider Outreach Specialists.

Education:
• High school diploma or GED required. Associates degree or higher preferred.

Qualifications:
• Minimum of 2 years provider service experience in a position that required ownership for resolution of provider's issue is required; w/ 3 years experience preferred.
• Call center and healthcare experience required.
• Internet and web-based systems experience required.
• Experience with Microsoft Office products.
• Good communication skills and ability to interact with providers in multiple specialties.
• Ability to read and comprehend instruction related to customized products.
• Ability to multi-task and work independently or as part of a team to meet customer expectations as well as internal and external standards.
• Maintain provider, customer and employer confidentiality.
• Ability to combine multiple resources to resolve provider issues.
• Ability to hear what is not stated - Example: Recognize when provider is frustrated or may require education or instruction beyond the issue presented.
• Ability to de-escalate conflict situations with minimal supervisory assistance but recognize when a situation is beyond individual training/expertise and requires assistance.