Care Management Coordinator

Company : Highmark Inc. Job Description : JOB SUMMARY This Position is a Call Center Environment This job performs accurate and timely processing of pre-certification requests for authorization of medically necessary health care services, at the appropriate level of care, based on the benefits for the line of business, and in compliance with the organization's policies, procedures and regulatory requirements. Documents, processes and routes requests for services to the nurse reviewer and other departments based on documentation procedures, including review type, clinical information, and decision timeframes. Follows policies and procedures to assure case completion and compliance with state and federal regulatory agencies. Maintains or exceeds department standards for call volume, response time and related production and quality measures. May interact with other departments and providers to resolve cases. ESSENTIAL RESPONSIBILITIES + Proactively inform designated individuals of the status of work assignment to assure decision timeframes and notification requirements are met. + Communicate effectively with Utilization Management Staff, providers, other internal and external customers and management. + Route Cases Based on Established Guidelines. + Provide accurate and timely routing of service requests to the nurse reviewer to assure that the decision and notification timeframes are in compliance with regulatory guidelines. + Process service requests meeting established guidelines, and document and route requests that are not permitted. + Request additional information verbally and in writing when the information provided is not adequate to make a medical necessity determination. + Escalate appropriate cases to leadership that require a clinical review and/or other intervention. + Assist with reporting as directed. + Participate in precepting of new employees, as assigned. + Maintain or exceed department call center standards. + Adhere to line of business phone standards to assure regulatory requirements are met. + Utilize phone functions to monitor the number of calls in queue and wait time. + Utilize daily phone standard reports to assess opportunities for self-improvement. + Meet or exceed standards for other production and quality measures. + Other duties as assigned or requested. EXPERIENCE Required + 3 years of experience in customer service + 3 years of experience in typing, keyboard and computer skills + 3 years of work experience in medical terminology Preferred + Work experience with ICD-9 and/or CPT coding Skills + Compliance with all regulatory agency requirements is essential as consequences could result in potential for sanctions up to possible contract termination for all product lines EDUCATION Required + High School diploma / GED Preferred + Associates degree or certification in a health related occupation Language (Other than English): None Travel Requirement: 0% - 25% PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS Position Type Office-based Teaches / trains others regularly Occasionally Travel regularly from the office to various work sites or from site-to-site Rarely Works primarily out-of-the office selling products/services (sales employees) Never Physical work site required Yes Lifting: up to 10 pounds Constantly Lifting: 10 to 25 pounds Occasionally Lifting: 25 to 50 pounds Rarely _Disclaimer:_ _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._ _Compliance Requirement_ _: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._ _As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Companyu2019s Handbook of Privacy Policies and Practices and Information Security Policy._ _Furthermore, it is every employeeu2019s responsibility to comply with the companyu2019s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements._ Pay Range Minimum: $21.53 Pay Range Maximum: $32.30 _Base pay is determined by a variety of factors including a candidateu2019s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._ Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at California Consumer Privacy Act Employees, Contractors, and Applicants Notice Req ID: J270848

Created: 2025-10-17