Community Support Coordinator - CS Support

Job Description

Job Description

We are seeking a detail-oriented and customer-focused Community Supports Coordinator to manage member services, utilization tracking, and authorization processes. This position is responsible for maintaining ongoing communication with members, caregivers, and health plans to ensure authorized service hours are utilized appropriately and services continue without interruption.

The ideal candidate is highly organized, proactive, and comfortable managing a high volume of communications, documentation, and service requests in a fast-paced healthcare environment.

Key Responsibilities

• Serve as the primary point of contact for members, caregivers, health plans, and funding partners.
• Monitor authorized service hours each billing cycle to identify underutilization or overages.
• Conduct proactive outreach to members and caregivers regarding service utilization, eligibility, and authorization needs.
• Coordinate reauthorization requests, collect required documentation, and ensure timely submission to prevent service interruptions.
• Manage and resolve Salesforce cases related to utilization, member services, and reauthorizations.
• Communicate with health plans and funding sources to facilitate authorization extensions and resolve service-related concerns.
• Maintain accurate member records, including service utilization, authorization status, and communication history.
• Respond to high volumes of inbound calls, emails, chats, and messages while providing timely resolutions.
• Provide weekly updates to case managers and health plans regarding member status, utilization, and pending authorizations.
• Identify barriers to accessing services and provide appropriate resources and solutions.
• Collaborate with internal departments and external partners to resolve escalated issues.
• Support closed-loop referral processes and care coordination requirements.
• Maintain HIPAA compliance and protect confidential member information.
• Complete additional administrative responsibilities and meet established performance goals.

Qualifications

• High school diploma or GED required; bachelor's degree preferred.
• 1–3+ years of customer service, healthcare coordination, or related service experience.
• Experience with ticket management systems, case tracking, or customer relationship management platforms.
• Proficiency with Salesforce or similar CRM software.
• Strong Microsoft Office skills, including Word, Excel, and Outlook.
• Ability to manage high volumes of calls, emails, cases, and documentation while meeting deadlines.
• Excellent written and verbal communication skills.
• Strong attention to detail, organizational skills, and problem-solving abilities.
• Ability to work independently, prioritize competing responsibilities, and maintain accurate records.
• Experience communicating with health plans, members, or healthcare service providers is beneficial.
• Bilingual English/Spanish preferred.
• Reliable internet connection required for remote work.

Additional Information

• Primarily remote with approximately one monthly in-office visit; additional visits may be required based on business needs.
• Occasional evening or weekend availability may be required.
• Must be comfortable working in a fast-paced, service-oriented environment with established productivity and quality expectations.