Customer Care Navigator, ABA services - remote (PA/NJ/DE)

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

The Autism Care Navigators provide support for families with children served by the IBX Autism Case Management team. The ACNs are responsible for serving as a single point of contact for families, ensuring accurate and viable referrals for diagnostic, ABA and other care, outreaching member families, screening for behavioral and medical care management needs, assessing for and providing community resources, educating members regarding benefits and authorization process, coordinating with Autism care managers to ensure support positive member experience, other responsibilities as assigned.

Hours: 9a-5:15p, occasionally covering until 6p 

ESSENTIAL FUNCTIONS

Provide information to inbound members and providers callers regarding Autism, ABA , and other mental health and substance use disorder benefits, community resources, care management programs and services, policies and procedures

Responsible for making outreach calls to member families to educate them around the Autism Case management program, screen for any care management or referrals, support program document collection, and coordinate with the care managers on member and family care needs,

Collaborate with network providers to identify appropriate referrals for diagnostic, ABA and specialty care

Provide follow up calls to support appropriate information needed for authorization process 

Coordinates with lead Autism care managers to address identified member and family care needs including attending rounds and team meetings.

Promote quality service delivery and effective care transitions planning for optimal member health outcomes

Coordinate with Network Operations staff to facilitate access to providers in the Member's area

Promotes quality service delivery and reducing the burden member families face in dealing with a long-term disability

Provides administrative support services to clinical staff and in support of coordinated care and positive care outcomes such as building cases in system to begin Utilization Management process.

Qualifications

Bachelor's degree in Social Work, Psychology or related healthcare field and three (3) or more years of experience in a health care, or managed care setting

Strong computer and keyboarding skills (MS Outlook, MS Word, MS Excel, Adobe Acrobat, and data processing), including the ability to document while simultaneously while taking information over the phone

Excellent written and verbal communication, interpersonal, and organizational skills

Excellent assessment and engagement skills

Basic understanding of diagnostic requirements

Ability to make referrals for testing

Basic understanding of medical comorbidities

Familiar with behavioral health/medical terminology

PREFERRED

Bachelor's degree and five (5) or more years of experience in a health care, managed care setting

Experience working with members with autism or other developmental disabilities and their families

Bilingual (English and Spanish)

KEY ATTRIBUTES

Self-motivated and the ability to assume a collaborative role in ensuring that all objectives are met

Ability to work independently to meet team objectives/goals

Professional demeanor in response to all situations regardless of the nature or circumstances of the situation

Able to manage multiple tasks in a fast-paced, changing environment

Ability to work within a collaborative, team-oriented environment

Fully Remote:
This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. However, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.