Managed Long Term Services and Supports Triage Coordinator II

Job Category:  Administrative, HR, Business Professionals
Department:  Managed Long Term Services and Supports
Location: 

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  5032

 

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Managed Long Term Services and Supports Triage Coordinator II is responsible for routing referrals, inbound calls, emails, and online requests for services provided by the Long Term Services & Supports (LTSS) Department, to the appropriate staff to handle the question(s) and resolve issues. The Coordinator provides members and others with basic information about LTSS services and commonly requested information, resolving basic issues as possible. Long Term Services & Supports (LTSS) consists of:  In-Home Supportive Services (IHSS), Multipurpose Senior Services Program (MSSP), Care Plan Options (CPO), Long Term Care (LTC), Community Based Adult Services (CBAS), and services provided by Community Based Organizations (CBO). 

 

In addition, the position performs data entry, maintains confidentiality when communicating member information, and assists with the communication and coordination between programs, as well as other duties as assigned.

Duties

Designated Triage Coordinator will check emails and run reports in the system, to check for and pull pending requests. Urgent issues to be handled immediately. (45%)
     
Questions/issues involving a combination of or unknown areas - Triage Coordinator arranges a huddle of the respective areas for determination of handling. Triage Coordinator tracks/follows-up with respective areas to ensure that services are in place. (25%)


Receives incoming calls/referrals from internal and external sources (internal CBAS line; warm transfer to/from CM/UM/MS/G&A), LTSS Referral Form - ICT (Interdisciplinary Care Team), direct calls). Answers phones in a professional manner, takes accurate and concise notes/messages.  Refers misdirected calls to appropriate department or individual...Determines, utilizing screening tools/scripts, if issue/question can be immediately resolved by Triage Coordinator (basic/common questions/issues), or to be referred to respective Coordinator or Specialist (IHSS, MSSP, CPO, LTC, CBAS, CBO), accordingly. (10%)     

 

Interacts with all internal and external personnel and business contacts with professionalism, tact, diplomacy, and maturity. (10%)

 

Perform other duties as assigned. (10%)

Education Required
High School Diploma/or High School Equivalency Certificate
Education Preferred
Experience

Required:
At least 0-6 months of coordinator experience in health care/health services, with at least 1 year related experience, preferably managed care, Medi-Cal, Long Term Services & Supports, and/or as a Medical Assistant.

 

Preferred:
MLTSS experience.

Skills

Required:
Knowledge of medical terminology.

 

Strong verbal & written communication skills.

 

Proficiency with Microsoft Word & Excel.

 

Strong organizational, prioritizing, time management and interpersonal skills, along with sound judgment.

 

Must be detail oriented and a team player, with a strong work ethic.

 

Ability to maintain confidentiality.

 

Ability to complete assignments efficiently and accurately, within deadlines.

 

Ability to handle and coordinate heavy telephone responsibilities, in a professional manner.

 

Ability to multi-task and thrive in a busy, fast paced, start-up environment.

 

Persuasion Skills:  Must be able to interface with members, external individuals (i.e., facilities, providers, etc.) and sometimes convince/persuade others to comply with L.A. Care requirements and provide information in a timely fashion.

 

Preferred:
MS Access and PowerPoint skills.

 

Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.

Licenses/Certifications Required
Licenses/Certifications Preferred
Certified Medical Assistant (CMA)
Required Training
Additional Information

 

L.A. Care offers a wide range of benefits including

  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)


Nearest Major Market: Los Angeles

Job Segment: Medical, Medical Assistant, Data Entry, Healthcare, Administrative