Service Coordinator Retention Specialist, MSHO

The MSHO Retention Specialist plays a vital role in supporting the continuity of Medical Assistance benefits for HealthPartners MSHO and MSC+ members. This position is responsible for proactive outreach to members, guiding them through the necessary documentation and submission processes required by county agencies.

Key responsibilities include:

• Initiating and conducting member outreach calls to explain required paperwork and assist with submission to county offices.
• Facilitating three-way calls with county representatives to promote effective communication and collaboration.
• Building and maintaining strong working relationships with county staff to streamline member support.
• Collaborating closely with Care Coordinators to ensure timely updates on member eligibility status and progress toward reinstatement.
• Accurately tracking outreach efforts and member interactions using documentation systems.
• Utilizing Excel and other data management tools to monitor activities and maintain organized records.

The ideal candidate will demonstrate strong interpersonal communication skills, attention to detail, and proficiency in documentation and data tracking systems.

ACCOUNTABILITIES:

• Liaison between HealthPartners and contracted counties
• Assists in maintaining a cohesive team by contributing to a collaborative, respectful, and diverse environment.
• Participates in, and contributes to appropriate departmental and organizational meetings.
• Establishes and maintains good working relationships with colleagues in the department, as well as other areas that support case management including external customers.
• Documents all patient and provider contacts in CareRadius.
• Makes outreach calls to members, responsible parties and counties as needed and directed.

REQUIRED QUALIFICATIONS:

• Associate's degree or 1 year of related experience.
• Minimum of three years customer service experience, preferably in the health care industry.
• Medical Terminology class/training or 1-year related experience.
• Excellent computer skills using Microsoft Word, Excel and e-mail.
• Excellent phone etiquette and customer service skills.
• Excellent oral and written communication skills.
• Good problem-solving skills.
• Excellent organizational skills.
• Ability to work independently and within established time frames.

PREFERRED QUALIFICATIONS:

• Prefer experience with one or more HealthPartners systems such as CareRadius, HCSS, or Epic.
• Previous experience in a health care environment.
• Knowledge of Medical Assistance (Medicaid), claims payment, waiver services, and managed care.
• Bilingual or previous work experience with a diverse population to enhance the customer experience of members.

DECISION-MAKING:

• Identifies complex questions or situations and consults with the appropriate Supervisor for resolution.
• Makes recommendations to program leadership for service and workflow improvements.