Supervisor, Case Management Special Programs Ops (Finance)

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

This leader will report to the Manager of Case Management Special Programs under the overall Case Management Special Programs umbrella, specifically supporting TRICARE beneficiaries seeking benefits under Extended Care Health Option (ECHO) and Autism Care Demonstration (ACD). Supervises daily operations of non-clinical case management special programs services and staff.

Education & Experience

Required:

• High School Diploma or G.E.D. equivalent
• Two years or more supervisory experience or equivalent leadership role in health care operations such as medical office and health plan operations contact center
• U.S. Citizenship
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation

Preferred:

• Experience in TRICARE ECHO and Autism Care Demonstration programs
• Experience as contact center supervisor in health plan contact center
• Accredited Medical Assistant certification or equivalent medical operational experience
• Bachelor's degree or higher in health-related field
• Knowledge of medical terminology

Key Responsibilities

• Supervises the daily non-clinical operations of case management specialty program services.
• Manages call center operations including inbound and outbound calling, scheduling for multiple time zone coverage, and measurement/monitoring of call center performance.
• Hires, coaches, counsels, evaluates, and develops non-clinical staff. Supports recruitment efforts by interviewing, selecting, and training new staff.
• Actively develops working knowledge of the ACD and ECHO programs and applies to non-clinical staff workflows applies knowledge of HIPAA privacy and security regulations as well as URAC accreditation standards to ensure compliance in daily practice.
• Coordinates staff orientation and training. Ensure staff provide services within scope of job and in compliance with organizational protocols, desk procedures, and policies. Provides staff training, including training aids. Documents and assesses effectiveness of staff training.
• Supervises individual staff caseload and beneficiary needs to ensure support of timely delivery of care as well as productivity and timeliness requirements.
• Evaluates non-clinical performance for quality, timeliness, and process consistency. Conducts regular and ad hoc audits, providing staff feedback regarding results and process improvement. Participates in the evaluation of the overall case management program.
• Ensures compliance with TriWest policy and department desk procedures.
• Collaborates with the Director, Case Management Special Programs and the Medical Director for Case Management Special Programs on program interpretation and guidance.
• Participates in clinical and non-clinical performance improvement projects. Actively participates in meetings.
• Performs other duties as assigned.
• Regular and reliable attendance is required.

Competencies

Coaching / Training / Mentoring: Actively foster actions required for desired business outcomes through ongoing constructive feedback.

Communication / People Skills: Ability to influence or persuade others under positive or challenging circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Delegation Skills: Provide clear performance expectations for projects and ensure adequate access to resources for completion.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues, tactics, and strategies.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Thorough knowledge of TRICARE policies and procedures; Case Management, ECHO, Autism Care Demonstration, Referral Management, and Utilization Management principles; HIPAA Privacy and Security regulations; URAC accreditation standards, Managed Care concepts; community resources; alternative funding programs; medical management systems.

Working Conditions

Working Conditions:

• Availability to cover any work shift
• Remote/virtual work preferred, minimal travel anticipated
• Extensive computer work with prolonged sitting
• Department of Defense security clearance required

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®!

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $65,000 - $79,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.