• Deliver high-quality, front-line technical support primarily via phone • Participate in a rotating after-hours support schedule • Troubleshoot and resolve complex client issues related to product functionality • Interpret and explain standard reporting tools and identify discrepancies • Develop and maintain comprehensive internal documentation and client-facing knowledge base content • Support pre-release testing by validating new features and functionality prior to client deployment

• Monitors incoming call volume throughout the day and assigns staff accordingly to various scheduling duties. • Responsible for creating a seamless experience by coordinating and scheduling appointments for patients. • Functions as an associate/representative as needed. • Provides support for front desk operations including greeting customers and visitors, answering calls, copay collection, and processing external medical records. • Responsible for accurate scheduling/re-scheduling/cancellations of patient visits using extensive knowledge of appointment types, providers and specialties. • Delivers expert knowledge of scheduling guidelines, patient registration, pre-certification requirements and health insurance procedures.

• Responsible for communicating and providing information which meets the payor requirements for initial notification of Inpatient admissions and Observation • Timely completion of insurance verification and authorization related activities • Collaborates with other departments to ensure efficient processes and facilitate problem solving • Verifies insurance coverage/benefits utilizing online eligibility or by telephone inquiry to the employer and/or third party payor • Ensures appropriate statistical data is obtained for patients in assigned patient population areas; communicating with payors timely and accurately

Role Description Join our award winning culture as we serve members in your area! The Transportation Associate offers support and technical assistance to the Care Management Division by promoting, enhancing, and facilitating access to transportation services, including integration, and coordinating services for individuals with disabilities, older adults, and low-income individuals. - Schedules transportation upon request from members and/or inter-disciplinary team (IDT) staff. - Develops training for IDT staff and members to create awareness and knowledge of public and alternative transportation options available within the local communities served by LCI. - Supports IDT functions in entering authorization data for approved transportation. - Collaborates with the Network Relations Team to address identified gaps in transportation services and/or quality issues and provides education and support to vendors. - Develops and maintains a transportation call center for use by Lakeland Care (LCI) members and assisting members in accessing reliable and cost-effective transportation. - Cooperates with local transportation service providers to ensure optimum transportation opportunities for customers considering mandates, regulations, and expectation. - Participates in community, including local and statewide, transportation/mobility coalitions to improve community access. - Demonstrate emotions appropriate to the situation and continue to perform steadily and effectively. - Respond constructively to emotional situations, high pressure, and conflict. - Respect other opinions and concerns and value diversity in thought and action. Qualifications - High School Diploma and experience which provides the necessary knowledge, abilities, and skills to complete essential job duties. - Family Care or IRIS experience preferred. - Able to develop knowledge of regional transportation resources, systems and processes. - Understand the role of transportation in promoting community integration. - Understand the unique transportation challenges faced by persons with disabilities, older adults, veterans, transitioning youth, and low-income individuals. - Utilize a creative, collaborative and solution-focused approach to address unique community challenges related to accessible transportation. - Receptive to gaining an understanding of, assessing and utilizing varying technologies to facilitate mobility management services. - Ability to design, develop, and present training programs and materials, including conducting needs analysis and program evaluation. - Plan, prioritize and organize work effectively; work successfully under pressure and to meet deadlines. - Analyze problems, propose reasonable solutions, make logical decisions, carry out decisions made, and follow up with feedback where appropriate. - Infrequent travel throughout the LCI service area and throughout the state. - Current driver’s license, acceptable driving record and proof of adequate insurance required. Company Description Lakeland Care is a Wisconsin-based non-profit organization that focuses on creating a world we all want to live in. With long-standing roots as a managed care organization (MCO), Lakeland Care provides long-term care services and supports to eligible frail elders and individuals with physical and intellectual or developmental disabilities to achieve their daily and lifelong goals through Wisconsin’s Family Care program. Currently we serve in 22 counties and have 11 offices in the Central to North East region of Wisconsin. - Our Mission: Empowering individuals. Strengthening communities. Inspiring futures. - Our Vision: To create a world we all want to live in. - Our Core Values: - Kindness – We believe kindness is always possible and that no compassionate act is ever wasted. - Inclusion – We believe that open hearts and open minds are the only path to a brighter future. - Trust – We believe that honesty is still in style and that promises still have power.