Community Information Exchange Care Coordinator - Helping People - United Way of Greater St. Louis : Job Details

By bringing people and organizations together to solve our region's most pressing issues, United Way of Greater St. Louis is making our community a better place to live, work, and thrive. It's more than a day job. It's a mission. Come work with us!Program Overview:The St. Louis Community Information Exchange or CIE is a network of regional partners focused on improving the health and wellbeing of people in the St. Louis Region. Using a shared technology, partners share information and coordinate efforts to deliver holistic, person-centered care that helps families move from crisis to long-term stability. This is a grant-funded role.Position OverviewFacilitates network referrals that come to the CIE Coordination Center through a network provider, via an online Assistance Request form, or by phone. The Care Navigator ensures clients are connected to the best programs to address their needs. Conducts assessments and screenings over the phone and follows up with clients according to established guidelines. In addition, Care Navigators monitor cases being handled by providers, ensuring network standards are being met.General Responsibilities:Respond to inquiries from various sources while maintaining a high level of customer serviceProfessionally and sensitively perform intake, screenings, and assessments, gathering information and entering data into Customer Relationship Management systems (CRM).Screen clients for program eligibility to in-house programs, completing forms thoroughly and accurately.Provide accurate and relevant information to clients and providers.Make accurate, direct referrals to in-network providers using the CRM, monitoring provider progress in serving referred to clients.Work within 2-1-1 CRM to find non-network partners for needs not able to be met within the CIE provider network.Complete follow-up calls to assess for accuracy of non-network referrals, reassessments of needs, etc.Develop relationships with in-network providers and attend CIE Workgroup and Partner Agency virtual meetings.Meet regularly with leadership to address questions, receive performance feedback, and voice ideas.Key Accountabilities:Achieve an average of 85% or better on each quality indicatorsMeet or exceed benchmark goals that may include: Adherence to network standards, Follow-up goals, Documentation, etc.KSA (Knowledge, Skills and Abilities):Advanced customer service and problem-solving skillsHave basic knowledge of social service systems and how individuals access servicesBachelor degree preferred; or High School Diploma plus 3 or more years of experience in social serviceMust have good to excellent verbal skills; empathetic listening skillsMust have good to excellent written communication skills.Ability to work under pressure.High level of attention to detailAbility to successfully assess a situation and make recommendations based on various factorsMust be able to handle difficult situations with mature attitude, judgment, poise, tact, and diplomacy.Must be able to accurately type 45 wpm.Proficient in Microsoft Office applications and be able to utilize multiple computer-based systemsAbility to work with multicultural/ethnic inquirers, older adults, people with disabilities, LGBTQIA+ communities, and other populations.We offer a comprehensive benefits package including a hybrid work schedule, 12 days of vacation earned over the first 12 months of employment, sick pay, 10 company holidays, 5 1/2 flexible/personal holidays, 3 volunteer days, parental leave, health, dental, and vision insurance for you and your family beginning the first of the month after employment, life insurance, short term disability, long term disability, and a 403(b) with an organization match and 3-year vesting schedule.Employment is contingent upon passing a background check.United Way of Greater St. Louis is an Equal Opportunity Employer