Access Coordinator

Minneapolis, Minnesota
Jan 25, 2023
Feb 03, 2023
Employment Status
Full Time
Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 600,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs.

UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers.

At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.




UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.


Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 200 Workplace for 13 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.


Work Location: Work from home

The health and safety of our employees, members, providers, and our community is our highest priority. Therefore, all new employees are expected to be fully vaccinated against COVID-19 prior to starting at UCare, subject to limited exceptions such as for a sincerely held religious belief or for medical reasons.

Position Description

This position serves as a centralized entry point to the Mental Health and Substance Use Disorder Services (MH & SUDS) department for members who are requesting a community based mental health or substance use related telemedicine or face-to-face appointment. Responsible for: management of member related telephone, fax, and electronic communications from members and providers as it relates to identification of member's clinical needs, triaging concerns, coordination, and scheduling of mental health and/or substance use disorder services with in-network UCare providers. Participates in the coordination of crisis identification/intervention as needed.

• First point of contact for members and providers as a centralized liaison for mental health and substance use disorder services. This includes speaking with members and assisting them with identification of their clinical needs, triaging concerns, answering telephonic inquiries from members, and advising them about available telemedicine/face to face appointments with external partnered providers and assisting with setting an appointment.

• Collaborate with members and/or family members, psychiatrists, primary care providers, clinic staff, and care coordinators/managers or other relevant multi-disciplinary entities on recommended or appropriateness of services to meet member's needs.

• Maintain a working understanding of mental health and substance use disorder diagnoses with the ability to identify symptoms of a disease state well enough to identify and assist the member in finding an appropriate provider who can treat the condition. Incorporate culturally appropriate approaches and services into member's care needs and services.

• Appointment pre-reminder and post follow-ups with members to talk through appointment needs and identify other appointment alternatives as necessary.

• Assist with transportation needs as covered or applicable to member's benefit plan.

• Utilize active listening to identify members who may be in a mental health or substance use crisis and follow department procedure for crisis intervention with a clinician.

• Support the methadone transportation (MAT) process by triaging member's needs for transportation to/from methadone clinic appointments. Work with external transportation providers to assign. Collaborate with MAT providers and Transportation team to ensure member's appointments and transportation are adequately provided for.

• Meet and maintain all established performance metrics as identified by the business unit.

• Identify, refer, or assist members with accessing MH & SUDS case management services who request or may meet criteria for MH & SUDS case management programs.

• Maintains the flow of communication through established call and clinical documentation system to complete a thorough and accurate screening of members needs with timely documentation in system. Meet productivity and quality measures as established by the department.

• Understand, implement, and support the Evidence of Coverage (EOC), Certificate of Coverage (COC), organization policies/protocols, authorization grid, department procedures and state and federal rules.

• Other projects and duties as assigned.


Bachelor's degree with focus on health, social service, psychology, or related coursework.

Required Experience

Two years' experience in a health plan, mental health or substance use provider setting. Knowledge of mental health/substance use disorder providers. Unrestricted Licensed Alcohol and Drug Counselor credentials with co-occurring disorders experienced. Use and understanding of medical terminology, DSM, CPT, ICD-10 coding.

Preferred Experience

Experience working with state and federally funded program in an HMO or MCO organization. Experience with customer services or appointment scheduling in a crisis call center.


The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

JOB POST DATE: 1/24/2023

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