Mb Staffing Services LLC is seeking the support of a Patient Care Coordinator to support one of our clients in the District of Columbia.
The Program Coordinator, Care Navigation will serve as an administrative resource for internal and external customers – collaborating with staff to triage and process telephone calls from enrollees, caregivers, and providers ranging from general information to more complex situations related to care management. The candidate will ensure Care Manager productivity by maintaining calendars; scheduling member appointments; consultations; meetings, and member travel, and associated follow-ups. Administrative work will be closely coordinated with the member’s care manager and primary care physicians, and will support members’ individualized care plans which incorporate medical, social, psychological and behavioral needs and challenges.
Essential job duties:
Supports and coordinates services for members who have mild to complex medical and mental/behavioral needs:
Candidate will serve client's members and their Care Managers in care coordination efforts prescribed through the CASSIP contract.
Supports care managers in gathering clinical information which may include past medical history, medications, physical/psychological factors, cultural influences, evaluation of health care barriers to include: available support systems, available benefits, community resources, and treatment and medication compliance.
May provide wide range of outreach services to members and families. Outreach includes linkage to resources, planning, monitoring, and coordination with other team members – as instructed by Care Manager.
Assist CM staff in planning for transitioning of enrollees from Early Intervention to DCPS; from pediatric to adult providers; out of the plan when the enrollee ages out (begins two years prior to age maximum plan age) or is dis-enrolled for any reason; transferring in or out of acute care facilities, LTC, PRTF, or other institutional care; and entering or exiting the custody of CFSA or DYRS.
Performs comprehensive non-clinical support activities for Care Managers and completes all necessary documentation duties:
Contacts members to schedule appointments; consultations; meetings on the behalf of Care Managers.
i. Provides members/caregivers/family with courteous, informative, and helpful service.
ii. Maintains professional and customer focused demeanor in all interactions.
iii. Applies time management and organizational skills effectively
Assesses all telephone call needs and prioritizes their urgency in a creative, problem-solving manner.
Documents all telephone call outcomes in the system according to CM policies and procedures.
Monitors the compliance of mental health/medical/therapy appointments, while identifying and reporting noncompliance, missed appointments, and other reportable incidents including communication to Care Managers, PCP, and specialists
Processes follow-up telephone calls to internal and external customers, as appropriate.
Completes and follows up on referrals and status of referrals in a timely and accurate manner.
Assists in arranging member transportation services to and from all pertinent appointments; consultations; meetings as per Care Managers’ instruction.
Provides updates on non-clinical duties in a thorough, timely and accurate manner.
Responds and tries to resolve concerns regarding patient coordination and scheduling by taking appropriate corrective action(s) or referring concern(s) to appropriate resource. This may include contacting appropriate resources on behalf of the member
· Demonstrates understanding of quality of service and collaborates with co-workers to ensure excellence standard is achieved
· Innovates through improvement of care and/or efficiency of operational processes.
· Dedicated to a standard of performance excellence and high quality.
· Embraces changes/improvements and actively participates in the implementation of new/improved programs, technology, new equipment, systems and resources that promote quality of care, safety and efficiency
· Identifies, prioritizes and selects alternative solutions to determine best outcome
· Maintains a high level of activity/productivity, meeting deadlines and appropriately prioritizing tasks to meet business demands
· Anticipates problems and attempts to solve before they develop
- A minimum of 2 years of related experience in medical administration or related clerical role.
- Excellent verbal and written communication skills.
- Familiarity with computer systems and applications. Computer literate in Microsoft Suite.
- Strong organizational skills.
- Ability to interpret and apply departmental requirements.
- Ability to make sound decisions and use good judgment.
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practice.