Care Management Engagement Coordinator

Job Description:

Conducts outreach to patients, family, or responsible party to engage patients and enroll them for care management services. This position requires excellent phone-based customer service skills, clear verbal and written communication, ability to follow directions to track and complete a series of complex tasks, basic administrative skills and comfort using technology to track and manage work tasks (Word, Excel, Adobe, and tracking databases). To be effective, the coordinator must enjoy communicating with patients via telephone, have a can-do attitude, and an interest in supporting patients, healthcare, and advocacy.

Duties and Responsibilities

1. Conducts outreach to patients and/or responsible party by phone, mail, MyChart secure messaging to engage with patients and enroll them for Care Management services.
2. Utilize a variety of outreach strategies to engage various patient populations.
3. Review Proactive Risk Reports and perform chart reviews to identify and engage patients for Care Management services such as Complex Care Management, Social Work, Health Coach and Community Health Worker services.
4. Identify the root cause of gaps in use of services such as physician access through discussion with patients and help to close those gaps.
5. Works closely with the practice clinical team to support patient engagement and confirm the patient has connected with resources, as appropriate.
6. Utilize scripting and standard work to proactively outreach to patients and incoming referrals
7. Coordinates with appropriate entity on behalf of the patient and/or responsible party after identifying gaps in care.
8. Provide excellent phone-based customer service skills, engage patients using motivational interviewing.
9. Responsible for the care and maintenance of department/entity equipment and supplies; mail distribution.
10. Enters and/or retrieves data from established computer files using knowledge of various computer software applications.
11. Attends meetings as required.

Qualifications

• Minimum Experience:
  • 1 year experience in a healthcare environment
• Minimum Education:
  • Post High School Vocational/Specialized Training
• Required Certification:
  • Licensed Practical Nurse (LPN) in PA
  • Basic Life Support (BLS)
  • Req Courses/TrainingCompletes all required education programs and competency testing needed to perform at an advanced level.
  • Medical terminology.
• Skills:
  • Proficient communication skills including SBAR technique.
  • Ability to effectively present clinical information to the care team.
  • Proficient in navigating and entering information into an electronic health record.
  • Models teamwork.
  • Self-motivated and dependable
  • Able to work independently.