Care Coordinator/ Patient Navigator

Job Description

Job Description

PURPOSE:The Care Coordinator will assist patients and their families to navigate and access community services, other resources, and adopt healthy behaviors through health promotion, disease prevention and disease management. Provide social support and goal setting, health behavior changes and advocates for individuals and community health needs. The Care Coordinator will also indirectly support the clinic team (Medical/Behavioral/ Dental) through an integrated approach to care management and community outreach. Care Coordinator is also, responsible for the scheduling, rescheduling, and canceling of appointments, to include the screening and transferring of phone calls, answer patient questions, appointment confirmations and patient registration while projecting a positive first impression of the organization, by communicating effectively with co-workers and the public, by answering all incoming telephone calls for all the medical offices.DISTINGUISHING CHARACTERISTICS:The following are attributes that make this position unique:A Care Coordinator works in a busy medical clinic environment and must be courteous, polite, and helpful to callers, and ECFH staff while exhibiting customer service. It requires excellent telephone etiquette, ability to work well under pressure; ability to work accurately and efficiently; and ability to work well and in a supportive manner with all customers and ECFH staff. Position requires attention to detail, ability to relate data elements, and ability to evaluate discrepancies in data and documents using defined sources of information. The incumbent is responsible for identifying correct responses, and for recommending action with a high degree of reliability. Provides social support goal setting, health behavior changes and advocacy and other community health needs, such as community outreach and health screenings as required. Has access to personal data regarding patients and their families, which requires maintaining a high level of confidentiality of information (i.e., HIPAA and other personal and confidential information. The employee has no significant financial responsibility)DUTIES & RESPONSBILITIES (minimum requirements):General Requirements:1) Perform all duties consistent with AAAHC and Meaningful Use (MU) Team guidelines, assignment, and training; evidence-based guidelines in clinical practice and population management activities utilizing certified EHR systems.2) Cross Training and Utilization, as it applies to the employee's job description and ECFH Code of Ethics Policy.3) Medicaid Program; Streaming the Medicaid, Childre's Health Insurance Program, and Basic Health Programs Applications, Eligibility Determination, Enrollment, and Renewal Process. 4) Greets callers in a calming and reassuring manner while providing telephone support by answering phones and communicating correct information/messages and routing them to appropriate personnel and returns calls as needed within required timeframe as established.5) Answer all incoming calls and properly dispose of calls via appropriate transfer, message taking, or follow-up and return call.6) Work closely with medical providers and other clinical personnel to ensure that patients have comprehensive and coordinated care. To this regard, follow-up services to patients should be continuous from initial identification through closure.7) Ensure that patients are called two days in advance and notifies patient about next day scheduled appointment.8) Maintains an atmosphere of professionalism and customer service. 9) Schedules new and established patients and confirms appointment.10) Maintains scheduling by making appointments; entering new patient information and correcting/updating information for established patients (e.g., name, address, phone number, etc.); scheduling new and established patients; and confirming appointments. Assisting with value-based care. 11) Enter new patient information, corrects/or updates information for established patients.12) Comply with the HIPAA Privacy Act.13) Consistent reports to work on time prepared to execute the duties required of the position.14) Attend and participate in training and meetings assigned.15) Update professional and technical skills by pursuing continuing education or seminars related to job responsibility. 16) Adheres to customer service by exhibiting behavior and actions which create a high level of patient relations, which reflect respect for the patient's/customer's rights, needs and confidentiality.17) Conducts intake interviews with patients, including enrolling and/or referring patients into various community-based programs available to them.18) Provides follow-up services to patients and their families via phone calls, home-visits, and visits to other community-based settings assessable to patients.19) Assist patients with completing applications and registration forms.20) Assists patients connect with transportation resources and give appointment reminders in special circumstances. Transporting patients is strictly prohibited.21) Provides cultural mediation related to health services or information for community members.22) Responsible for establishing trusting relationships with patients and their families while providing general support and encouragement.23) Provide referrals for other needed services to community agencies as appropriate.24) Act as a patient advocate and liaison between the patient/family and community service agencies (schools, Department Human Services, hospitals, support groups, etc.).25) Provides information, training and support to patients, clients, and families by performing outreach to the community, receiving client referrals, conducting, or assisting in educational efforts, and responding to requests for support and guidance.26) Exhibit excellent working relations with patients, visitors, and staff, effectively communicating ECFH's mission.27) Knowledgeable about community resources appropriate to the needs of patients and their families.28) Performs other related assigned duties and responsibilities, in accordance with the employee's job description and ECFH Code of Ethics Policy.Knowledge, Skills and Abilities:1) Knowledge of basic telephone etiquette and protocols.2) Ability to communicate both orally and in writing by telephone and email.3) Must have strong customer-service and teamwork orientation. 4) Knowledge and Fluent skill of Microsoft Office Excel and Word applications, internet explorer usage, and Outlook.5) Strong interpersonal, communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.6) Knowledge of clerical, organization, and office skills. 7) Knowledge of Electronic Medical Records systems.8) Requires attention to detail ability to relate data elements, and ability to evaluate discrepancies in data and documents using defined sources of information.9) Ability to maintain effective work relationships.10) Ability to work with people in stressful situations.11) Ability to operate, computer, copier, and fax machine.12) Ability to travel to outlying locations. 13) Maintain valid driver's license and clearance for unrestricted automobile insurance coverage pursuant to NM State law.PHYSICAL & OTHER DEMANDS OF THE POSITION:Physical Demands: Balancing, bending, lifting, carrying, climbing, and pulling up to 20 lbs. Sitting and standing for extended periods of time of longer than four hours or more. Working flexible schedule (i.e., flexible, evenings, weekends or as needed.) Hands & fingers (feeling & dexterity) Hearing Vision  Stooping, crouching, crawling, kneeling Talking WalkingExposures: Odors, fumes, toxicants, explosive materials and chemicals.  Muscular and muscular strain. Airborne Pathogens. Blood borne Pathogens. Chemicals.  Vision and hearing strain. Noise.  Electrical current; machine vibration; moving parts. Temperature.Benefits401 k Retirement7 Paid HolidaysMedical, Dental, Vision Insurance100% Employer Paid Basic Life InsuranceEmployee Voluntary Supplemental BenefitsEmployee Assistance ProgramFlexible Spending Account (FSA)Education: High school diploma or GED equivalent.Experience (preferred): Minimum of two (2) years' experience, with at least one (1) year experience in a related field.