Telecare Care Coach

Job Description

Job Description

“Improving the lives of those with chronic care diseases while providing solutions to our customers."

Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

Essential Duties:

Under general supervision, the Telecare Care Coach supports the administrative functions of the Chronic Care Management programs. This role is responsible for consistently maintaining a positive and helpful attitude while delivering exceptional customer service to all stakeholders, including patients, clients, referral sources, physicians, sales representatives, and fellow team members.

Responsibilities:

• Receive all new patient demographics and enter information into database, prepare kits for delivery, contact patients and schedule initial Respiratory Therapist (RT) home visit, appointments and equipment delivery, maintain census, use Health Plan/MG/IPA member portals or other client specific data access systems to retrieve member information and medical documents.

• Review all information for accuracy and completeness including patient information, patient demographics, assigned PCP, specialist and case management, coordinate imaging of member and related member documentation per policy and procedure.

• Maintain program information on all patients within the electronic documentation system and additional database. Maintain equipment logs, assure all equipment is returned and cleaned.

• Support the Clinical Director by scheduling meetings, providing agendas and minutes.

• Schedule Interdisciplinary Care Team meetings, act as a conduit to all members of the TCT. Record all meeting minutes, assure patient information is available prior to all TCT meetings.

• Respond to telephonic, electronic and written inquiries from in-house departments, care client staff including care managers and clinical staff. Respond to patient and family inquiries.

• Perform outreach phone calls to patients, families and their caregivers. Establish in the electronic documentation system, program-defined scheduled appointments for face-to-face encounters and/or video conferencing.

• Handle incoming calls from physicians, patients, providers, referral sources and care team members. Respond to patient and family inquiries.

• Maintain/update all required reporting.

• Perform all other duties as assigned and required by Department Leadership.

• Remain knowledgeable and up to date on all products, guidelines and insurance coverage trends.

• Maintain a professional, safe and clean work environment.

• Understand and adhere to all SuperCare Health company policies.

• Perform all other duties as assigned and required.

• Must meet minimum of monthly goals.

Qualifications:

Education and/or Experience:

• High School

• Three (3) years’ experience of customer service or transaction processing in a Managed Care setting required

• Medicare Advantage and Medicare Advantage Part D health plan with knowledge of enrollment activities preferred

• Working knowledge of MS Office including Word, Excel, and Access with proficient typing skills

Other Skills and Experience:
The ideal candidate will be:

• Detail-oriented and able to learn and follow policies and procedures

• Able to respond to common inquiries or problems in a professional manner

• Able to handle heavy workload, and adapt to a high-growth, rapidly changing environment

• Flexible, have good judgment, analytical skills and ability to work as a member of a team

• Able to work independently and to be organized in their work to ensure that tasks are completed in a timely manner

• In possession of excellent communication skills and be professional when dealing with all aspects of the programs

• Experienced in computer programs such as Word, Excel, Smart Sheet

Competency:
To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data

• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics

• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments

• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings

• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed

• Integrity – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values

• Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Creates and revises policies and procedures as needed

• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans

• Capacity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly

• Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed

Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests

What SuperCare Health is About

'SuperCare Health is a comprehensive, post-acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes.

Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.

Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.

We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.

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