Centralized Case Manager Specialist

Overview Under the general supervision of the Care Progression Manager, the Centralized Case Management Specialist acts to coordinate care and resources for SSH&EC clients. Works with RN Care Coordinators, Social Work, Mobile Integrated Health, Emergency department, Urgent and Ambulatory Care centers to coordinate services routed to the Centralized Case Management Office. This position supports care management and care coordination to facilitate quality and cost-efficient patient outcomes. Provides exceptional customer service while maintaining professionalism during interactions, responds to inquiries, and assists with scheduling and connecting patients and families to appropriate community resources. Responsibilities Conduct outreach calls. Facilitate the setup of ordered DME and/or home equipment to support community-based patient management when appropriate. Create referrals to Post-acute facilities and Homecare as directed by the RN Case Manager and Social Worker for discharge planning. Act as a communication liaison between care team and patient/family regarding care coordination, concerns and barriers. Maintain up-to-date documentation in the EMR reflecting changes in care plans and communications with Post-Acute vendors. Use SBAR to communicate with peers; employ closed-loop communication techniques. Provide information and referrals to Post-Acute vendors, obtaining acceptance or denial and communicating outcomes to the RN Case Manager or Clinical Social Worker. Arrange transportation when needed and escalate patient questions or concerns to the RN Case Manager as required. Work with the clinical care team to coordinate and facilitate care coordination and transitional care interventions for South Shore Health populations. Document activities via patient outreach and maintain professional interactions with patients, families, and referral entities. Maintain knowledge of resources available to clients, including provider benefits, public, private, and governmental payers and ACO relationships. Participate in departmental and organizational Quality Improvement initiatives and follow department policies and procedures. Qualifications Job Requirements – Minimum Education - Preferred: BS in Psychology, Social Work, Communications or health-related field preferred. Minimum Work Experience: 3-5 years recent healthcare experience or related field preferred. Experience with patients and families, elders and caregivers; knowledge of community resources, eligibility and referral processes. Experience working with patients and families over the phone. Experience working in a team environment. Required Additional Knowledge And Abilities: Excellent communication skills; ability to work independently and under stressful situations; problem solving; strong customer service skills; time management and self-organization; ability to work collaboratively within a multidisciplinary team; experience with patients with chronic health needs; competency in basic computer/keyboard skills; knowledge of medical terminology (preferred or to be completed within first 6-12 months). Proficiency with Epic Clin Doc, Ambulatory Healthy Planet, Epic Care Link, MyChart, Arcadia, Tiger Connect, Zoom, Jabber, and Outlook preferred. Must have a smartphone for business use to support Tiger Connect. Shift Day; Status Part time; Budgeted Hours 24; Compensation Pay Range $24.24 - $32.62. Note: May include day shift with occasional weekend and holiday work. This description does not imply job permanence or guarantee of employment. #J-18808-Ljbffr South Shore Health