- Consistently exhibits behavior and communication skills that demonstrate Tandigm Health’s commitment to superior customer service, including quality, care, and concern for each and every internal and external customer.
- Assist the field-based house calls team with moving the patient through the continuum of care by communicating with and completing tasks as directed.
- Assist the care management staff with implementation and documentation of the discharge care plan that includes initiation of referral forms, gathering clinical information, initiating the process of completing a chart and appointment scheduling.
- Communicate directly with patients on a timely basis for all scheduling requirements.
- Maintain accurate and complete documentation of records. Forms are fully-completed, legible, have no unapproved abbreviations and have the proper signatures.
- Demonstrate exceptional two-way communication using clear and well-organized oral and written techniques.
- Ensure that documents get to appropriate parties in a timely manner, without compromising confidentiality or patient privacy procedures.
- Communicate authorization/denial for services to appropriate parties.
- Develop familiarity with clinical and medical terminology pertinent to the patient population.
- Supports daily functions of the field based team, including answering incoming calls; coordination of clinical services; responding to internal and external requests and inquiries; updating databases, spreadsheets, or other reports.
- Interfaces with PCP practices, skilled nursing facilities, urgent care centers, home health, and durable medical equipment companies to ensure coordination of services to support patient needs.
- Works closely with clinicians to address member concerns; communicates resolutions as directed.
- Coordinates patient follow-up appointments, as required.
- Coordinates and facilitates communications between patient settings, including ambulatory, acute care, short stay, skilled nursing, palliative care and hospice.
- Helps to identify ancillary community resources and services that can be leveraged in support of patients and families.
- Acts as a resource to other coordinators, staff and providers, as requested, resolving issues and responding to requests in a timely and efficient manner.
- Utilizes applicable software to track and document activities.
- Uses, protects, and discloses HCP patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
- Performs additional duties, as assigned.
Minimum: High school diploma, G.E.D. or equivalent.
Preferred: Associate’s or Bachelor’s Degree; Clinical Medical Assistant (CMA) or Clinical and Administrative Medical Assistant (CAMA) Certification strongly preferred.
At least two years of experience in a medical office or hospital setting.
Knowledge of medical terminology, HIPAA procedures, and experience working in patient care settings.
Proficiency with Microsoft Excel/Outlook.
Ability to adjust quickly and effectively to changing conditions and demands when performing assignments in order to meet Department and Regional goals.
Ability to speak with patients and act professionally under pressure.
Knowledge, Skills & Abilities
The self-motivated individual who takes on this rewarding role will have a history of success in project accountability and customer responsiveness; is a team player yet comfortable working autonomously; and is detail-oriented, accurate, and thorough.
Customer-service oriented; responsive and respectful to colleagues, clients, patients, and providers.
Excellent communication skills; ability to represent the organization to outside vendors with skill and confidence.
Requires superior interpersonal skills; especially important will be the ability to engage and motivate patients, physicians, and service providers telephonically.
Organized, detailed, accurate.
Self-motivated and proactive; responds to requests in a timely and efficient manner.
Collaborative and resourceful; functions successfully in a team environment as well as independently.
Computer literate with proficiency in Microsoft Office suite of programs.
Proficient with web-based search engines and software applications, office hardware (phones, fax machines, etc.)
Ability to type at least 45 wpm.
Knowledge and familiarity with medical terminology.
Working knowledge of HMO/managed care/health plans.