- 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.
- Collaborates with Nurse Navigators to provide best-practice care coordination and support with the highest level of professionalism and accountability to patients, families, and caregivers.
- Interacts with patients under the direction of the Nurse Navigator to gather data regarding patient status and conduct “tuck in” calls as appropriate.
- Develop familiarity with clinical and medical terminology pertinent to the patient population.
- Supports daily functions of Nurse Navigators, 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.
- Monitors inpatient admissions and contacts acute facilities upon discharge to gather patient records, including discharge plans, follow-up instructions, and medication lists, to assist with post-discharge care.
- Updates Nurse Navigators on changes in patient status, including potential barriers to the execution of the care plan.
- Works closely with Nurse Navigators to address member concerns; communicates resolutions as directed.
- Coordinates patient follow-up appointments, as required.
- Facilitates the exchange of information between Nurse Navigators, Primary Care Physicians, Specialists, and other Care Providers to ensure continuity of care.
- 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.
Minimum: 3 years of professional experience in a customer-oriented setting.
Preferred: 4-6 years of professional experience in a physician practice; hospital; or health plan.
Knowledge, Skills and 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.
Physical Requirements in Accordance with ADA
- Carrying/Lifting: Occasional / 0-20 lbs
- Standing: Occasional / Up to 3 hours per day
- Sitting: Constant / Up to 8 hours per day
- Walking: Occasional / Up to 3 hours per day
- Repetitive Motion: Keyboard activity, telephone use, writing
- Visual Acuity: Ability to view computer monitor and read newsprint with or without corrective lenses
- Environmental Exposure: None