Clinical Logistics Coordinator

The Clinical Logistics Coordinator, Care Team, will support the Care Delivery Support program. It combines both patient care coordination and administrative/operational responsibilities in a customer-oriented professional role.

The Clinical Logistics Coordinator is responsible for the coordination and operational needs of the Nurse Navigators in both the Telephonic and Community Based Programs. Duties will include, but will not be limited to, mapping out nurse schedules for office and patient visits; coordinating and communicating with practice staff; researching patient demographic and clinical data and current disposition; scheduling patient PCP and specialist visits; partnering with the Nurse Navigators to develop, plan, and schedule the coordination of care for patients; conducting follow-up patient calls; coordinating medical equipment needs or social services; and participating in clinical rounds. The Clinical Logistics Coordinator must communicate accurately, effectively, and in a timely manner with all stakeholders, including Care Team Manager, Nurse Navigators, other Care Team staff, Medical Director, PCP and office staff, and ancillary providers. The Clinical Logistics Coordinator must demonstrate sound decision-making skills and have the ability to work autonomously in their supportive activities and their interactions with both internal and external customers.

Essential Functions

  • 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.

Education

Minimum: High school diploma, G.E.D. or equivalent.

Preferred:  Associate’s or Bachelor’s Degree.

Experience

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
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