Case Management Analyst #: 24-05989

Position Summary

The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.

The Care Coordinator (CC) is part of the telehealth clinical team, which is devoted to the delivery of health care in an online and fast-paced setting.

The Care Coordinator will work in a role that supports the healthcare team and the patient by anticipating and responding to patient needs and requests of the healthcare team.

The CC activities complement the team-based care delivery model. Strong customer service, communication, and computer skills are required.

This position will work Monday-Friday 9AM-5PM or 10AM-6PM EST. While the organization will do its best to keep you in your desired schedule, schedules are subject to change, or you may be required to float’ to other service lines based on business needs.

Essential Job Functions

• Support the clinical and administrative operations of telehealth across practice settings.
• Primary function will be managing lab results and orders.
• Collaborate, facilitate, and orchestrate patient care across various healthcare providers and services.
• Utilize multiple forms of technology and platforms in the delivery of patient care.
• Possess exceptional customer service skills with the ability to deescalate calls, resolve complaints, and address patient issues empathetically and professionally.
• Assist with patient correspondence, referral coordination, excuse notes, medical records, and prior authorizations.
• Ability to identify and report patient safety and quality issues.
• Recognize and direct the patient to the appropriate healthcare professional or department.
• Organize and track operational processes and patient needs for optimal outcomes.
• Assist the patient with scheduling needs including follow-up visits.
• Identify and educate the patient on available resources.
• Accurately update patient information in the electronic medical record.
• Answer inbound calls, handle patient non-clinical inquiries, and provide non-clinical basic information.
• Facilitate communication between patients and the healthcare team.
• Advocate for patients’ well-being and needs.
• Embody teamwork as a core value.

Job Title : Care Coordinator

Department : Nursing

Reports to : Nurse Manager

FLSA : Non-Exempt

Salary Grade :

Required Knowledge / Skills / Abilities

• Strong work ethic and ability to multi-task in a high-volume and fast-paced environment.
• Strong demonstrated computer literacy.
• Broad knowledge and experience in a clinical setting.
• Excellent written and oral communication skills.
• Exceptional customer service, interpersonal, and organizational skills.

Education and Experience

• Preferred knowledge of EHR systems such as EPIC, Cerner, or Athena.
• Preferred experience in a clinical setting.
• Medical Assistant or equivalent preferred.
• Experience with data entry, lab ordering, and care coordination.
• Good with data entry and able to work in a fast-paced environment.
• Experience in a clinical setting such as an office manager, Medical assistant, or equivalent (2+ years).

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