Experience Specialist

Job Description

Job Description

Why Join Grace at Home?

Grace at Home is a provider-led, community-based health and care partner dedicated to improving the health and well-being of those who need care the most, with a deep commitment to high-needs, urban and rural communities. Our local physicians, nurses, and caregivers work together to serve people and the communities they live in, beyond just treating symptoms. We remove barriers by delivering personalized care as close to home as possible, often in-home, because we know a deep understanding of our patient’s race, culture, and environment is critical to delivering improved health outcomes. By empowering patients, providers, and caregivers with the support they need, we strive to make health and care a reality—not a burden—every single day. Join us in creating a better way to care.

Overview

The Experience Specialist / Community Care Navigator – Field (CCN - F) reports to the Non-Clinical Manager. The Experience Specialist / Community Care Navigator -Field (CCN- F) role has the responsibility of locating and engaging family members lost to care. This role is also responsible for connecting the member to a PCP and / or the Care at Home Program, as well as completing SDOH assessments, basic health assessments, and making appropriate referrals for social, medical or behavioral needs.

Responsibilities

The Experience Specialist / Community Care Navigator – Field (CCN - F) will have the following responsibilities :

• Utilize Care at Home resources and techniques for locating and engaging members currently lost to care, including knocking on family members doors, and visiting homeless shelters and community groups.
• Establish trusting relationship with community homeless shelters and community groups to help locate and engage members.
• Establish trusting relationships with members and their families while providing general support and encouragement.
• Work closely with medical and Behavioral health providers to help ensure that members are re-engaged with the appropriate health care providers.
• Work collaboratively with the Care at Home clinical team to ensure members receive timely care for acute issues
• Act as a family member advocate and liaison between the member / family and community service agencies.
• Record family member care information in the EMR and other software no later than 24 hours after member contact.
• Knowledgeable about community resources appropriate to needs of members / families. Provide referrals for services to community agencies as appropriate. Help members connect with transportation and other resources and provide appointment reminders in special circumstances.
• Exhibit excellent working relations with coworkers, members, visitors, and staff
• Attend regular staff meetings, training, and other meetings, as requested.
• Always maintain HIPAA compliance.
• All other duties as assigned.

General Duties

The Experience Specialist / Community Care Navigator - Field (CCN - F) will have the following duties :

Qualifications

The Experience Specialist / Community Care Navigator - Field (CCN - F) should have the following qualifications :

The working environment and physical requirements of the job include :

This position requires in-home, assisted living, and independent-living community based work. The job requires frequent travel for patient visits in all types of weather conditions. Work may be performed in settings with conditioned air, artificial light, and an open workspace. In this position you will need an ability to travel frequently by car and / or public transportation, the ability to communicate with customers, vendors, management, and other co-workers in person and over devices, sometimes with people who are agitated. Regular use of the telephone and e-mail for communication is essential. Sitting or standing for extended periods is common. Must be able to receive ordinary information and to prepare or inspect documents. Lifting of up to 50 lbs. occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculator, copiers, and FAX machines. Good reasoning ability is important. Able to understand and utilize management reports, memos, and other documents to conduct business.