Registration Specialist
3 weeks ago
Under the general supervision of the Care Progression Manager acts as a Centralized Case Management Specialist to SSH&EC clients.
Works in coordination with various care partners across the System, i.e. RN Care Coordinators, Social Work, Mobile Integrated Health, Emergency department, Urgent and Ambulatory Care centers, to coordinate service or resources as routed to the Centralized Case Management Office. This position will directly support care management and care coordination to facilitate achievement of quality and cost-efficient patient outcomes.
The Centralized Case Management Specialist will provide exceptional customer service while demonstrating call control and maintaining a high level of professionalism with each interaction. Responds to all inquiries, facilitates the scheduling of appointments when appropriate, assists the care coordination clinical team with connecting patients and families to appropriate community resources, coordinating referrals to system and community programs. Facilitate the setup of ordered DME and/or home equipment to foster management of patients in the community when appropriate. Creates referrals to post-acute facilities and Homecare as directed by the RN Case Manager and Social Worker for discharge planning.
Greets and acknowledges all patients and families in person or via telephone, with professionalism and directs to appropriate services.
Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation and express interest
Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards
Answers telephones by the third ring, using department accepted greeting and in professional tone in accordance with the hospital’s telephone etiquette standards
Checks phone messages each hour and responds to call within same business day
Staff will work to enhance the patient experience in every interaction.
Conduct outreach calls.
Document activities via patient outreach.
Speaks with Care Progression staff about proposed plan.
Create referral for Post-Acute Acute Rehab, Skilled Nursing Facility, Homecare or other post-acute vendor.
May communicate with patient or designated contact under partnership with the RN Case Manager, Social Worker or Case Manager Specialist to obtain final decision of vendor selection.
Clearly document in the electronic medical record the referral being sent and any communication with the Post-Acute vendor for availability to review by the clinical team.
6) Maintain current working knowledge of resources available to client’s served via awareness of provider benefits for care choices, including public, private, and governmental payers and established / preferred ACO
Maintains a working knowledge of the resources available in the community.
7) Is responsible for department operational excellence, regarding safe and effective care management; assures department delivers quality services in accordance with applicable policies, procedures and professional standards.
Manages all activities so that quality services are provided in an efficient and effective manner.
Participates in departmental and organizational Quality Improvement initiatives involving the Lean principles.
Follows department policies, procedures, and standards of care that support operational excellence and productivity measurements.
8) Works independently to complete daily assignments by the end of the shift and long-term assignments by established deadline.
Efficiently manages work schedule to accomplish assignments and activities before deadline.
Works independently with infrequent need for supervision
Makes appropriate use of personal protective equipment at all times.
Assumes overall responsibility for professional development by incorporating evidenced-based practice, research, and performance improvement initiatives as a part of ongoing practice.
Able to navigate multiple technology platforms to support work; to include Epic Clin Doc, Ambulatory Healthy Planet module, Epic Care Link, My Chart, Patient Ping, Arcadia, Tiger Connect, Zoom, Jabber and Outlook.
Must have a smartphone mobile device available for business use which can support Tiger Connect communications at all times during workday.
Demonstrated competency in basic computer and keyboard skills required, Microsoft Office, Outlook, EPIC preferred. Knowledge of basic medical terminology preferred, or completion of course within first 6 months of hire.
BS in Psychology, Social Work, Communications or health related field preferred.
Minimum Work Experience
3-5 years recent healthcare experience or related field preferred. Experience working with patients and families, elders and their caregivers, and/or various other community populations desirable. Knowledge of community resources, eligibility and referral processes. Experience working with patients and families over the phone. Strong customer service skills both in person and by telephone required. Ability to time manage, set priorities and self-organization will be essential to success of employee. Demonstrated competency in basic computer and keyboard skills required. Knowledge of basic medical terminology preferred, or completion of course within first year of hire.
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