Care Support Specialist

About CINQCARE

CINQCARE is a provider-led, community-based comprehensive health and care partner. Our purpose is to every day improve the health and well-being of those who need care the most. We do that by removing barriers to health and well-being and providing care in the community and as close to the home, including in-home, whenever possible.

At CINQCARE, we know that race and culture matter for effective healthcare outcomes. That is why we take race, culture and environment into account in our care delivery. We are building a culture of care, which starts with understanding our patients, their needs and their care plans.

At CINQCARE, we also know that effective care is about local physicians, local nurses, local caregivers, local services, personal care, and infrastructure that serve the needs of people, not the symptoms of illness. Providing services in the home whenever possible is key to our approach. We aim to deliver better outcomes for people and the communities in which they live.

CINQCARE’s purpose is to every day improve the health and well-being of those who need us the most – with a deep commitment to Black and Brown populations – in their homes and communities. It requires the collaborative and cohesive effort of numerous individuals across all levels of the organization to deliver on this purpose. Once community at a time, we are determined to help create a world where health and care isn’t a burden. Because we believe providing care is a privilege – one we are grateful to earn. That’s why CINQCARE has built a different way to care.

CINQCARE was born different. We were created to be on call to answer the call every day. We are driven to deliver health, care and well-being to those who need us the most and to relentlessly support our team members on the front lines. That’s our calling and if it’s yours we hope you’ll join us.

About You

The Care Support Specialist should have the following qualifications:

• Education. High school diploma required. Medical Administrative Assisting/Medical Office Assistant associate or bachelor’s degree preferred.
• Experience. 3 years related work experience. Experience with medical office and scheduling systems, Electronic Health Record (EHR) experience required. Exceptional and accurate Microsoft Excel and data entry skills required.
• Entrepreneurial. CINQCARE seeks to fix gaps that have persisted for generations in the delivery of care to Black and Brown populations. This position is accountable for the self motivation and self direction to ensure CINQCARECARE is positioned to innovatively deliver on its promise.
• Communication. Excellent verbal, written communication, and presentation skills; ability to clearly articulate and present concepts and models in an accessible manner to CINQCARE’s team, investors, partners, and other stakeholders.
• Technology: Proficiency in all Microsoft Office applications.
• Relationships. Ability to build and effectively manage relationships with coworkers, business leaders and external constituents.
• Culture. Good judgement, impeccable ethics, and a strong team player; desire to succeed and grow in a fast-paced, demanding, and entrepreneurial company.

About the Job

The Care Support Specialist reports to the Nurse Practitioner, with accountability for providing superior customer service, and strict attention to detail in scheduling family members for in-person and virtual program visits. They should embody CINQCARE’s core values, including, Trusted, Empathetic, Committed, Humble, Creative and Community-Minded.

The Care Support Specialist will have the following responsibilities:

• Answer large volumes of incoming calls, make outbound calls for quality initiatives, email correspondence and other patient communication modes in a timely manner, efficiently and politely, minimizing hold time.
• Screen telephone calls to ensure routing to the appropriate department or individual.
• Retrieve telephone messages and follow up with appropriate actions.
• Provide administrative and clerical support to program staff including meeting management, photocopying; faxing; creating letters to external sources via EHR; updating consent forms and privacy notices; mailing letters; sending mailings and coordinating transmission of reports.
• Assist family members and others, either directly or by obtaining efficient messages.
• Enroll new members and update existing patient information in the electronic health record (EHR) by obtaining demographic information, ID, copy of health insurance card, checking insurance eligibility and status, confirming address, changes of address, and contact information for each visit.
• Schedule new or existing patients within our Electronic Health Record (EHR).
• Assist with appointment cancellation and rescheduling.
• Follow up with family members and/or their representatives, physician offices, etc. to gather missing data and materials to complete the intake process for Concierge Care @ Home and other CINQCARECARE programs.
• Scan all necessary documents (insurance cards, prescriptions, etc.) into our Electronic Health Record (EHR).
• Update related excel spreadsheets and other documents as needed.
• Achieve performance goals related to scheduling and outreach to support staff productivity.
• Follow and adhere to state, local, federal and agency confidentiality policies and procedures protecting the confidentiality of client protected health care information and ensure all transactions are conducted with respect and promote the client’s privacy.
• Maintain cooperative and professional relationships with everyone.
• Other duties as assigned.

The Care Support Specialist will also have the following duties:

• Leadership: The Care Support Specialist will lead in defining and executing strategies and solutions to create business value in, including building a team to design, develop, and execute those strategies and solutions to deliver desired outcomes.
• Strategy: The Care Support Specialist will establish the business strategy and roadmap: (1) improve outcomes for CINQCARE Family Members; (2) enhance the efficacy of other CINQCARE. business divisions; and (3) develop and deliver external market opportunities for CINQCARE products and services. In establishing the business strategy, the Care Support Concierge will define and innovate sustainable revenue models to drive profitability of the Company.
• Collaboration: The Care Support Specialist will ensure that Clinical Operations capabilities form a cohesive offering, including by working closely with other business divisions to learn their needs, internalize their knowledge, and define solutions to achieve the business objectives of CINQCARECARE.
• Knowledge: The Care Support Specialist will provide subject matter expertise in clerical support solutions, including determining and recommended approaches for administrative support, solution deployment and performance evaluation.
• Culture: The Care Support Specialist is accountable for creating a productive, collaborative, safe and inclusive work environment for the team and as part of the larger Company.

CINQCARE provides all employees working an average of 30+ hours/week with the option to enroll in healthcare benefits. The cost of healthcare is shared between the company and the employee.

The working environment and physical requirements of the job include:

This position requires both in-home and office-based work. The job requires frequent travel for home visits and travel to physician offices, hospitals, sub-acute facilities, community partners and non-home-based market offices in all types of weather conditions. In-office work is performed indoors in a traditional office setting 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 for extended periods is common. Must be able to receive ordinary information and to prepare or inspect documents. Lifting of up to 30 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.