Demos Medical Coordinator

Job DescriptionJob DescriptionJob description
For nearly two decades, TenderHeart (formerly known as Longhorn Health Solutions) has been improving the lives of those we serve with high-quality incontinence care management. We start with each individual patient by actively listening to their concerns. Then we ask the right questions to learn more about their challenges. Finally, we develop individualized solutions to meet each patient’s specific needs.
Through our personalized coaching and frequent patient interaction, we decrease the likelihood of adverse patient outcomes, helping patients live happier, confident and more independent lives with a higher level of patient satisfaction. Because of these better outcomes and our value-based model, managed care organizations (MCOs) realize substantial savings while also improving the health of their patients.
Our Vision
TenderHeart seeks to be the national leader of innovative, value-based incontinence services to the broadest possible population of patients and healthcare partners. We believe the more people we serve and the more people we help, as efficiently and effectively as possible, the result will be a stronger healthcare system as a whole.
Our Mission
TenderHeart is committed to delivering exceptional incontinence management through services and products that improve health outcomes and broaden access to care so more patients can live happier, confident, and independent lives.
Our Values

• Integrity: We are committed to honesty and trust in everything we think, say and do.
• Compassion: We care, we listen, we respond.
• Innovation: We create service enhancements that address healthcare challenges.
• Equality: We respect people, value diversity, and promote inclusivity.

Communication: We are committed to transparency and helpfulness in every interaction Conducts the admission process to maintain departmental policies and procedures to ensure that the level of treatment and clinical services is appropriate to all patient needs. ESSENTIAL FUNCTIONS

• Perform and demonstrates all essential Customer Service job functions.
• Field questions from their teammates on coverage/eligibility.
• Receive and respond to incoming calls from referral sources and/or potential patients, Home Health Agencies, Account Managers,
• Exchange information to identify the organization’s ability to meet the needs of the patient, on a case-by-case basis.
• Advise appropriate staff of patient acceptance and provide all relevant information to ensure patients’ smooth transition to home care.
• Contact referral sources to advise of referral status and provides information to the clinical team who will deliver the services requested.
• Assist referral sources and/or patients with alternative community resources or equipment providers when the Company is unable to meet the needs of the referral source and/or patient.
• Document and route all calls in a manner consistent with the organization’s policies and procedures.
• Conduct courtesy follow-up calls, as required by Company policy and procedure.
• Conduct patient satisfaction surveys, as required by Company policy and procedure.
• Identify potential payer sources, verifies benefits with payer sources (as required by department organizational structure), negotiate rates and obtains initial authorizations from case managers.
• Establish primary payers and document conversations with payer sources.
• Collaborates with the THO staff and patients to identify potential solutions as problems are identified with payer sources.
• Sends required paperwork to the physician on record.
• Monitor and track referral sources’ satisfaction levels.
• Communicates patient needs to management, as appropriate.

· Participate in traditional and e-learning programs.
· Ensure compliance with Company policies and procedures.
· Collaborate effectively with other company employees, managers, and departments.
· Perform all job functions with Company Mission, Vision, Values in mind.

• Participate in Improvement of Operational Performance (IOP) activities.
• All other duties as assigned

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