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Telecase Coordinator Ii
3 months ago
Job Summary:
In collaboration with the clinicians and case managers, has primary responsibility for coordinating care that is connected to clinicians' visits and orders. Processes authorizations, referrals, and orders. Responsible for communication and monitoring the care coordination needs/plans/status with the clinicians and the patients, families, and caregivers. Interfaces externally with patients/families, caregivers, home healthcare/hospice personnel, case managers, social services agencies, pharmacies and suppliers of home medical equipment and supplies.
**Responsibilities**:
- Supports patient engagement by triaging clinical call center calls, providing customer service support to address needs, or hand off to appropriate resource.
- In collaboration with clinicians and case management team, processes authorizations for Labs, Diagnostic Imaging, Durable Medical Equipment, transportation, and Home Health.
- Troubleshoots problems regarding operational and clinical procedures that may affect care coordination.
- Facilitates cross team communication processes for care coordination needs to include prioritizing needs, identifying urgent situations, and escalating through the chain of command for resolution and positive outcomes.
- Follows up and tracks Diagnostic Imaging and Lab results; Assures time sensitive /urgent labs & Diagnostic Imaging are completed.
- Assists with follow up calls to review time sensitive/urgent LAB and Diagnostic Imaging results with clinicians; facilitate order changes related to results; collaborates with case Managers to notify patient/family.
- Serves as a primary engagement resource for lower Risk patients, family members/ facilities/ Board and Care settings.
- Monitoring daily TABS and reconcile weekends / weeknights.
- Contribute to positive team culture by attending staff meetings and education opportunities, maintaining a safe, secure, and equitable work environment through all interactions.
- Assist with daily reports for labs, Referrals, and Clinician’s TE’s.
- Actively support the achievement of SCAN’s Vision and Goals.
- Other duties as assigned.
**Requirements**:
- 3 years of experience as medical or nursing assistant in home health, medical office, remote clinical, or similar environment.
- Certified Medical Assistant (CMA) or Certified Nursing Assistant required.
- **Proficiency in a second language (Mandarin, Cantonese, Vietnamese, Korean or Khmer Speaking) required.**:
- Excellent customer service skills, including patience and diplomacy with both internal and external audiences.
- Strong service recovery skill set and mindset.
- Strong interpersonal skills, including excellent written, verbal and over the phone communication skills.
- High proficiency working with sensitive patient protected health information data (PHI); data analysis; extremely high attention to details.
- Demonstrates good organization skills for prioritizing and delegating with follow-up for quality.
- Ability to maintain confidentiality.
- Strong problem solving skills and the ability to work independently with limited supervision.
- Strong analytical and critical thinking skills required.
- Requires willingness to be flexible in changing job responsibilities, assignments and workload.
Pay: $19.00 - $30.38 per hour
**Benefits**:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
**Experience**:
- Customer service: 1 year (preferred)
Ability to Relocate:
- Los Angeles, CA: Relocate before starting work (required)
Work Location: On the road
