Telephonic Care Coordinator

2 weeks ago

Baltimore, Maryland, United States Chase Brexton Health Care Full time

POSITION OVERVIEW:
The Telephonic Care Coordinator delivers nursing guidance, evaluation, education, and care management to patients of Chase Brexton through telephone communication.

Employing the nursing process along with established protocols and guidelines, the telephonic care coordinator will assess, plan patient care, implement interventions, and evaluate results.

This role is crucial in providing exceptional customer service to patients, ensuring they are connected to the appropriate level of care during operational hours.

As a reliable resource for patients, the telephonic care coordinator interprets provider instructions, offers patient education, escalates calls to relevant care team members, and directs patients to higher levels of care when necessary.


Key Responsibilities:
Analytical and Critical Thinking:
  • Identifies patients at risk for adverse outcomes and those who may need more intensive services.
  • Utilizes motivational interviewing techniques to conduct comprehensive assessments.
  • Employs assessment skills to evaluate patient needs and develop a care plan as part of a multidisciplinary care team. Adjusts outcomes and interventions based on ongoing evaluations, collaborating with both the patient and care team members.
Team Collaboration:
  • Works with a multidisciplinary team to address both physical and psychological health aspects, providing holistic care.
  • Collaborates with the care team to ensure adequate education on health promotion, disease prevention, and disease management.
  • Facilitates provider and nursing consultations with patients to manage chronic conditions, providing necessary education on treatment and management.
  • Engages with other care team members as required.
Patient-Centric Approach:
  • Conducts calls with a friendly tone while maintaining professionalism.
  • Demonstrates sensitivity to cultural, ethnic, gender, sexual orientation, and racial differences and their potential impact on patient outcomes.
Effective Communication:
  • Educates patients on the significance of preventive health screenings.
  • Utilizes interpreter services for effective patient communication as needed.
  • Employs the CPS flag and alerts system to communicate with the care team when necessary.
  • Participates in departmental and site staff meetings and engages in committee meetings as assigned.
  • Assesses patient care needs through interviews and provides clinical advice when appropriate.
  • Adapts communication style to accommodate individuals from diverse personal, cultural, professional, and socio-economic backgrounds.
  • Utilizes excellent listening and interviewing skills to gather detailed information.
Documentation and Record Keeping:
  • Records both incoming and outgoing calls as they occur and communicates effectively with team members to ensure continuity of patient care.
  • Collects health status data relevant to the patient's current issues in a continuous, systematic, and thorough manner.
  • Documents all patient interactions accurately in the electronic medical record.
Integrity and Compliance:
  • Maintains confidentiality in all situations.
  • Adheres to nursing protocols and organizational standing orders.
  • Follows call center protocols and standards.
Commitment to Professional Development:
  • Encouraged to seek and maintain membership in professional organizations.
Professional Conduct:
  • Consistently demonstrates professionalism in interactions with patients, staff, and clinicians.

Qualifications:
  • Required: Graduate from an Accredited School of Nursing; Current Registered Nursing License.
  • Preferred: Five years of nursing experience in an ambulatory or acute care setting; BSN.
  • Significant related experience with served populations may substitute for the above requirement.
  • Bilingual: English/Spanish.

Work Environment:
Work is conducted in an office setting with continuous use of the telephone and computer.

The specific statements outlined in each section of this description are not intended to be exhaustive. They represent typical elements considered necessary to successfully perform the role.

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