Care Coordinator

Summary:
The care coordinator serves as a patient advocate and point of contact when a recommendation for care is received. The care coordinator works closely with many other disciplines, including admissions staff, site specific operations, leaders, and medical staff to ensure patients have the highest level of support and care from recommendation for services to treatment.

Job Duties and Responsibilities:

Program Coordination

Support patient experience preadmission and throughout the continuum of care.

• Screening patients.
• Relay recommendations of programs/services to patients/families.
• Provide program information to patients/families.
• Coordinate admissions appointment and coordinate completion of paperwork. 
• Assist with patient/family member/guardian inquiries/questions.
• Perform weekly check-in with patients waiting for treatment.
• Confirm insurance verification; collaborate with PFS.

Ensure timely follow-up with patients/families.

• Maintain an open line of communication with patients and/or guardians.

Facilitate internal transfers between sites.

• Receive internal referrals and send for review.
• Relay recommendations to the referring treatment team.
• Communicate all pertinent information and follow-up to ensure seamless internal transfer.

Develop working relationships with interdisciplinary team members to ensure open line of communication regarding a patient’s care.  This includes but is not limited to:

• Inpatient, PHP/IOP, Outpatient, Residential Admissions and Patient Access departments.
• Outpatient operations.
• Business Development.
• Utilization Review.
• Patient Financial Services.
• Health Information Management.

Be available and punctual for all shifts, rotating on-call weekend and holiday coverage as scheduled.

Apply good practice principles to job duties.

• Use good communication skills and tact to deal effectively with third-party carrier representatives, all staff members, and external customers. Demonstrate excellent customer service by providing a friendly tone and empathic statements whenever appropriate.  Follow scripting when it is provided.

• Use common sense in situations and respond appropriately in all communication modes (body language, verbal) to each patient/guardian, regardless of their behavior.

• Maintain a calm attitude and create a conducive atmosphere in difficult situations. Work cooperatively and supportively with all staff.

• Remain courteous and respectful to others during work interactions and be willing to work out problems on a one-on-one basis.

• Complete assignments and documentation on time.

• Meet or exceed performance metrics.

Complete other duties as assigned.

Promote a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills.

• Be open to change and actively support change.

• Be open to others’ ideas and points of view.

• Evaluate employees objectively and provide employees with periodic feedback.

Promote department goals as well as the mission of Rogers.

• Communicate goals to fellow staff members.

• Maintain department policies and procedures.

• Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin).

• Demonstrate acceptance and training of student interns in the department, as directed.

Conduct self in a professional manner.

• Demonstrate organizational skills that promote timely response to all inquiries and to task completion.

• Communicate with all individuals in a positive and professional manner.

• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.

• Communicate concerns and provide solutions for same.

• Project a professional image by wearing appropriate, professional attire.

• Ability to influence departments within Rogers and provide technical guidance.

Additional Job Description:

Physical/Mental Demands:

• Ability to be flexible with work assignments, including changes in shifts/schedule, on-call and weekend rotations, caseload volume required documentation, program additions, and policies and procedures.

• Ability to work effectively with patients’ families, internal and external customers.

• Ability to keep records and files on referrals and referents. Ability to organize and coordinate admissions duties. Ability to exercise good judgment in determining the correct course of action in admission procedures and to utilize independent thinking. Ability to assess appropriate levels of psychiatric care.

• Ability to maintain a cooperative, tactful, warm, courteous, and helpful attitude toward patients, families, referents, professional staff, and hospital personnel at all times.

• Dependability, flexibility, and efficiency, possessing a positive attitude toward work at Rogers Behavioral Health.

• Verbal and hearing ability to interact with patients and employees.

• Numerical ability to maintain records and operate a computer.

• Ability to plan, control, and direct all aspects of employee relations. Tact to deal effectively with employees and professional staff. Logical thinking and discretion to make decisions in initiating and implementing policies, procedures, and standards.

• Ability to read and communicate through written, verbal, and auditory skills.

• Physical and mental ability to perform job duties as verified by a physical exam by a licensed physician, per post-employment physical.

Education/Training Requirements:

• Bachelor’s degree preferred. High School diploma required. Two (2) years of customer service and relevant experience required, preferably in a healthcare setting.

• Experience with computers and demonstrated proficiency with software platforms and EMRs.

• Knowledge of medical/psychiatric/chemical dependency diagnosis, treatment process, managed care, Joint Commission, preferred.

• Oconomowoc Only: Valid driver license preferred and must be granted insurable status by the Rogers insurance policy.

Shift: Tuesday - Saturday 10:00am-6:30pm CST

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)