• Patient Care Coordinator

    Job Locations US-MI-Kalamazoo
    Req No.
    2018-2426
    Category
    Operations
    Type
    Regular Full-Time
  • Overview

    For more than a decade, ConcertoHealth has provided comprehensive healthcare to dual-eligible, Medicare, Medicaid and complex medical needs patients. We integrate clinical care with social services to ensure our patients and their families receive the individualized support they need to improve health outcomes and peace of mind. Concerto is headquartered in Irvine, CA, with five Concerto Care Centers in metropolitan Seattle and Detroit.

     

     

    This position is responsible for ensuring a positive experience for our patients with ConcertoHealth.   The Navigator drives results and enhances the patient’s experience by providing additional assistance to patients that may be needed during or following a care center visit; participating in quality improvement initiatives for the care center, and providing additional support to the care teams as needed. This position collaborates with key team members to identify and implement solutions that help improve the overall health of our patients, improve the performance of our care centers, and maintain patient service at the highest level.

    Responsibilities

    • Assists in welcoming new patients/caregivers and orientating them to the care center
    • Works within a Care Management POD, with direct telephonic member engagement to complete assessments required by CMS or our Health Plan partners.
    • Supports fulfillment of critical member communications, including but not limited to, Care Management Welcome letters, as well as other medical management letters.
    • Coordinates appointments with Primary Care Providers and with other contracted providers, with a focus on Care Center providers, to ensure members with the greatest medical needs are engaged with their PCPSupports requirements for providers to perform Comprehensive Examinations
    • Reports any potential or identified quality of care issues to the provider practice
    • Maintains compliance with HIPAA, CMS, and State regulations as well as with corporate policies and procedures. 
    • Responds to patient/caregiver needs, problems, complaints in an expeditious manner and to the satisfaction of the patientDocuments all patient problems, issues, and complaints
    • Tracks patient complaints to ensure resolution in a timely manner
    • Communicates service recovery solutions to patients and appropriate ConcertoHealth Team members
    • Facilitates care center Quality Improvement (QI) Prepares agenda for regular Quality Improvement meetings with input from care team and medical director and document and maintain QI meeting minutes
    • Collects and analyze data related to the chronic conditions and preventive health measures selected
    • Collects and track all data related to ongoing QI initiatives
    • Reports any potential or identified quality of care issues to the Corporate Director of Quality Management.
    • Assists the Patient Service Representatives with pre-visit planning activities if needed
    • Ensures an optimum patient experience with the goal of complete patient satisfaction and retention
    • Other duties as assigned. 

    Qualifications

    • High School Diploma or GED Required, Associate or BA/BS degree in health science or other health-related field preferred
    • 2 years of experience in a healthcare, patient oriented position
    • 1 year of experience in a providing customer service
    • Demonstrated passion for extraordinary patient service

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