Care Alignment Coordinator

Description

Work where every moment matters. 
Every day, over 38,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. 
The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system. 

Position Summary:

Responsible for the management and oversight of patient referrals sent to HHC from our strategic partners.  Works closely with strategic partners to ensure their patients are scheduled in a timely manner with the appropriate specialist according to the patient’s location preference.  In addition, develops relationships with the specialists and scheduling teams in the area to create seamless processes to contact and schedule patients in their offices.  Reviews and processes incoming referrals daily.  Responsible for informing Strategic Partners of any issues in scheduling patients as well as providing end of the day status of scheduled referrals.  Reviews each referral for completeness, ensuring necessary documents are received and the referral meets the guidelines for an appointment. Communicates with front desk staff, providers, and managers in each office. Frequently interacts with scheduling teams, patients, doctors, and insurance companies.

Coordinator will be expected to have experience with customer service and the ability to maintain patient records and confidentiality manage multiple stakeholders and ensure that patient information is complete and up to date.  Coordinator will be expected to focus on continuous improvement and partner closely with the HHC Access Center to ensure seamless referral processes for patients, providers and partners.   

Position Responsibilities:

Key Areas of Responsibility

·        Schedules patients for appointments with HHC and non-HHC providers

·        Collaborates and communicates with strategic partners to ensure continuity of medical care, to include obtaining, clarifying, validating referral requests and scheduling all referral orders.

·        Assists with the creation of standard work for referral coordination.

·        Responds to all requests (email, website, phone, other) and inquiries to best coordinate a patient’s appointment and needs.

·        Maintains referral work queue in a timely manner, updates and closes referrals as appropriate.

·        Works in collaboration with providers, office staff, call center staff and/or facilities to foster smooth transitions of care to specialists.

·        Provides information back to strategic partners confirming patients are scheduled and/or works in collaboration to resolve challenges with scheduling.

·        Consistently communicates with specialty offices to ensure all issues and problems are seamlessly handled so that both the patient and the referral sources are satisfied with the result and process.

·        Responds to internal and external communication timely and accurately.

·        Participates in meetings and performance improvement activities to ensure cost-effective utilization of resources within own control and to provide quality service to organization through communication, cooperation and collaboration.

·        Performs other related duties as required 

Working Relationships:

This Job Reports To (Job Title): Sr Dir Growth & System Integration

Qualifications

Education

·        Minimum: High School Diploma or higher

·        Preferred; Associates or Bachelor’s degree

Experience

·        Minimum: 2 Years Customer Service Experience

·        Preferred:

o   Healthcare Experience a plus

o   Epic and/or medical field preferred

o   Medical Terminology Training

o   Experience in the contact center industry, back-office operations and/or a combination of both

Language Skills

·        Minimum: Strong written and verbal communication skills

·        Preferred: Multilingual preferred

Knowledge, Skills and Ability Requirements 

·        Energetic, self-motivated individual with outstanding initiative to network and develop relationships.

·        Excellent verbal, written and listening communication skills.

·        Infectious “customer first” attitude.

·        Empathy for the patient/customer.

·        Strong complex problem-solving skills and the ability to make decisions independently.

·        Excellent organizational skills, flexibility and ability to switch tasks frequently.

·        Excellent time management and multi-tasking skills.

·        Have passion in serving patients and thrive in a fast-paced ever-changing environment.

·        Develop and maintain a strong working relationship with specialty practice management and staff.

·        Demonstrated ability to work with a diverse group of individuals at all levels of the organization, both internally and externally.

·        Ability to effectively communicate with other medical providers and their offices, patients and families, and rehabilitation teams in order to promote seamless referral coordination and scheduling.

·        Change management skills.

·        Self-motivation, high-energy, tenacity.

·        Scrappiness and resourcefulness, no fear of getting your hands dirty, and an impulse to be the first to tackle a problem.

·        Ability to demonstrate H3W Leadership Behaviors and supports the team in culture and team building initiatives. 

We take great care of careers. 

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.