Care Coordinator Inbound Operator

Job Description:

The Care Coordinator is a patient-focused role that helps successfully manage the comprehensive care of patients. This position provides customer service, proactive outreach to patients, and administrative support to clinicians and care teams. The Care Coordinator is responsible for managing inbound and outbound calls to schedule appointments, utilizing analytics to help close gaps in care, supporting patients to meet their goals, coordinating resources to help patients overcome socioeconomic barriers, and resolving patient issues when possible. This includes receiving, prioritizing, documenting, and actively resolving caregiver requests. This position reports to a Care Coordination Supervisor and works collaboratively with the Care Coordination Manager, Operations Transformation, Network Management, Care Management, Providers, and various members of clinic staff.

Scop

• Shift will be Monday through Friday for 40 hours between 9:00 am and 5:00 pm
• Will handle upwards of 60 or more inbound calls per day
• Become a resource and scheduling expert
• Adapt well to an evolving workflow

This position responds to Care Coordination inquiries from clinics and patients across the Castell system. The focus of this position is providing customer service, proactive outreach, and administrative support for clinical teams in a centralized location.
Job Essentials

• Daily monitoring and working of schedule queues to place outbound calls to schedule patient appointments and notify them of appointment information
• Receive inbound calls from patients/clinics and assist in resolution of concerns
• Prepare, process, and manage patient documentation in electronic medical record system
• Engage in pre-visit planning to surface important information to close gaps in patient care
• Manage and update patient information in electronic medical records system
• Manage patient appointments and referrals throughout the system
• Work closely and collaboratively with clinic teams
• Lead and participate in provider huddles to disseminate patient level data and receive instruction for next steps to improve patient outcomes
• Support Providers and Care Managers in working at the top of their license
• Act as a liaison between the patient and the clinics by providing high levels of customer service and resolving outstanding issues/concerns
• Support patients to access of care and instruction about their condition(s)
• Support patients through transitions of care and facilitate handoffs between care teams
• Establish and maintain expertise in community resources and connect patients to these resources in order to help them overcome socioeconomic barriers
• Assist caregivers and patients with escalated inquiries via telephone, email, and other technology-enabled avenues in a courteous manner
• Accurately and efficiently process transactions, answer questions, and resolve concerns for assigned specialty area and other specialty areas as assigned
• Demonstrate knowledge of HIPAA regulations and maintain the confidentiality of patient information to be compliant with internal policies and procedures
• Provides feedback to Knowledge Repository Content Owner (KRCO) to ensure appropriate direction is provided to caregivers
• Works with other Care Coordinators, the Care Coordination Supervisor, and the Care Coordination Manager to develop standard work and best practices
This is a remote position.

Minimum Qualifications

• Experience in a customer service role requiring use of enterprise software systems.
• Demonstrated proficiency in computer software including word processing, spreadsheets, presentations, and calendaring.
• Demonstrated customer service and problem-solving skills.
• Experience in a role requiring effective verbal, written, interpersonal communication, and collaboration skills.
Demonstrated skills in diplomacy and discretion with excellent customer relations skills.

Preferred Qualifications

• One year of health care or customer service work experience.
• A working knowledge of the healthcare industry, roles, and terminology.
• Experience in a role that includes coaching and training others to use enterprise software or case management systems.

Physical Requirements:

Physical Requirements

• Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.
• Operate computers, telephones, office equipment, including manipulating paper requiring the ability to move fingers and hands.
• See and read computer monitors and documents.
• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Anticipated job posting close date:

04/05/2024

Location:

World Trade Center

Work City:

Salt Lake City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$17.74 - $27.01

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers , and for our Colorado, Montana, and Kansas based caregivers ; and our commitment to diversity, equity, and inclusion .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.