Outpatient Specialist

Organization/Position Summary:
The Milk Bank (TMB) is a non-profit human milk bank dedicated to combatting infant mortality.  TMB provides Pasteurized Donor Human Milk (PDHM) for premature and ill infants across the Midwest via Neonatal Intensive Care Units (NICUs), hospital inpatient units, and outpatient
programs. The Milk Bank strives to ensure that every child has access to safe, lifesaving human milk and is committed to helping more infants celebrate their first birthday.

Under the supervision of the Clinical Program Coordinator and as a member of the clinical team, this position provides care coordination and support to outpatient families seeking access to PDHM.

TO APPLY: Please forward a resume and cover letter to fkolb@themilkbank.org. Rolling application acceptance. Open until filled.

Essential Duties and Responsibilities:

• Accountable to achieving or exceeding process targets for outpatient programming.
• Provides case management for the coordination of TMB outpatient services, providing information on TMB processes to potential and existing recipients and the community.
• Reviews and responds to outpatient inquiries, applications, and orders. Coordinates and counsels outpatient families through the outpatient process following TMB policy and HMBANA national safety standards, in accordance with HIPAA regulations.
• Maintains accurate, timely, and organized documentation, including clinical charting and data entry.
• Liaises with health care providers as needed to request relevant health information.
• Assists in requests for financial assistance, ensuring all necessary documentation is complete and coordinating with TMB leadership.
• Contributes to continuous quality improvement efforts and program protocol development.
• Liaises with MX site staff and other TMB staff to monitor PDHM inventory levels, collect and review dispensation logs, and provide overall support for MX operations.
• Assists in outreach events as needed, presenting information on TMB programs and services in a professional manner.
• Other duties as assigned.

Required Professional Characteristics:

• Demonstrates commitment to equity and inclusion efforts including attention to combatting health disparities.
• Demonstrates excellent customer service skills, including professional and timely communication with clients, external partners, and staff via phone and electronic communication platforms.
• Demonstrates active listening and counseling skills.
• Ability for effective case management coordination among internal teams and external stakeholders.
• Handles competing priorities while consistently meeting deadlines.
• Demonstrates reliability in maintaining agreed-upon work schedule and initiating clear communication regarding any absences.
• Ability to work independently or as a participating member of a team.
• Excellent time management skills and superb work ethic.
• Ability to problem solve, while seeking solutions for program improvement.
• Actively seeks to give and receive constructive feedback.
• Flexibility in supporting other duties as assigned.

Experience and Education:

• Associate degree or similar combination of education and experience.
• Experience in case management or care coordination.
• Must be proficient in basic computer literacy, including Excel and Google Sheets, and willing to learn new technology.
• Experience in a human services field such as healthcare, social work, counseling, or education is desired.
• Preferred qualifications (not required): Bachelor’s Degree, Certification in a health science field, Spanish language fluency.

The Milk Bank Values and Culture:
The Milk Bank is a small team that strives for high levels of collaboration while maintaining clear role definitions and accountability. Successful team members value self-awareness, a problem-solving orientation, comfort with clear feedback and direct communication, the ability to manage change, a priority on equity and a strong customer service mindset.