Care Coordinator Concierge - Patient Relations

Trinity Health•Maywood, IL

1d•$71,240 - $110,406

About The Position

The Care Coordinator Concierge, Patient Relations will provide high-touch service to patients of Loyola Medicine. Partnering with the Concierge Medical Director and other internal stakeholders, the Care Coordinator Concierge will serve as primary point of contact to: Coordinate scheduling of appointments Navigate emergency and inpatient requests Enlist the guidance of the medical director when escalation is required Track and report on activity and possible enhancements to processes and services Provide additional supports such as helping to secure medical records. Position responsibilities: Care Coordination & Navigation: Maintain communication with patients, families, and health care providers (internal & external) at various touchpoints during patient care, focusing on high-touch 24/7 patient navigation. Build and maintain strong working relationships with internal partners, including concierge medical director, dynamic schedulers, practice directors, physicians and nurses, emergency department and bed management to assist in exemplary patient experience for Mission Makers program participants, while maintaining the highest degree of integrity, confidentiality, and compliance with HIPAA. Utilize technology and systems to support patient navigation and reporting, providing regular project status updates to external stakeholders and team members. Track interactions and share with internal stakeholders to improve processes on a macro and micro level. Successfully manages timelines, resources and deliverables with strong program and project management capabilities. Demonstrate excellent teamwork, communication, and cooperation with colleagues to achieve organizational objectives. Assist with other strategic projects and duties as assigned. Patient Engagement & Experience: Maintain communication with patients, families, and health care providers (internal & external) at various touchpoints during their care, focusing on high-touch 24/7 patient navigation. Monitor patient satisfaction with the care experience and work with the team to address any issues or barriers. Receive and respond to new requests and provide timely follow-up. Provide advocacy, patient education, and support in accessing care. Colleague Engagement & Communication: Work with the dynamic schedulers, practice managers, physicians, nurses, and other members of the multidisciplinary team to achieve appointments in a timely manner and to support emergency room and inpatient admission when possible. Maintain communication with a patient's providers through messages in EPIC and via emails and phone calls. Act as a single point of contact among referring providers, patients, and other clinical caregivers to ensure a coordinated and efficient scheduling approach. Track and report on daily concierge activity. Organization & Professionalism Skills: Must have strong customer-service orientation, interpersonal communications, organizational, tracking and follow through skills. Must act in a professional manner toward internal and external contacts. Will need to be reachable by cell phone evenings and weekends when necessary. Will need to meet with patients in-person from time to time. Will plan agendas, present reports, schedule meetings, support the work, communicate with all team members and perform other duties as assigned.

Requirements

Bachelor's degree in Healthcare or Hospitality, or a related field.
3-5 years of nursing, healthcare, or customer service experience in travel/hospitality
Must have strong customer-service orientation, interpersonal communications, organizational, tracking and follow through skills.
Will need to be reachable by cell phone evenings and weekends when necessary.

Responsibilities

Care Coordination & Navigation: Maintain communication with patients, families, and health care providers (internal & external) at various touchpoints during patient care, focusing on high-touch 24/7 patient navigation.
Build and maintain strong working relationships with internal partners, including concierge medical director, dynamic schedulers, practice directors, physicians and nurses, emergency department and bed management to assist in exemplary patient experience for Mission Makers program participants, while maintaining the highest degree of integrity, confidentiality, and compliance with HIPAA.
Utilize technology and systems to support patient navigation and reporting, providing regular project status updates to external stakeholders and team members.
Track interactions and share with internal stakeholders to improve processes on a macro and micro level.
Successfully manages timelines, resources and deliverables with strong program and project management capabilities.
Demonstrate excellent teamwork, communication, and cooperation with colleagues to achieve organizational objectives.
Assist with other strategic projects and duties as assigned.
Patient Engagement & Experience: Maintain communication with patients, families, and health care providers (internal & external) at various touchpoints during their care, focusing on high-touch 24/7 patient navigation.
Monitor patient satisfaction with the care experience and work with the team to address any issues or barriers.
Receive and respond to new requests and provide timely follow-up.
Provide advocacy, patient education, and support in accessing care.
Colleague Engagement & Communication: Work with the dynamic schedulers, practice managers, physicians, nurses, and other members of the multidisciplinary team to achieve appointments in a timely manner and to support emergency room and inpatient admission when possible.
Maintain communication with a patient's providers through messages in EPIC and via emails and phone calls.
Act as a single point of contact among referring providers, patients, and other clinical caregivers to ensure a coordinated and efficient scheduling approach.
Track and report on daily concierge activity.
Organization & Professionalism Skills: Must have strong customer-service orientation, interpersonal communications, organizational, tracking and follow through skills.
Must act in a professional manner toward internal and external contacts.
Will need to be reachable by cell phone evenings and weekends when necessary.
Will need to meet with patients in-person from time to time.
Will plan agendas, present reports, schedule meetings, support the work, communicate with all team members and perform other duties as assigned.