Care Coordinator

Children's Hospital and Health System•Milwaukee, WI

12d

About The Position

The Care Coordinator provides care coordination and co-management for children with medical complexity due to multiple chronic conditions. Working with Nurse Case Managers and the clinical team, the Care Coordinator supports and coordinates services and helps families connect with clinical, community, and social resources. The role requires creative problem-solving and knowledge of the assets and challenges of the children with medical complexity population. The Care Coordinator works with medical professionals to support follow-up and coordination of recommended medical management. The position facilitates continuity of health care, maintains communication among families and providers, and coordinates with schools, nursing agencies, and community organizations while preserving confidentiality. It includes managing a patient and family caseload, triaging calls, scheduling appointments and diagnostic testing, maintaining electronic health records, providing family education, and connecting families with appropriate resources. The Care Coordinator may attend home visits and family care conferences and supports the Complex Care Program’s team-based approach.

Requirements

High school diploma, GED, or HSED required.
At least 2 years of experience in a related field, with an emphasis on customer service, required.
Experience with electronic medical records and Microsoft Word and Excel required.
Proficient data entry skills with accuracy and speed.
Knowledge of the needs of low-income families and coping styles of families under stress.
Ability to navigate and coordinate multiple services, prioritize, and multitask to meet the needs of patients, parents, physicians, and hospital staff.
Effective oral and written communication skills for assessing health concerns and referring patients to appropriate services.
Ability to interact effectively with health team members and community members.
Ability to demonstrate teamwork by assisting other staff members or organizations as necessary.
Organizational skills to maintain records, coordinate clinic appointments, and independently prioritize work.
Ability to concentrate and pay close attention to detail.
Provide care appropriate to the patient population and as described in applicable policies and procedures.

Nice To Haves

Associate's degree or bachelor's degree preferred.
Scheduling experience preferred.
Experience working with families from diverse ethnic, cultural, and socioeconomic backgrounds strongly preferred.

Responsibilities

Facilitate continuity of health care by planning and exchanging information with provider staff and school, community health, and social service agencies while preserving confidentiality.
Connect patients and families with local services in response to identified needs and stay informed about available community resources.
Document communication and services, including maintaining appropriate records in the electronic health record.
Act as a liaison among families, providers, schools, nursing agencies, and community agencies.
Coordinate with the Family Resource Center and Social Work to facilitate appropriate referrals.
Triage family calls, follow up on appointments, forms, and resources, and communicate with an RN or provider as appropriate.
Initiate proactive monthly telephone communication with patients and families to assess needs and follow up on ongoing issues.
Provide patient and family education using the Complex Care Bridge to Independence curriculum.
Assist with scheduling appointments and diagnostic testing using the computerized scheduling system.
Manage a patient and family caseload and collaborate with team members on care coordination activities.
Organize, attend, and record family care conferences.
Use electronic clinical information systems to obtain information and document clinically related activities.
Type, fax, and mail reports, letters, memos, and other correspondence.
Explain team disciplines and the Complex Care Program’s team approach to patients, families, and referral sources.
Respond to telephone calls in a timely, service-oriented manner; take accurate messages and triage calls as appropriate.
Treat patients, families, providers, visitors, and coworkers courteously and respectfully.
Contact insurance companies and review agencies to initiate prior approval for supplies, medications, clinical care, and diagnostic tests.
Communicate with providers and staff to support and maintain care coordination.
Maintain confidentiality in handling patient and program matters.
Attend home visits where appropriate.
Attend Complex Care staff intake meetings and relevant required training.