Care Coordinator

Children's Wisconsin•Milwaukee, WI

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 families and connects them 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 Care Coordinator manages a patient and family caseload, maintains communication with families and care team members, coordinates services and appointments, and documents contacts in the electronic health record. The role also involves educating families using the Complex Care Bridge to Independence curriculum, participating in care conferences and team meetings, and attending home visits when appropriate.

Requirements

High school graduate, 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 applications, including Word and Excel, required.
Proficient data-entry skills with accuracy and speed.
Knowledge of the needs of low-income families and the 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 other 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.
Demonstrated teamwork within the department and community, including 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.

Nice To Haves

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

Responsibilities

Facilitate continuity of health care for Complex Care Program participants by planning and exchanging information with provider staff and school, community health, and social service agencies while preserving confidentiality.
Connect patients with local services based on identified needs and document communications and services as required.
Act as a liaison among families, providers, schools, nursing agencies, and community agencies.
Maintain knowledge of available community resources and work with the Family Resource Center and Social Work to facilitate 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.
Educate patients and families using the Complex Care Bridge to Independence curriculum.
Assist with scheduling patient appointments and diagnostic testing using the computerized scheduling system.
Maintain and record appropriate documentation in the electronic health record for each family and health-related contact.
Assume primary responsibility for a patient and family caseload and assist with other 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 the roles of team disciplines to patients, families, and referral sources and orient them to the Complex Care Program and team approach.
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 when handling patient- and program-related matters.
Attend home visits when appropriate.
Attend Complex Care staff intake meetings and relevant required training.