Care Enrichment Coach

OHI•Lakewood, NJ

60d

About The Position

Reporting to the Care Enrichment Director the Care Enrichment Coach (CEC) is responsible for the facilitation of patient care by providing administrative support to the clinical care teams. Care Enrichment is to best assist patient continuity of care through interdisciplinary collaboration with both internal and external Providers. The CEC will assist in all phases of a patient's visit from beginning to end including timely follow up to achieve optimal patient outcomes.

Requirements

High School diploma or equivalent required.
One to two years' experience in Healthcare or Call Center setting.
Proficiency in Microsoft Office 365 is required.

Nice To Haves

Bilingual in Spanish and English preferred.
Clinical certification (CMA, LPN, RN) preferred.

Responsibilities

Scheduling of all incoming patient requests for appointment by phone, email, or EMR patient portal.
Verify patient demographics, contact information, insurance eligibility/ACA assessment/Sliding Fee Scale information, PCP changes, and guide the registration process.
Ensure Schedules are Filled: Actively manage and optimize appointment schedules by confirming patient bookings, following up on cancellations, and proactively filling open slots to maximize clinic efficiency.
Proficient in Phreesia EMR: Assist with sending telehealth links to patients when requested, notify patients of provider schedule changes via automated alerts, and handle appointment cancellation requests efficiently.
Obtain Transition of Care documents prior to patient's office visit.
Review and maintain EMR Communicator.
Data Entry & Documentation: Accurately input and maintain patient information in the electronic health record (EHR) system. Ensure data privacy and confidentiality at all times.
Obtain and create patient emails.
Assist patients in registering with the portal via Smartphone.
Educate patients on online check-in and online scheduling.
When necessary and/or emergent, arrange for patient triage with a Registered Nurse (RN) or patient assessment with a Licensed Practical Nurse (LPN).
Upload previous patient medical records from prior and specialty providers, provide copies of medical records to patients upon request, and share records with other providers and hospitals as necessary for continuity of care, in compliance with organizational policies.
Provide NJCEED with necessary documentation for CEED qualified patients including imaging requests and CEED vouchers.
Maintains HIPAA privacy and best practices when handling patient Protected Health Information (PHI).
Monitor quality assurance metrics for each patient as provided by data analytics department via regulatory quality standards
Assist Clinical staff when necessary, with provider buckets and patient communication.
Collaborates with Healthcare Teams: Works with clinical and administrative staff to ensure patient needs are met and appointment schedules are maintained.
Problem Solving: Address any issues patients may face (e.g., language barriers, technical problems with online scheduling) and find appropriate solutions or escalate as necessary.
After each call, the CEC will assign a disposition code that best reflects the outcome of the call to ensure accurate documentation and appropriate follow-up.
Assist with patient billing as needed in conjunction with billing and coding department
Utilize the CEC 2.0 Guide to assist you with workflows and algorithm.
Utilize the quality measure protocol to enter standing orders as required/determined by the provider for timely Medical Clearance protocol.
Is highly accountable for one's own productivity. In order to maintain transparency, all projects must be represented clearly on a project board in Monday.com. Responsible for ensuring the board is always updated and accurate and that information is accessible to those that need it.
Maintain all call center performance metrics regarding hold time, answer speed rate, total interactions, appointments scheduled, rejected/missed call rates etc.
Adheres to Corporate Compliance policies.
Maintains a passing monthly scorecard threshold at 80%.
Works cooperatively with all providers and staff to carry out the goals and objectives of OHI, meets productivity according to established policies and procedures.
Other duties as assigned.