Care Management Assistant - ED Navigation

Intermountain Health

7d•$20 - $29•Onsite

About The Position

The Care Management Assistant is a patient-focused role that manages and optimizes patient care in collaboration with nurses and social work care managers, serving as a bridge between patients, their support people, and the healthcare team. The role coordinates appointments, facilitates communication with physicians and families, educates patients about available resources, and delivers regulatory or payer notifications to patients and families. This position provides coverage for Platte Valley, Lutheran, and St. Josephs, with variable shifts on weekdays and weekends. Duties include coordinating referrals and service authorizations, maintaining communication with patients and care teams, supporting regulatory documentation, and assisting with transition planning and community resource navigation. The position is based at Intermountain Health Lutheran Hospital and Platte Valley Hospital in Brighton, Colorado.

Requirements

Demonstrated healthcare experience in a clinic or hospital setting.
Demonstrated customer service experience focused on communication and problem resolution.
Proficiency in advanced computer skills.
For caregivers whose duties require home or community visits: current BLS certification, a current driver’s license, current auto insurance, an acceptable driving record, and reliable transportation.

Nice To Haves

Associate or bachelor’s degree.
Previous experience with medical terminology.
Excellent verbal and written communication skills.

Responsibilities

Serve as a liaison between the department and external organizations or individuals, including payers, physicians, post-acute agencies, patients, patient representatives, and departmental stakeholders.
Receive and prioritize requests; transmit clinical information for service authorizations in accordance with contractual requirements; and coordinate with care managers, utilization review RNs, revenue cycle, and payers to research payment sources and coordinate processes.
Monitor referral status and maintain ongoing communication.
Request and retrieve medical records from Health Information Management for retrospective utilization review or quality assurance.
Deliver routine regulatory notices to patients within required timeframes and document delivery of government-mandated forms or payer communications.
Perform clerical support tasks, including preparing and printing reports, scheduling appointments, distributing and communicating requests, retrieving phone, fax, email, and mail messages, and scanning or copying documents.
Support advance care planning by delivering advance directive information and notarizing documents upon request.
Support a compliant patient choice process by keeping provider lists current across systems and distributing them to patients and families as instructed before the patient choice consultation conducted by a care manager or social worker.
Support transition planning by preparing transfer packets, arranging transportation, updating resources on the Integrated Care Management website, and coordinating with patients, families, and next-level providers.
Collaborate with care managers to navigate and refer patients to community resources addressing social determinants of health.
Work with care managers and clinical teams to ensure comprehensive, coordinated care and contribute to monitoring care plans and resolving identified social needs.