Care Management Support Specialist

Tufts Medicine

3d•$20 - $25•Remote

About The Position

The Care Management Support Specialist works with the ambulatory network, health plans, community partners, and the care management team to triage referrals and assign them to care teams. The role helps ensure patients receive comprehensive, coordinated care across the continuum by collecting patient information and assessments, identifying primary needs, and connecting patients with appropriate care teams and resources. As an integral member of the Care Management Department, the specialist serves as a key contact for internal and external collaterals who use the department’s services and supports. The role also leads reporting activities, including running and manipulating reports and data in the system’s EMR. The position works in the EPIC Compass Rose platform to manage referrals and maintain referral work queues. It completes timely and accurate documentation, supports referral workflows, and serves as a subject matter expert and resource for staff and referring organizations. The specialist runs and reconciles reports for the care management team and management, analyzes program and team trends, supports workflow improvements, and trains staff on systems when needed. This is a remote position for a candidate local to Massachusetts, as occasional travel to Tufts Medicine locations may be required. The schedule is 40 hours per week, Monday through Friday, 8:00 a.m. to 4:30 p.m.

Requirements

High school diploma or equivalent.
Two years of experience in a clinical setting, such as a Nursing Unit, Care Management Department, Managed Care setting, PCP office, or SCP office.
Customer-focused interpersonal skills to interact effectively with practitioners, interdisciplinary health care teams, community agencies, patients, and families with diverse opinions, values, and cultural and religious ideals.
Ability to work autonomously in established situations and remain accountable to department goals.
Ability to influence and negotiate with individuals.
Ability to function effectively in a fluid, dynamic, and rapidly changing environment.
Familiarity with the target community and a sense of connection to that community.
Ability to work well with people of various ages, backgrounds, ethnicities, and life experiences.
Proficiency in Microsoft applications, particularly Excel.

Nice To Haves

College degree or Medical Assistant National Certification Attestation issued by a governing body (AAMA, AMCA, AMT, NCCT, or NHA).
Four years of experience in a clinical setting, such as a Nursing Unit, Care Management Department, Managed Care setting, PCP office, or SCP office.
Experience working in the human services field.

Responsibilities

Use the EPIC Compass Rose platform to triage referrals to the Ambulatory Care Management Department.
Keep referral work queues up to date and meet established referral assignment turnaround timeframes.
Complete required documentation in EPIC and other department-sponsored databases accurately and on time.
Serve as the care management referrals subject matter expert and resource to team members, ambulatory practices, hospital staff, and other referring collaterals.
Act as a primary contact for internal and external collaterals, including health plans, ambulatory practices, hospitals, and Community Partners.
Develop trusting, professional relationships with collaterals and provide respectful, service-focused engagement.
Respond promptly to department requests and involve team members when appropriate.
Run and reconcile regularly scheduled reports for the care management team, including hospital discharge and admission data.
Run scheduled reports for management and analyze team performance, referral volume, and program trends.
Collaborate with management to ensure workflows meet the department’s and patient population’s needs.
Train staff on systems for coverage and onboarding as needed.
Maintain collaborative relationships with peers and colleagues to support organizational goals.
Help foster a positive work environment through collaboration with internal staff and affiliated organizations.