Discharge Assistant - Central Resource Center

Carilion Clinic•Roanoke, VA

8d•$17 - $24

About The Position

The Throughput and Discharge Assistant supports efficient, high-quality, and cost-effective patient throughput and discharge operations across Carilion Clinic. The role coordinates utilization management and discharge-related administrative processes, including scheduling peer-to-peer (P2P) reviews, gathering and distributing clinical and demographic information, maintaining payer documentation, and facilitating communication among providers, payers, and care teams. The position supports utilization management and appeals, health plan referral requirements, and federally mandated regulatory workflows. It maintains records and tracking systems, resolves administrative issues that affect patient progression and discharge, and coordinates required documentation and communications to support timely care transitions. The assistant provides administrative support to utilization management physicians, nurses, and care management staff, and may travel between regional facilities while also providing virtual and telephonic support across enterprise Care Management locations. The role requires effective communication and customer service in a fast-paced healthcare environment with changing priorities. It also involves maintaining confidential records, managing office systems and equipment, and using Microsoft Office applications and other software.

Requirements

Associate’s degree, or two years of experience may be considered in lieu of a degree.
Two years of experience in data collection and analysis and/or advanced administrative support.
Virginia Managed Long-Term Services and Supports (MLTSS/UAI) Certification is required upon completion of orientation and must be maintained throughout employment.
Advanced proficiency with Microsoft Office applications and database or spreadsheet software.
Excellent communication, customer service, organizational, and problem-solving skills.
Ability to manage multiple priorities, maintain confidentiality, and work effectively in a dynamic healthcare environment.

Responsibilities

Prioritize daily workflow to support patient throughput and discharge operations, including managing faxes, voicemails, correspondence, and incoming communications.
Coordinate P2P reviews by scheduling discussions between providers and payors, documenting determinations, communicating authorization decisions, and obtaining required demographic and clinical information.
Coordinate denial and appeal documentation and communicate with payors, Carilion billing, and care management teams; assist with insurance, benefits, and coverage inquiries.
Process health plan referral requirements, including prior authorizations, denial and appeal activities, and P2P requests related to admissions and patient progression.
Support federally mandated regulatory activities, including Medicare Important Message (IM), Lifetime Reserve (LTR), Status Change, Code 44, and Notice of Medicare Non-Coverage (NOMNC) workflows; coordinate documentation, distribute notifications, and record delivery in the electronic medical record.
Maintain Epic work queues, databases, spreadsheets, and departmental records for accurate tracking, reporting, production, and distribution of utilization management and throughput activities.
Research and resolve administrative issues affecting patient progression and discharge to facilitate timely care transitions.
Serve as a liaison among payors, providers, billing, patients, and care management staff by responding to inquiries about authorizations, approvals, denials, benefits, coverage, and insurance-related matters.
Coordinate timely collection of required documentation, signatures, and correspondence from internal and external stakeholders to support discharge planning.
Provide administrative support to utilization management physicians, nurses, and care management staff, and assist with departmental workflows and special projects.
Travel between regional facilities and provide virtual and telephonic support across enterprise Care Management locations as needed for operational and patient throughput needs.
Maintain confidential records, prepare correspondence, manage office systems and equipment, and use Microsoft Office applications and other software to support departmental operations.
Communicate with leadership, clinical staff, patients, visitors, vendors, and external agencies while maintaining customer service in a fast-paced environment with changing priorities.
Maintain required competencies through continuing education, staff meetings, in-service training, and completion of required certifications.