Discharge Assistant - Central Resource Center

Carilion Clinic•Roanoke, VA

7d•Onsite

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 reviews, gathering and distributing clinical and demographic information, maintaining payer documentation, and facilitating communication among providers, payers, and care teams. The assistant prioritizes daily workflow, coordinates peer-to-peer reviews, supports utilization management and appeals, processes health plan referral requirements, and assists with federally mandated regulatory workflows such as Medicare Important Message, Lifetime Reserve, Status Change, Code 44, and Notice of Medicare Non-Coverage. The role maintains Epic work queues, databases, spreadsheets, and departmental records; researches administrative issues affecting patient progression and discharge; and coordinates documentation, signatures, and correspondence to support timely care transitions. The position serves as a liaison among payers, providers, billing, patients, and care management staff, and provides administrative support to utilization management physicians, nurses, and care management staff. It involves travel between regional facilities and virtual and telephonic support across enterprise Care Management locations. The assistant maintains confidential records, prepares correspondence, manages office systems and equipment, and uses Microsoft Office and other software to support departmental operations. The role requires effective communication and customer service in a fast-paced environment with changing priorities, as well as maintaining competencies through continuing education, meetings, training, and required certifications.

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 required upon completion of orientation and 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 and manage faxes, voicemails, correspondence, and distribution of incoming communications.
Schedule peer-to-peer reviews between providers and payers, document determinations, communicate authorization decisions, and obtain required demographic and clinical information.
Coordinate denial and appeal documentation and communicate with payers, Carilion billing, and care management teams.
Assist with insurance, benefits, and coverage inquiries and process health plan referral requirements, prior authorizations, denials, appeals, and peer-to-peer requests related to admissions and patient progression.
Support federally mandated regulatory workflows, including Medicare Important Message, Lifetime Reserve, Status Change, Code 44, and Notice of Medicare Non-Coverage; 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 payers, providers, billing, patients, and care management staff by responding to inquiries about authorizations, approvals, denials, benefits, coverage, and insurance 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.
Maintain confidential records, prepare correspondence, manage office systems and equipment, and use Microsoft Office applications and other software to support departmental operations.
Communicate effectively with leadership, clinical staff, patients, visitors, vendors, and external agencies while providing customer service in a fast-paced environment.
Maintain required competencies through continuing education, staff meetings, in-service training, and required certifications.