Hospital Support Specialist - Lakeland, FL

Orlando Health•Lakeland, FL

1d•Hybrid

About The Position

The Hospital Support Specialist is responsible for working with a multidisciplinary team including hospital nursing, inpatient care management, attending hospitalists and consultants, and ambulatory physician practices, among others, to support safe and effective transitions of care from the hospital to outpatient care settings. This Hospital Support Specialist will work to reduce all-cause readmissions and improve the patient experience of care by identifying eligible patients for support services and subsequently aiding in coordination of care activities such as post-discharge scheduling and patient/caregiver education and engagement. This position will initially support Orlando Health Medical Center (ORMC) as our team expands to include Medicare Advantage patients. Once the new Lakeland facility opens later this year, the role will transition to being primarily based in Lakeland, with continued remote support for ORMC as needed.

Requirements

High school diploma or equivalent with completion of Medical Assistant training from an approved technical school required.
Maintains current certification as a Medical Assistant or current nursing license in the State of Florida renewed every two years.
One (1) year experience as a Medical Assistant, Paramedic, Licensed Practical Nurse, Allied Health Professional, Nursing Assistant, or related health care role in a hospital setting required.

Nice To Haves

Graduate from an approved school of nursing (LPN) preferred.

Responsibilities

Possesses a strong understanding of medical terminology and understands healthcare operations, patient engagement, physician relations, and related healthcare issues.
Identifies patients eligible for specific population health or hospital quality programs using the electronic medical record in order to support all relevant post-discharge scheduling and support needs of the patient and caregivers.
Reviews and updates, as necessary, all patient demographic data, medical history information, family/caregiver information, and social needs data to ensure the medical record is complete and accurate.
Engages with patients using strong communication skills and utilizes patient feedback to identify current service needs and anticipate future service needs using a patient-first philosophy.
Conducts in-person scheduling, education, and support services at the hospital bedside for patients, while also engaging with patients telephonically to support other campuses and/or patients and caregivers post-discharge, as needed.
Collaborates with hospital operational leadership and quality management teams at participating hospital sites to identify areas for process improvement, ensure collaboration across stakeholders, and optimize transitions of care with aligned outpatient providers.
Partners with various healthcare entities and physician practices to foster integrated relationships with patients, families, and caregivers to facilitate streamlined patient transitions across the continuum of care, including resources to address social determinants of health and unmet needs for at-risk patients.
Distributes approved educational materials and other care transition resources to patients and caregivers to effectively remove barriers to care with the goal of preventing readmissions and other avoidable care events.
Encourages the use of appropriate medication management post-discharge to support optimal clinical outcomes and, as necessary, connects patients to in-house pharmacy programs to support medication needs, including the Meds-to-Beds Program.
Maintains a high level of proficiency with ELLiE to best identify patient needs, fully document next site of care planning and other relevant scheduling information, and ensure care transition support for patients is efficient, timely, and effective.
Ensures compliance with all necessary risk management programs, corporate quality initiatives, and other corporate objectives.
Performs other duties as assigned to support the health system’s population health and hospital quality objectives.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
Maintains compliance with all Orlando Health policies and procedures.
Possesses the ability to prioritize and work independently in addition to being an integral part of the care team.
Communicates effectively through all forms of media and leverages critical thinking skills to effectively solve problems.
Documents work efforts in an organized and accessible fashion while respecting confidentiality/privacy standards.
Escalates operational and clinical concerns as they arise to hospital and corporate leadership to remove barriers.
Contributes to environment of psychological safety where ideas are welcomed, considered, and appreciated.