Per diem instED Mobile Health Coordinator

CareSource

About The Position

instED provides patient-centered, high-quality acute care in place to adults with complex medical needs. Reporting to the Manager, Network Delivery, the instED Mobile Health Coordinator (MHC) is the first point of contact for patients who are seeking an instED visit. The Mobile Health Coordinator warmly greets all callers and completes a thorough and accurate intake for callers requesting a referral for an instED visit. The MHC assigns the visit to one of instED's paramedic partners based on geography and availability and monitors the physician assignment algorithm. In addition, the MHC monitors visit progression to ensure timely service delivery. Finally, the MHC assists the nursing team with non-clinical administrative support and serves as the main point of contact for paramedic partner dispatchers, paramedics, and the instED Virtual Medical Control (VMC) team for all non-clinical issues.

Requirements

High School or GED required
Five (5) years professional work experience in a healthcare setting with at least one (1) year of remote work experience required
Customer service experience via phone communications, preferably in a health care call center setting interacting with patients required
Process improvement experience required
Experience working closely with colleagues at all levels of a company including front-line staff to senior leaders required
Ability to communicate effectively without judgment to a diverse patient population while demonstrating empathy
Highly adaptable to frequent workflow changes in a fast-paced environment
Willing to learn and utilize several different software applications (e.g., proprietary instED NOW platform, Teams, etc.)
Proficient with Microsoft Outlook
Superb verbal communication skills and strong written communication skills
Computer and phone system proficiency (e.g., Ring Central or other cloud communications platform)

Nice To Haves

Associates degree preferred
Medical assistant, or other related experience in an urgent care, emergency or home care setting preferred
Administrative support to clinicians in healthcare setting preferred
911 Telecommunicator or Emergency Medical Dispatcher Certification preferred
Mobile integrated health experience preferred
Power BI or other business intelligence software knowledge preferred
Proficient in Excel preferred
Process improvement training (e.g., lean, six sigma, etc.) preferred
Medical terminology preferred
Athena (electronic medical record) knowledge preferred
Bilingual (Spanish), bicultural preferred

Responsibilities

Answer incoming phone calls in a timely manner using a cloud-based platform.
Collect accurate patient information and document in the instED NOW platform and Athena medical record to process an instED referral.
Collect, review, and accept written consent from patients, upload consents from paramedics.
Verify patient eligibility using instED NOW, Athena, or external payor portals.
Collect payment(s) from patients (e.g., copay, co-insurance).
Assign visits to one of instED’s ambulance partners based on geography and availability; collaborate with nursing staff to prioritize high acuity patients.
Communicate with the dispatchers from the ambulance partners to facilitate throughput of instED visits; convey clinical concerns/questions to the nursing team.
Maintain awareness of all ambulance partner vehicle’s status and location.
Call patients if mobile health providers are unable to reach patients with an updated ETA; escalate to the nursing team when patients cannot be reached via phone.
Make recommendations to improve the instED NOW platform.
Monitor that VMC providers are checked in and out of instED NOW in a timely manner and outreach to them if this does not occur.
Monitor VMC auto-assignments and manually re-assign if needed when a VMC provider is nearing the end of shift and cannot complete a visit.
Complete an end of shift report before logging off at the end of a shift.
Ensure that mobile health providers have completed all documentation by the end of their shift and outreach to the paramedic partner when there is outstanding documentation.
Perform any other job related duties as requested.