Patient Care Coordinator

Beth Israel Lahey Health

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Under the Direction of the Hospital at Home Leadership and the Registered Nurses, the patient care coordinator works collaboratively with the multidisciplinary team to plan and execute operations for the Hospital at Home units. This includes administrative support of the operation, planning, scheduling and updating patient visits as well as services needed for patients. In addition, the patient care coordinator will be responsible for going into the patient homes to perform basic patient care activities in providing for the personal needs, comfort and safety of patients. Transport of supplies to and from the patient homes and basic phlebotomy skills will be required. Managing services for patients with excellence and a proactive approach is essential to success, as is considering efficiencies for care delivery across the daily operation. This role will also participate in reporting and monitoring the operational efficiency of the unit(s) based on metric / KPI processes determined by leadership. Performs all other duties as needed or directed by the Hospital at Home leadership team to meet the needs of the Service Line.

Requirements

Requires a high school diploma or equivalent
Basic Life Support/BLS Required. New Hires/transfers will have 30 days to obtain BLS certification.
None.
Basic ability to read, write and perform basic four-function math. Ability to obtain knowledge of medical terminology, basic personal computer skills, and interpersonal skills.

Responsibilities

Act as liaison between clinical staff, vendors, patients, and leaders, managing schedule, order scheduling and execution with vendors and the hospitals
Provides administrative support and assistance to the clinical team as needed including answering incoming calls, taking accurate messages, with follow up and closed-loop communication, and running reports as needed
Accepts orders from the clinical team and efficiently schedules / assigns to the correct vendor o Utilizes appropriate computer and operational systems to process physician orders as appropriate (orders to vendors, for example)
Supports clinician scheduling (field and partnership with command center team) in partnership with the clinical team o Balances work load, geography and clinical needs of patients when scheduling o Updates / changes clinical schedule in real time with clinical team, balancing all patient needs and priorities
Maintains and creates leadership on call schedule with HAH leadership
Documents in EMR in real time (during shift, not leaving shift with any documentation pending) as planned with leadership team (this duty will change over time as vendor relationships change)
Works as a true team member with the whole HAH team, supporting any tasks needing to be done for operations
Helps manage technology updates and changes with leadership (new processes driven by changing technology in HAH operations)
Prepares patients charts/command center documentation, ensuring that any necessary forms are available and relevant patient information is ready for use or review daily as needed. o Assembles charts/paper documentation for admissions, transfers, and discharges
Supports communication and process related to timely patient flow as possible
Responds to queries from physicians, nursing staff, and others taking care to not disclose confidential patient information to unauthorized individuals in accordance with various policies, outside regulations and laws governing patient confidentiality including but not limited to HIPAA (Health Insurance Portability and Accountability Act)
Inventories command center supplies and orders new supplies as needed to maintain standard inventory levels. Stores supplies ensuring that areas are neat and organized.
Manage unscheduled absence reporting and immediate rescheduling process in concert with whole clinical team (including vendors when applicable). Process directed by HAH Operational Leadership.
Supports reporting, invoice processes, supply chain management and other operational needs of HAH unit(s). o Participates in quality / process improvement activities with the multidisciplinary team
Cares for patients as delegated by the registered nurse and completes all aspects of activities of daily living for assigned patients o Vital Signs: May take and record the following: · ▪ vital signs ▪ height and weight ▪ oxygen saturation ▪ Reports all unusual observations or reactions of the patient to the nurse assigned to the patient or charge nurse. o Intake and Output: Collects various specimens for analysis and measures and records intake and output. o Activities of Daily Living: Provides patients with personal care and assist with activities of daily living. o Clinical Procedures: Performs basic clinical procedures independently or under direct supervision of a nurse. o Nutrition: Provides for patient’s nutritional needs including assisting the patient with preparation of meals and feeds the patient as required. o Safety: Supports a culture of safety and carries out safety interventions for all patients. o Infection Control: Adheres to all applicable infection control policies and procedures. o Sitter: Assist as patient safety attendant after completion of required competency. o Orientation: Assists with orientation of new patient care coordinator colleagues.
Performs all other duties as needed or directed to meet the needs of the department.