Patient Engagement Coordinator ~ Integrated Care Management Ambulatory Team

Beth Israel Lahey Health•Wakefield, MA

21d•$25 - $32•Hybrid

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. The Integrated Care Management Patient Engagement Coordinator (PEC) assists the Integrated Care Management team of RNs and Social Workers within Care Management to coordinate care for at risk patient populations within the BILHPN Performance Network. The Patient Engagement Coordinator works centrally and across all geographic teams supporting the central referral processes in place within the EPIC EMR and Outlook email. The integrated care management patient engagement coordinator, under the direction of the managers and collaboratively with team members, assigns appropriate referrals across teams, communicates back the status of referrals as appropriate, and triages referrals to the appropriate supportive resource (ex. Payor care management program, delegated care management teams, other BILH or BILHPN teams).This role will work within the EMR. This role is expected to take on additional care coordination tasks with oversight and guidance of the clinical management team. Duties may include facilitating Epic EMR portal messaging, facilitating patient mailings, screening calls that come into a central department phone number. assisting with outreach and coordinating follow-up care and community resources as needed under the direction of the care team members. The Patient Engagement Coordinator assists the care team members in coordinating care for at risk patients within the BILHPN Performance Network. targeted Medicare Accountable Care Organization (ACO) patient population. The Patient Engagement Coordinator communicates with hospitals, post-acute facilities, assisted living facilities and home care agencies for case information. The Patient Engagement Coordinator works with the patient registry, electronic health record, and patient tracking systems to assist with outreach, documentation of goal progress, and coordination of follow-up care and community resources as needed under the direction of the care team members.

Requirements

High School diploma or GED required. Bachelor's degree preferred
Office setting experience required
Strong interpersonal and customer service skills required to communicate with patients, family members, physicians and other health care providers, as well as other colleagues.
Good knowledge of medical terminology.
Must possess strong problem-solving abilities and analytical skills to ensure patient’s needs are met.
Must possess basic computer skills to input and retrieve clinical information.
Utilizes critical thinking and good judgment in performance of tasks.
Must possess good organizational skills and the ability to multitask and to prioritize daily assignments to ensure smooth workflow
Must type 55 wpm.
Strong oral and written communication skills.
Proficiency with Microsoft Office and other database experience as well as proficiency with email and Internet is required.
Incorporates BILHPN Guiding Principles, Mission Statement and Goals into daily activities.
Complies with all BILHPN Policies.
Maintains courteous and effective interactions with colleagues and patients and families.
Demonstrates an understanding of the job description, performance expectations, and competency assessment.
Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
Participates in departmental and/or interdepartmental quality improvement activities.
Participates in and successfully completes Mandatory Education.

Nice To Haves

Those with experience in the healthcare system, including internships, are encouraged to apply

Responsibilities

Supports the assigned care management team through administrative processes and workflows.
Coordinates care for low-risk patients through telephonic encounters assisting and collaborating with the care managers
Assists the care managers in obtaining medical record information, documenting all case information in the system, performing data entry into appropriate databases for monitoring and tracking
Advocates for patient and families; responds to and facilitates resolution of patient questions and concerns within scope of practice
May conduct patient contact or patient facing tasks as directed
Produces reports and distributes reports to healthcare team as directed
Utilizes appropriate platforms to identify patients admitted outside the BILH system. Collaborates with care team members to meet the care coordination needs of those patients
Performs all other duties as needed or directed to meet the needs of the department.
Maintains strict adherence to BILHPN Confidentiality policies and HIPAA requirements.
Incorporates BILHPN Standards of Behavior and Guiding Principles into daily activities.
Complies with all BILHPN Policies and Procedures, including policies and procedures related to member outreach and engagement, care coordination, care management, and care transition functions and activities.
Maintains current and accurate documentation within the LMH-ACO care management electronic record, per established organizational policies and procedures.
Complies with behavioral expectations of the Department and BILHPN.
Maintains courteous and effective interactions with colleagues, members, and all others.
Demonstrates an understanding of his/her job description, performance expectations, & competency assessment.
Demonstrates a commitment toward meeting and exceeding the needs of BILHPN’s customers and consistently adheres to Customer Service standards.
Participates in departmental and/or interdepartmental quality improvement activities.
Participates in and successfully completes mandatory education and training, as assigned.