Program Specialist - Care Coordinator

Duke Careers•Durham, NC

1d•Onsite

About The Position

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. Duke HomeCare & Hospice offers hospice, home health, and infusion services across the region, and is home to the Duke Caregiver Support Program. Team members work closely with a patient's physician to provide comprehensive, individualized care in the comfort of their home or at our inpatient hospice facility in Durham, NC. The Program Specialist - Care Coordinator performs a variety of specialized, complex activities in the coordination of care needed for patients, with a strong emphasis on proactive problem resolution and departmental communications. This position independently performs activities necessary to organize, maintain, and use electronic patient health records, requiring high customer service, strong analytic and problem-solving skills. It also involves interpretation and explanation of policy and external requirements related to privacy, release of information, positive patient identity, and other department and organization-wide functions. Regular interaction is required with clinic staff, case management/hospital staff, and community-based third-party organizations.

Requirements

Work requires analytical, communications and organizational skills generally acquired through completion of a bachelor's degree program with one year of experience in program administration or event production.
OR Two years of postsecondary education with three years of experience in program administration or event production.
Computer skills to include intermediate to advanced Microsoft Word and Excel experience

Nice To Haves

Preferred experience in healthcare, hospital, homecare and/or hospice.
Two years of experience in home care referral, discharge planning, or insurance verification.

Responsibilities

Perform a variety of specialized, complex activities in the coordination of care needed for patients.
Strong emphasis on proactive problem resolution and departmental communications.
Independently perform activities necessary to organize, maintain, and use electronic patient health records.
Interpret and explain policy and external requirements related to privacy, release of information, positive patient identity, and other department and organization-wide functions.
Coordinate Home Health, Hospice, and Home Infusion services in collaboration with Community Program Managers.
Participate in daily Business Development Huddles.
Closely monitor pending referrals and prioritize tasks as assigned.
Review and complete referral requests, daily.
Work extensively in the electronic health record to locate specific clinical documents for the purpose of fulfilling a referral.
Escalate more complex inquiries and barriers to the appropriate resource.
Understand and verbalize the insurance verification process.
Collaborate closely with the requesting Program Manager regarding barriers to completion of referral or other duties.
Provide timely updates of referral completion and ensure appropriate documentation is complete.
Maintain strong working relationships with both internal Duke staff as well as community-based third-party organizations and facility staff to ensure timely, appropriate, and safe transitions of care.
Maintain proficiency in electronic medical record systems including but not limited to EPIC, CareTend, and CareLink.
Participate including attendance to community health events.
Coordinate meetings and execution of meeting notes when needed.
Develop, administer activities, monitor and evaluate program effectiveness, and investigate trends.
Advise Community Program Managers as to the status of current activities and additional or expanded program requirements.
Provide input into appropriate program recommendations.
Assist in developing and defining short and long term departmental specific goals and objectives.
Implement decided upon program adjustment.
Coordinate projects and audits to improve processes related to care coordination.
Interpret and explain Duke HomeCare and Hospice service lines, to include Home Health, Hospice and Home Infusion, release of information, positive patient identity, and other department and organization-wide functions.
Apply detailed working knowledge of HIPPA rules and other State and Federal laws regarding patient privacy and knowledge of Joint Commission requirements and CMS guidelines and rules.
Perform other duties as assigned