Senior Care Options Navigator/Care Coordinator - Lawrence - Spanish Preferred

Fallon Health•Lawrence, MA

20h•Onsite

About The Position

Fallon Health is a company that cares, prioritizing members to ensure they receive needed care. Founded in 1977 in Worcester, Massachusetts, Fallon Health delivers equitable, high-quality, coordinated care and is highly rated for member experience, service, and clinical quality. The company embraces diversity and aims to be a leading provider of government-sponsored health insurance programs, including Medicare, Medicaid, and PACE. The Navigator role is an integral part of an interdisciplinary team, focusing on care coordination, care management, and improving access and quality of care for Fallon members. The Navigator collaborates with Fallon Health Care Team staff and other providers to ensure continuous communication regarding member status. This role involves establishing telephonic and, depending on product and circumstance, face-to-face relationships with members/caregivers and provider partners to ensure ongoing service provision and care coordination, consistent with the member's specific care plan. To effectively advocate for member needs, the Navigator may conduct in-home or facility visits, with or without other Care Team members, to fully understand a member’s care needs.

Requirements

HS Diploma/GED required
2+ years job experience in a managed care company, medical related field, or community social service agency
Understanding of hospitalization experiences and the impacts and needs after facility discharge
Knowledgeable about medical terminology and basic understanding of common disease processes and conditions
Knowledgeable about medical record documentation and able to recognize triggers requiring RN intervention
Experience with telephonic interviewing skills and working with a diverse population, that may also be Non-English speaking
Understanding of the impacts of social determinants of health
Knowledgeable about software systems including but not limited to Microsoft Office Products – Excel, Outlook, and Word
Excellent communication and interpersonal skills with members and providers via telephone and in person
Exceptional customer service skills and willingness to assist ensuring timely resolution
Excellent organizational skills and ability to multi-task
Appreciation and adherence to policy and process requirements
Independent learning skills and success with various learning methodologies including but not limited to: self-study, mentoring, classroom, and group education
Working with an interdisciplinary care team as a partner demonstrating respect and value for all roles and is a positive contributor within job role scope and duties
Willingness to learn about community resources available to assist the member population in the community and long term care settings and demonstrated willingness to seek resources and expand knowledge to assist the population
Willingness to learn insurance regulatory and accreditation requirements
Familiar with Excel spreadsheets to manage work and exposure and familiarity with pivot tables
Accurate and timely data entry
Effective care coordination skills and the ability to communicate, advocate, and follow through to ensure member needs are met
Knowledgeable regarding community resources
Ability to communicate effective to physician and other medical providers
Ability to effectively respond and adapt to changing business needs and be an innovative and creative problem solver
Demonstrates commitment to the Fallon Health Mission, Values, and Vision
Problem Solving: Asks good questions
Critical thinking skills, looks beyond the obvious
Adaptability: Handles day to day work challenges confidently
Willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
Demonstrates flexibility
Written Communication: Is able to write clearly and succinctly in a variety of communication settings and style
Satisfactory Criminal Offender Record Information (CORI) results and access to reliable transportation

Nice To Haves

College degree (BA/BS in Health Services or Social Work)
Experience working in a community social service agency, skilled home health care agency, community agency such as adult foster care, group adult foster care, personal care management agency, independent living agency, State Agency such as the Department of Mental Health (DMH), Department of Developmental Services (DDS), Department of Children and Families (DCF), and/or the Department of Youth Services (DYS), or other agency servicing those in need
Experience in a nursing facility or in a Massachusetts Aging Access Service Point Agency
Experience working on a multi-disciplinary care team in a managed care organization

Responsibilities

Utilizes an ACD line to support department and incoming/outgoing calls with the goal of first call resolution with each interaction
Conducting telephonic and may conduct face-to-face member visits to assess members utilizing TruCare Assessment Tools
Establishing and developing effective working relationships with community partners such as housing staff, adult day health care staff, assisted living staff, group adult foster and adult foster care staff, rest home staff, long term care facilities and other providers including primary care providers with the goal to facilitate member specific communication, represent Fallon Health in a positive and effective manner, and work to grow membership in the various Fallon Health products as applicable
Educating members/PRAs about their product specific benefits and how to access often times facilitating and coordinating such
Help members to ensure physician office visits are scheduled and attended
Places referrals and following up to ensure services are in place as per the individual care plan and developing a care plan in conjunction with the Care Team, preparing and sending member specific care plans per process
Performs care coordination for members adhering to contact and duration frequencies documenting all activities in the TruCare system utilizing the appropriate assessment and/or note type following Clinical Integration Documentation Policy
Contacts members to resolve gaps in care including but not limited to: PCP assignment, PCP visits, preventative screenings, vaccination reminders, and other initiatives as assigned
Help members obtain access to care including but not limited to working with providers to arrange medical and behavioral health appointments and following up with members afterwards to ensure they attended, if not determine barriers, and work to have members attend appointments as required
Facilitates transportation to medical, behavioral health, and social appointments by educating the member about the process to request transportation and/or working to assist the member to obtain such (If working on the NaviCare Member Population)
Facilitates transportation to medical and behavioral health appointments by completing the MassHealth PT-1 process on behalf of the member/provider (If working on the ACO Member Population)
Educates members and assists members to obtain community benefits including but not limited to food through the EBT system, fuel assistance and other community programs and services such as WIC
Screens members for social determinants and service needs and refers members to Clinical Team members and Partners for intervention based upon criteria and processes
May contact maternity members after hospital discharge to facilitate delivery of items as part of the ‘Oh Baby’ program and work with Nurse Case Managers to coordinate after care needs (If working on the ACO or Commercial Products and depending upon process)
Refers to the Nurse Case Manager/PCP whenever clinical decision making is required.
Performs tasks and actions to ensure all CMS and State member related regulatory mandates are met including but not limited to welcome calls, care plans, health risk assessments/care needs screening for the member population, and member service plans according to Program Policy and Process for the particular member product
Monitors the daily inpatient census and notifies all members of the care team during member care transitions including any discharge planning updates depending upon the product process
Works collaboratively with Embedded Navigators and Transition of Care Team RNs
Follows up with members following transition of care to ensure member attended follow up appointments, if they have any questions or concerns, and ensures all members of the Care Team are knowledgeable about the care transition and work collaboratively to ensure the member care plan meets needs
May conduct visits to hospital and Nursing Facilities during a Care Transition to participate in the discharge planning process (depending upon the product and circumstances)
May perform home visits with members (depending upon the product and circumstances). Visits may be by self, or with others on the Care Team
Responds promptly to member calls/questions and follows up per department processes at all times demonstrating exceptional customer service skills in a culturally sensitive way
Provides culturally appropriate care coordination i.e.: arranges for interpreters, provides communication documents in appropriate language, demonstrates culturally appropriate behavior when working with member/family
Develops and fosters relationships with members and providers/facilities and depending upon the product, to be the first point of contact for benefit related questions and is able to explain processes including but not limited to: coverage criteria, appeal rights and processes, authorization request process, formulary, and evidence of coverage details
Manages member panel in conjunction with other employed Clinical Integration Team members; depending on the Fallon Health product, with the contracted Aging Service Access Point Geriatric Support Service Coordinator when applicable; and/or Community Partners; and contracted primary and specialty care providers – this includes conducting face to face or telephonic health risk assessments in a culturally sensitive way, completing care plans, and reviewing claims and other data which may indicate a need for Nurse Case Manager involvement and assessment
Assists the interdisciplinary team in identifying and addressing member barriers related to social determinants of health and care obtainment
Collaborates with the interdisciplinary team in identifying and addressing high risk members and transitions of care
Serves as an advocate for members to ensure they receive Fallon Health benefits as appropriate and if member needs are identified but not covered by Fallon Health, works with community agencies to facilitate access to programs such as community transportation, food programs, and other services available through community senior/cultural centers and other external partners
Maintains up to date knowledge of Program/Product benefits, Plan Evidence of Coverage details, and department policies and processes and follows policies and processes as outlined to be able to provide education to members and providers ; performing a member advocacy and education role including but not limited to member rights
Participates in member retention efforts by providing benefit advice and clarification upon knowledge of member dissatisfaction and potential to voluntarily leave the plan, as applicable
Collaborates with appropriate team members to ensure health education/disease management information is provided as identified
Educate members on preventative screenings and other health care procedures such as vaccines and screenings according to established protocols
May attend in person care plan meetings with partners and providers and leads care plan review with partners and providers and care team
Demonstrates positive customer service actions and takes responsibility to ensure member and provider requests and needs are met
Ensures accurate membership reports based upon provider/facility, distributes reports ensuring accuracy of data, updates and maintains provider sheets as applicable
Generates requests and authorizations for Medicaid covered services per the member care plan ensuring all services requiring authorization have accurate and timely authorizations in place in the Fallon Health system with accuracy and timeliness per program process depending upon the member product and workflows (Depending upon the product)
Educates members and providers on authorization processes, educates about authorization review outcomes, works to resolve authorization related issues and concerns depending upon the member product and workflows
Follows through to ensure services/authorizations are in place as per the care plan, and if not, takes action for successful resolution
Facilitates member access to Program benefits, providing education about coverage criteria, explaining processes for member request determinations and helping members navigate the managed care system
Follows established transition of care workflow including but not limited to: communicating to all members of the Care Team when a care transition occurs and documents per workflow
Works collaboratively and ensures communication with members of the Care Team including but not limited to, medical providers, and member/PRAs to ensure member care plan supports their needs
Partners with the Long Term Care Team/Community Team when members are admitted to custodial care and/or discharged to the community to ensure admission and discharge planning needs for the member are met (If working on the NaviCare product line)
May partner closely with the Advanced Practitioner staff to ensure facility and member needs are being met
Performs tasks and actions to ensure all CMS/State/NCQA related regulatory mandates are met including but not limited to Care Needs Screenings, Welcome Calls, Care Plans, Health Risk Assessments, and member Service Plans according to Program Policy and Process (Depending upon member product)
Completes timely Care Needs Screening, Health Risk Assessments, Service Plans, and Care Plans in the TruCare system (care management platform) according to Regulatory Requirements and Program policies and processes