Description

PRIMARY PURPOSE:

To serve as the connecting link between patients enrolled in care coordination programs, the Quality Care Team, and supporting departments, using independent judgment and problem-solving to ensure patients receive timely access to services, community resources, and program support in alignment with agency standards and quality guidelines.

ESSENTIAL JOB FUNCTIONS:

• Greet and welcome patients and visitors at the Center. 
• Answer phone and direct calls or assist patients as appropriate. 
• Provide education and information needed to patients. 
• Assist patients in navigating services in the community.
• Provide community resources to patients as needed and required.
• Assist the patients in scheduling transportation services, food card pick-up, and other support services. 
• Manage health insurance enrollment for patients. 
• Work with the finance team for payment tracking. 
• Collaborate with health insurance plans to ensure optimal program and reimbursement solutions. 
• Manage premium assistance for all patients. 
• Assist Grants Manager with developing and implementing program strategies and goals. 
• Assist Grants Manager with monitoring program performance and identify areas for improvement. 
• Work with Grants Manager to evaluate program effectiveness and make necessary adjustments. 
• Ensure compliance with all relevant regulations and guidelines. 
• Collect and analyze program data to identify trends and insights. 
• Work with Grants Manager to prepare regular reports on program performance and outcomes. 
• Utilize data to inform decision-making and program improvement. 
• Enter data in the EHR and the Provide Enterprise systems based on the care coordination program guidelines and requirements. 
• Perform other duties, special projects, and tasks as assigned. 
• Adhere to HIPAA standards while collecting, storing, and sharing electronic personal health information.  

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Proficiency in use of the computer including documentation in EHR software.
• Strong organizational and interpersonal skills.
• Excellent customer service skills.
• Ability to manage multiple and simultaneous responsibilities and to prioritize as it relates to patient care and acuity.
• Ability to maintain confidentiality of all medical, financial, and legal information 
• Ability to complete work assignments accurately and in a timely manner
• Ability to review, understand, and apply concepts presented in training programs and/or professional literature.
• Ability to communicate effectively in the English language, orally, in writing and electronically.
• Ability to interact and work with diverse populations.
• Ability to handle difficult situations involving patients, providers or others professionally.

PHYSICAL REQUIREMENTS:

• Physically demanding, high-stress environment.
• Ability to endure intermittent or long periods of standing in performance of job duties.
• Full range of body motion.  Position requires reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing.
• Ability to lift & carry objects weighing up to 25lbs.
• Ability to travel to other FoundCare locations and perform job duties.
• Ability to travel to other locations to attend meetings, workshops, and seminars, plus travel to other FoundCare departments and FoundCare conference rooms.

PROFESSIONAL REQUIREMENTS:

• Maintain a professional appearance consistent with FoundCare’s dress code standards.
• Demonstrate reliability and punctuality in all scheduled duties and commitments. 
• Maintain patient confidentiality at all times. 
• Represent FoundCare in a positive and professional manner at all times.
• Comply with all organizational policies and standards of care.
• Participate in performance improvement and continuous quality improvement activities.
• Mandatory attendance at all staff training and in-services. 
• Complete all required competencies and maintain skill level. 

MINIMUM QUALIFICATIONS:

• High School Diploma plus experience in Social or Human Services. 
• 1-2 years minimum experience in a customer service role.
• This position is not eligible for visa sponsorship.

PREFERRED QUALIFICATIONS: 

• Knowledge of community resources.
• Experience in Electronic Health Record (EHR) and Provide Enterprise Systems.
• Bilingual (English and Haitian Creole)