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023540 Clin Alli-Palliative Care

Position Summary:

Commonwealth Care Alliance’s (CCA) Community Intensive Care (CIC) programing is responsible for providing care delivery and care management to a specific panel of high risk and complex people.  This panel of CCA’s patients incorporates the care of individuals with significant medical, behavioral, and social complexities that require intensive care management and care delivery.

Withing in the CIC programming, the Scheduling Coordinator serves as an integral support for a team of clinical staff providing community care, In this role, the Scheduling Coordinator would support the community teams by providing telephonic outreach to CIC patients with the goal of scheduling an appointment for initial and follow-up visits. The Scheduling Coordinator also provides operational and administrative support for the teams to ensure clinicians meet with members in the most efficient way possible.

As part of the CIC team, the Scheduling Coordinator would assist in scheduling in-person or virtual comprehensive assessments for the CIC clinicians.

Individuals in this role must be exceptional in their ability to connect and engage with members and patients telephonically and effectively schedule CIC clinicians geographically to minimize travel.

Supervision Exercised:

• No, this position does not have direct reports.

The primary function of the CIC Scheduling Coordinator is to partner with community teams who care for patients service through the CIC program lines. In addition to regular interaction with the clinical team, this role requires regular interface with the patients, over the phone and/or using telehealth modalities.

Essential Duties Include – supporting the delivery of best-in-class patient care; clear, concise, and effective communication and documentation; and interdisciplinary collaboration with a variety of stakeholders internally and externally.

Patient Care Support:

• Scheduling:

o Handles incoming and outgoing calls in a courteous manner.

o Places and/or receives a prescribed number of calls per day to make or confirm home or virtual visits for the Palliative Care Team.

o Meets successful appointment expectations in addition to call volume expectations.

o Effectively communicates the value of CIC programs to the member/patient/health care agent.

o Accurately documents call attempts and scheduling information

o Understands and can effectively communicate the need for annual or bi-annual comprehensive assessments to the member.

o Becomes familiar with Massachusetts town geography to create daily schedules for CIC program community team members that minimize travel time.

o Assists the CIC leadership with outreach to members in attempt to successfully schedule an annual or bi-annual comprehensive assessment.

• Communications:

o Communicates with CIC team members regarding schedule, cancellations and important information regarding special conditions or directions needed to meet members.

o Meets with Admissions Coordinator on a set schedule for updates on status of attempts/ successful outreach.

• Documentation and Accountability

o Documents attempts to schedule annual or bi-annual comprehensive assessments accurately per template and communicates special circumstances to the community team member and/or supervisor.

o Scanning documents into medical records and updating member information in databases.

o Navigate between multiple systems while scheduling appointments for clinicians.

o Maintains member confidentiality at all times.

• Other related duties may be assigned.

Standard office conditions.

• The CIC Scheduling Coordinator is a hybrid remote role (75-80% work from home office) in an exciting and innovative department.

• The CIC Scheduling Coordinator may occasionally be asked to travel to other sites across the state for meetings and/or trainings

• COVID-19 vaccination is required

• Compliance with all Community Clinician Occupational Health Requirements

Position reports to the Boston office.

Other:

• Standard Office Equipment

• Physical requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear

• The employee is occasionally required to walk; sit; and stoop, kneel, crouch, or crawl

• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move more than 100 pounds

Required Education (must have):

• Associate’s Degree or equivalent experience

Desired Education (nice to have):

• Bachelor’s Degree

Required Experience (must have):

• 2+ years work experience; experience in a health care environment preferred

• 1+ year customer service work experience required, preferably in a contact/call center environment; retail/sales experience acceptable

Desired Experience (nice to have):

• 3+ years’ experience in healthcare setting

• Experience with Electronic Medical Records (eCW)

Required Knowledge, Skills & Abilities (must have):

• Strong communication, interpersonal and team skills

• Ability to exercise judgment in dealing with sensitive, confidential information

• Ability to learn new information and processes rapidly

• High level of comfort working with an ethnically diverse group of people with disabilities

• Detail-oriented with the ability to enter information accurately into electronic systems

• Ability to handle a high volume of calls and switch between multiple tasks and systems

• Proficiency in Microsoft Office Suite

• Willing to learn and utilize telehealth technologies (video, chat, etc.) to support CCA members and enable successful telehealth appointments, when appropriate

Required Language (must have):

• English

Desired Knowledge, Skills, Abilities & Language (nice to have):

• Knowledge of medical terminology

• Bilingual or Multi-lingual

Spanish highly preferred

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Please note employment with CCA is contingent upon acceptable professional references, a background check (including Mass CORI, employment, education, criminal check, and driving record, (if applicable)), an OIG Report and verification of a valid MA/RN license (if applicable). Commonwealth Care Alliance is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws.