CARE COORDINATOR

SIHB Core Competencies

Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop. These competencies define common measures for performance that are applied to every role in the organization.

• Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine. It is our responsibility to maintain cultural integrity in all that we do.
• Accountability: All employees of SIHB effectively manage their own work and the work of their teams. We take ownership of our actions and decisions. We all strive to deliver the highest quality work and care, while respecting our teammates and relatives.
• Collaboration: SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.
• Communication: We practice effective and clear communication with staff, relatives, teams and community. We demonstrate empathy among each other and with those we serve, and transparency in our decision making.
• Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our relatives first by delivering the highest quality, professional, responsive, and innovative care. Our relatives come first and deserve the best.

Position Summary: The Care Coordinator/Clinical Case Manager (CC) role is a core member of the Care Team and focuses on coordinating all aspects of health and human services related to relative (patient) care. This position will serve as the point of contact for their assigned care team and for the panel of relatives served by the team. The CC will assist with our relative's (patient's) needs including, but not limited to, internal/external linkages to care, scheduling, document support, system navigation, referral tracking/follow-up and communications.

Organizational Structure/Reporting Relationships: This position reports directly to the Director of Operations and is a member of the Operations team. This position has no direct reports.

Organizational Responsibilities

• Hold Indigenous values and practices with respect and integrity
• Hold yourself accountable to the highest standard by being resourceful, innovative, creative and solutions-oriented
• Actively participate in organizational activities with the understanding that success is achieved through teamwork.
• Recognize that communication is central to the organization's success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others' best intentions in mind.
• At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best. Serve the needs of our Relatives first by delivering the highest quality, professional, responsive and innovative care.

Job Responsibilities:

• Consistently model SIHB's philosophy of an Indigenous Knowledge Informed System of Care.
• Serve as the point of contact for the Relative's (patient's) care team for internal and external resources.
• Consistently, professionally and efficiently communicate with nurses, doctors and assistants to facilitate clinically-informed support in pursuit of serving each Relative's health care needs.
• Maintain familiarization with the health and social issues facing American Indians/Alaska Natives, and using this knowledge to promote the delivery of appropriate health services.
• Monitor and follow-up on voicemails left either via the nursing call line or direct extension associated with the care team's Care Coordinator call line.
• Process Referrals and pre-authorizations, while reviewing for content and completeness. Request medical records from referring physicians and outside institutions, as needed.
• Assist in Relatives' scheduling needs, such as scheduling follow-up clinical and/or non-clinical visits, verifying Relative's insurance, and answering/finding an answer to questions related to scheduling needs
• Actively participate in internal quality-improvement teams and work with team members proactively to drive quality-improvement initiatives in accordance with the mission and strategic goals of the organization, federal/state/local laws and regulations, and accreditation standards.
• Ensure services are compliant with professional standards, state and federal regulatory requirements.
• Assist in identifying high-risk patients and flag appropriately in the Electronic Health Records (EHR) system.
• Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.
• Other job-related duties as assigned

Background Qualifications

Required:

• Bachelor's degree required or equivalent experience; Masters preferred.
• Must have at least 3 years of clinical work with patient care, case management.
• Experience with Allscripts electronic health record and practice management or other scheduling and registration software required.
• Bachelor's degree or equivalent experience.
• 1+ year(s) of clinical work with patient care/case management.
• 1+ year(s) of customer service experience.
• Experience with Allscripts electronic health record and/or Epic electronic health record and practice management, or other scheduling and registration software.
• Strong physical assessment skills.
• Strong organizational, time management and interpersonal skills.
• Strong ability to consistently identify, address and monitor problems, while offering/implementing solutions within acceptable interpretation of departmental policies and procedures.
• Ability to multi-task comfortably while working with a high degree of professionalism.
• Exceptional interpersonal skills with the ability to develop relationships with Relatives and provide them with a positive experience.
• Proficiency in Microsoft Suite programs.
• Ability to demonstrate strong written, verbal and interpersonal communication skills with varying levels of internal and external agencies and medical professionals.
• Ability to work independently in a fast-paced, patient-focused environment with a professional demeanor. Functions well in stressful situations and prioritizes well with minimal direction.
• Adaptable to implemented changes and able to follow processes and procedures.

Preferred:

• Medical Assistant Certification (MA) or 3 years relevant experience
• Masters Degree
• Certified Nurse's Assistant Certification (CAN)
• Case Management (CCMC)

Work Environment

Normal office environment. Most work involves sitting, standing, working at a computer, processing paperwork, scheduling appointments via phone and fax machine. Consistent interpersonal engagement with relatives (patients) and staff. Office hours are 8-5, Monday through Friday with occasional extra hours for event.