Care Support Coordinator

Position Summary

The Care Support Coordinator plays a key role in supporting KCHC's integrated Care Management model by engaging patients, addressing barriers to care, and coordinating services across clinical, behavioral health, and community-based teams. This position ensures patients receive timely referrals, education, and follow-up to improve health outcomes and promote continuity of care. The Care Support Coordinator works closely with multidisciplinary team members to streamline communication, schedule appointments, connect patients with appropriate resources, and maintain accurate documentation in care management systems. This role requires strong organization, clear communication, and a commitment to service excellence within a fast-paced community health environment.

Qualifications

Education:

• High School Diploma or equivalency.
• Associate degree in Human Services or Health Sciences preferred.

Certifications & Licenses:

• NA

Experience:

• Minimum (3) years of experience in ambulatory/care management or acute care setting, home health, or public health.

Skills:

• Strong organizational skills.
• Knowledge of EHR and health management systems.
• Proficient in Microsoft Office Suite and cloud-based collaboration tools.

Essential Duties and Responsibilities

• Engages with patients to identify and address barriers that impede health outcomes.
• Implements and support Care Management interventions per the patient's care plan or assessed community needs.
• Processes referrals from members of the multidisciplinary team (social work, behavioral health, community resource coordinators, pharmacy, pharmacy technician, care managers) appropriately, accurately and timely according to established workflows.
• Coordinates home visits with Outreach and/or practice encounters with patients via phone or correspondence based on referrals.
• Documents all interactions with patients/others appropriately in the care management software.
• Schedules/verifies appropriate medical appointments for patients as needed.
• Coordinates referrals to outside agencies as directed by interdisciplinary team in a timely fashion.
• Provides education to patient/family within scope of practice.
• Serves as liaison among the patient/family, community services, primary providers, specialists, and other care team members to coordinate services.
• Provides educational information to care team, patient, family and care givers, about community-based organizations (existing and new) within service area.
• Maintains appropriate documentation in the Care Management documentation platform, in accordance with organizational policies and procedures for KCHC and CMHN.
• Participates in Quality Improvement initiatives to improve efficiency and effectiveness of patient health outcomes.
• Adheres to KCHC and NCCHCA privacy and security policies.
• Abides by Health Center guidelines, policies and procedures, and HIPAA regulations
• Attends departmental meetings, local and regional trainings, or other events as required.
• Maintains a professional appearance, demeanor, and dedication to service.
• Adheres to all federal regulations regarding HIPAA as well as KCHC employee policies.
• Completes all other duties as assigned.
• Performs other duties as assigned.

Work Environment

• Must be able and comfortable working in a variety of settings including, but not limited to clinical environments and office spaces.
• Must be able to work nights and weekends as departmental needs arise.

Travel Requirements

• None

Core Competencies

• Communication: Demonstrates strong verbal, written, and digital communication skills; able to clearly explain complex information.
• Judgment & Decision-Making: Provides thoughtful input into operational and program decisions.
• Accountability & Self-Management: Works independently and efficiently, managing multiple responsibilities with minimal supervision.
• Teamwork & Collaboration: Builds effective working relationships across teams, departments, and the community.
• Problem-Solving & Initiative: Applies critical thinking and initiative to resolve issues and improve service delivery.

Knowledge, Skills, and Abilities

• Delivers high-quality customer service with professionalism and cultural sensitivity.
• Actively listens and communicates clearly across diverse populations.
• Maintains confidentiality and handles sensitive information with discretion.
• Applies knowledge of clinical and administrative standards and institutional policies.
• Manages time effectively, prioritizing tasks and meeting deadlines.
• Demonstrates community awareness and understanding of the population served.
• Projects a professional image and provides leadership when delegating or guiding team efforts.

Physical Demands

• Occasionally required to sit, walk, reach, and handle materials.
• May be required to lift or move items up to 25-50 pounds.
• Frequent phone-based communication, requiring prolonged periods of speaking, active listening, and headset use throughout the workday.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Supervisory Responsibilities

• NA

Compliance Responsibilities

As part of Kinston Community Health Center's commitment to ethical practices and regulatory compliance, all employees are expected to:

• Act in accordance with the KCHC Employee Handbook, policies and procedures, and all applicable federal and state laws.
• Promptly report any known or suspected violations of compliance/safety standards.

These responsibilities are essential to maintaining a culture of integrity and accountability across the organization.