Home Visiting Program Coordinator

Established in 1980, the Greater Lawrence Family Health Center, Inc. (GLFHC) is a multi-site, mission-driven, non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to a culturally diverse population throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites in Lawrence, Methuen, and Haverhill and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is currently seeking a Home Visiting Program Coordinator to join our team. The Home Visiting Program Coordinator (Coordinator) plays a key role in day-to-day operations of the program, serving as the primary point of contact for patients, families and caregivers, as well as providing clinical and administrative support to the Clinician team in the field who are conducting home visits with patients. The Coordinator becomes the patient’s go-to resource for any and all questions, facilitates the flow of paperwork, responds to and routes incoming calls, conducts basic triage for new issues, and coordinates with team members as needed to ensure patient and/or care team needs are met.  In addition to supporting the needs of the clinical team, the Coordinator helps patients navigate the health care continuum by coordinating care across settings and services as well as serves as a liaison to the integrated care team in order to keep team members informed of patient progress and needs.  This role is a hybrid role, in which most responsibilities are performed remotely, however, site attendance at meetings or patient contact when necessary is expected as deemed appropriate.

• Answer incoming calls and greet people warmly; conducts initial triage and routes to other team members as appropriate and based on protocol.
• Work directly with providers to schedule in-home visits
• Create medical record for newly referred or enrolled patients and populate with appropriate demographic and insurance information and verifies insurance
• If appropriate, mails out packet of consent and release forms to be signed prior to first visit; coordinates with clinician, if patient prefers to do so with provider in first
• Contact patients or their designated point of contact to schedule home visits according to clinician’s needs and patient preferences
• Conducts reminder calls as needed
• Process requests for medication refills, updating the medical record and assigning the request to the appropriate team member and follow ups to ensure completion
• Facilitate all requests for documentation completion and signatures, update the medical record, assign to the appropriate team member , including completing follow-up
• Supports transition of care by monitoring alerts for alerts to hospitalizations, ER visits, discharges to SNFs or
• Tracks and documents care transition of care follow-up, including clinician follow-up post discharge.
• In collaboration either the DME coordinator, facilitates and processes orders for both soft and hard durable medical equipment; coordinate with vendors, process letters of medical necessity or pre-authorization paperwork in collaboration with
• Monitor the fax line to route all incoming faxes to the appropriate person who needs to take action, document in the medical record accordingly; send out all outgoing faxes and document medical record as appropriate.
• Submit PT-1 requests and work with patient or their care team to obtain info needed to populate and submit for approval.
• Assist providers with other care coordination duties, such as coordinating with specialist offices, community partners providing critical services, or family members and home health services.

Qualifications:

• High School diploma, or GED equivalent, required; Associate’s degree or certificate program completion preferred.
• 2-4 years of experience providing administrative and clinical support as well as customer service in a clinical practice or other healthcare.
• Experienced in care coordination function and transition of care management.
• Works independently in a timely and efficient manner.
• Excellent organizational skills and attention to detail.
• Comfortable with juggling multiple time-sensitive demands on a daily basis.
• Proficient use of EMR system, Microsoft Office products, Excel, etc.
• Collaborates well with colleagues in a team setting.
• Communicates effectively with patients from diverse backgrounds and with complex needs/ 
• Exhibits patience and able to maintain calm demeanor with patients or care team members who are upset, frustrated, anxious, or demanding.
• Makes people feel at ease and develops trust and a sense of safety quickly with people who are vulnerable and have been
• Exudes a highly attuned sense of patience, compassion and empathy. 
• Experience in medical billing preferred. 
• Demonstrates commitment to healthcare justice for those who have limited access to care.
• Fluency in Spanish is preferred. 

GLFHC offers a great working environment, comprehensive benefit package, growth opportunities and tuition reimbursement.