Lead Social Services Care Coordinator - Phoenix Children\u0027s Care Network

Position Details

Department: PCCN | Value Based Network Ops

Location: Telecommuting

Shift: Mon-Fri, Days, 8am-5pm

Category: PCCN

Posting #: 1048884

Employee Type: Full-Time

Position Summary

Care coordination is the deliberate organization of patient care activities to facilitate the appropriate delivery of health care services. The lead position excels in promptly recognizing deficiencies in care across the spectrum of mental health, community resources, social determinants of health, and school systems. Subsequently, they offer education, assistance, and direction to all involved parties to address these gaps in care. The lead role establishes strong patient and family engagement within specific populations by employing effective outreach strategies. . They serve as a strong patient advocate, to include resolving patient and family concerns, complaints, or disputes. This position takes lead on identified cases that are complex, specialized, or high-risk. The lead works closely with internal leadership on program initiatives, quality measures, and other programmatic decisions. This role frequently partners with external providers, community agencies, state programs, and community resources to build positive, symbiotic relationships. The lead acts as a clinical resource for the Integrated Care Coordination (ICC) team and completes quality audits for the social service team. This role manages role specific job aids and participates in annual reviews for the social service team. This role represents ICC at JOC's, network, and quality meetings, and stays abreast of the latest developments in pediatric care management

Position Duties

• Care Management Activities

a) Achieves a consistent and high level of successful patient/family engagement.

b) Has the ability to quickly identify family's needs related to social services.

c) Is a strong patient advocate and has the ability to resolve or escalate patient/family concerns appropriately.

d) Takes lead on identified high risk, complex, or sensitive cases.

e) Identify and creatively problem-solves barriers that impede timely and effective access to services.

f) Completes discharge follow-up from behavioral health ED/Hospitals for high-risk patients, ensuring all needs are met once back in the community.

g) Facilitates referrals, orders, and scheduling based on needs.

h) Completes prompt and effective follow-up to all stakeholders.

i) Provide families with appropriate guidance, education, and resources. This may include, but is not limited to, community resources/programs, parent/patient education, condition education, supports, safety, coping skills, developmental milestones, school resources.

j) Demonstrates regular unprompted initiative to improve quality of care

k) Understands key contract measures and how ICC plays a role in success

l) Stay abreast of latest developments in pediatric care mgmt., incorporating strategies into practices and sharing with the team and leadership

• Collaboration

a) Proactively facilitate and participate in complex interdisciplinary teams such as in IEP, 504, and CFT meetings

b) Provide professional and effective collaboration with outpatient providers, hospital staff, PCCN physicians/providers, payers, referral coordinators, community services, and other key stakeholders.

c) Act as a key liaison to manager

d) Effectively and efficiently coordinate internally with the SSCC's, RN's, CC's

e) Serves as SME/Role Model to Social Service and ICC teams; directing patient care coordination as needed

f) Provides leadership to the Social Service team; including guidance, coaching, and mentorship

g) Participates in organizational and departmental operational initiatives to improve care delivery methods.

h) Organizes and facilitate team training, workshops, guest speakers. Participate in developing new hire training

i) Participate with leadership in performance evaluations of social service staff

j) Successfully coordinates and regularly meets with other Leads

• Administrative

a) Able to multi-task using multiple monitors and applications such as, email, IM, text, Vocera, PCC, etc.

b) Regularly facilitates, schedules, and attends meetings with other Social service staff, and manager.

c) Complete Quality assurance audits for Social Service team, providing education and feedback

d) Actively contributes to accreditation process and/or other regulatory responsibilities

e) Meticulously maintain/Create Job Aids, manuals, reference materials to support the team

f) Represents ICC program at JOC's, Network presentations, and other stakeholder meetings

g) Utilizes data analysis to generate insight into performance, outcomes, and resource utilization

• Education

a) Maintains professional competency by regularly participating in a variety of educational programs and in-services. (CEU`s)

b) Reviews relevant professional publications, participates in community-based committees related to service line responsibilities, and/or participates in professional societies to ensure ongoing awareness of current methodologies, practices and philosophies as applied to the pediatric patient population.

c) Remains current with available community programs and networks, sharing pertinent information with the team.

• Customer Service

a) Provides excellent customer service in interactions with all customers, i.e., coworkers, patients, families, health plans, physicians, etc.

b) Provides clear and effective written and verbal communication

c) Responds to email, text, and voicemail within 24 hours or one business day

d) Demonstrates an appropriate sense of urgency when working to identify and meet the needs of patients and families

• Performs miscellaneous job related duties as requested.