Case Management Coordinator | Case Managment Social Services

Overview

At Houston Methodist, the Case Management (CM) Coordinator position is a proficient CM representative that provides technical, clerical and data management support to the case management and social work department staff to facilitate efficient utilization of resources and discharge planning. This position performs the duties and responsibilities of a CM Representative, in addition to a wide variety of duties of a higher complexity in support of Case Management operations including referrals management, collaboration with post-acute care providers, access to agencies and other community resources and transportation. In addition, the CM Coordinator position anticipates independent actions necessary to provide competent and professional assistance to meet the needs of social workers/case managers and patients. This position also coordinates, oversees, records and transmits information pertinent to the resource management of patients to next level of care providers. The CM Coordinator position serves as the mentor/preceptor to other CM representatives, resulting in the delivery of exceptional patient care and adherence to standards of practice for optimal patient safety, quality outcomes, and customer service.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Role models as a preceptor and implements staff education specific to patient populations and unit processes; coaches and mentors other staff. Functions a resource for case management and social work resources and needs for the department and the hospital. Exemplifies/leads teamwork by responding positively to requests for assistance. Fosters staff engagement by demonstrating active listening, requesting and acknowledging feedback, making equitable decisions, providing rationale when appropriate, and supporting organizational.

• Arranges, expedites and completes acquisition of post-acute care needs or secures insurance authorization, as directed, confirming with social workers and case managers, and ancillary departments, based on physician orders, payor/reimbursement practices and regulations that may impact the patient's plan of care.

• Facilitates designing and redesigning of CM representative processes and workflow. Actively participates in making recommendations for improving working relationships in the department, hospital, vendors, and post-acute providers. Leads contributions with leadership to identify workflow opportunities, assisting with recruitment and retention efforts, including to improve employee engagement department scores for CM representatives through peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Provides necessary transfer/admission documentation. Reviews for accuracy and completion. Supports clerical and clinical functions for patients, physicians and staff. Provides administrative assistance, as needed, including scheduling follow-up appointments or providing clinical updates to payors, as needed Initiates efficiency initiatives for durable medical delivery process.

• Provides front-line problem resolution to straightforward que