Medical Services Coordination Specialist I

Job Description:

Summary:

This position supports the workflow of the Medical Services division. The Medical Services Coordination Specialist provides support for any of the programs of Behavioral Health, Quality Management, or Member Care Management. This position is responsible for adhering to certain regulatory requirements as well helping to support and connect members to appropriate internal Health Plan resources, Clinical Case Management team and external community support systems.

Essential Accountabilities:

Level I

• Review and prep clinical case for clinical staff.
• Assesses member’s needs by applying Health Plan approved case management guidelines and assessment tools. Makes appropriate referrals to clinical programs.
• Collaborates with the clinical care team to support enrollees. Works with enrollee/caregiver/legal guardian to identify and achieve shared treatment goals.
• Manages a caseload productively and keeps appropriate documentation according to health plan standards.
• Provides advocacy for members and their support systems, encourages self-sufficiency by addressing social determinants of health, providing effective coaching, and placing referral to case and disease management as needed.
• Links enrollees with resources and empowers them to use them to their advantage. Ensure that referrals result in timely appointments.
• Monitor member engagement and follow up on outstanding actions to ensure closure of care gaps and completion of required assessments.
• Engage members via multiple communication channels (phone, messaging, digital tools) to support improved health outcomes.
• Explores multiple sources of information to identify members who have a gap in care, aligning with HEDIS quality measures and Value Based Payment Programs.
• Communicates effectively to provide outreach and education for members on health care quality metrics, assesses barriers to care, and intervenes as appropriate to assure access or facilitate referrals to other services for the purpose of improving healthcare (i.e. access to care, preventive health, chronic diseases, and health equity).
• Coordinates enrollees’ access to transportation, pharmacy, grocery store, food pantry and other community resources, as needed, to meet care plan goals.
• Prepares and assists in handling member and provider correspondence related to disease conditions and/or care management program services. Assures accuracy and timeliness of processing.
• Manages relevant BH/MCM/Quality voice and email inboxes and/or Stored Information retrieval (SIR) queues throughout day for messages, potential care management referrals, and relevant clinical documentation
• Adheres to unit Service Level Agreements (SLA), internal and external regulatory commitments, and regulatory timeframes to meet expectation of state partners.
• Ensures end-to-end process for care management referrals is accurate and complete by collaborating with other internal departments.
• Non-care manager support staff duties may include requesting medical records, mailing of educational materials, answering and responding to telephone calls, e-mails, etc. as long as they are non-clinical in nature.
• Performs intake assessment and triages functions for each call to appropriate MCM/Quality service area. Provides preliminary support to multiple levels of providers (and others as needed), including but not limited to physicians, skilled nursing facilities, mid-level providers and members
• Communicates to the members and service providers according to regulatory agency requirements and/or organizational guidelines.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct and Lifetime Way Values and Beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Level II (in addition to Level I Accountabilities)

• Prioritizes work and provides instruction, advice and guidance to more junior staff as it relates to the assigned unit’s processes, procedures, and business systems
• Support training and onboarding of new staff.
• Mentors newer staff and troubleshoots unit-related questions.
• Serves as an intermediary between staff and management to alert leadership of potential barriers or challenges.
• Reviews and brings forward recommendations to ensure desk level procedures and process workflows remain current and relevant
• Produces care management statistics on a daily and as needed basis for department related metrics: