[Hiring] Care Coordinator @Rogers Behavioral Health

Role Description

The care coordinator serves as a patient advocate and point of contact when a recommendation for care is received. The care coordinator works closely with many other disciplines to ensure patients have the highest level of support and care from recommendation for services to treatment.

Job Duties and Responsibilities

• Support patient experience preadmission and throughout the continuum of care.
• Relay recommendations of programs/services to patients/families.
• Provide program information to patients/families.
• Coordinate admissions appointment and completion of paperwork.
• Assist with patient/family member/guardian inquiries/questions.
• Perform weekly check-in with patients waiting for treatment.
• Confirm insurance verification; collaborate with PFS.
• Ensure timely follow-up with patients/families.
• Maintain an open line of communication with patients and/or guardians.
• Facilitate internal transfers between sites.
• Receive internal referrals and send for review.
• Relay recommendations to the referring treatment team.
• Communicate all pertinent information and follow-up to ensure seamless internal transfer.
• Develop working relationships with interdisciplinary team members to ensure open line of communication regarding a patient’s care.
• Be available and punctual for all shifts, rotating on-call weekend and holiday coverage as scheduled.
• Apply good practice principles to job duties.
• Use good communication skills and tact to deal effectively with third-party carrier representatives, all staff members, and external customers.
• Demonstrate excellent customer service by providing a friendly tone and empathic statements whenever appropriate.
• Follow scripting when it is provided.
• Use common sense in situations and respond appropriately in all communication modes (body language, verbal) to each patient/guardian.
• Maintain a calm attitude and create a conducive atmosphere in difficult situations.
• Work cooperatively and supportively with all staff.
• Remain courteous and respectful to others during work interactions.
• Complete assignments and documentation on time.
• Meet or exceed performance metrics.
• Complete other duties as assigned.
• Promote a team atmosphere by treating individuals with respect and honesty.
• Be open to change and actively support change.
• Be open to others’ ideas and points of view.
• Evaluate employees objectively and provide periodic feedback.
• Promote department goals as well as the mission of Rogers.
• Communicate goals to fellow staff members.
• Maintain department policies and procedures.
• Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin).
• Demonstrate acceptance and training of student interns in the department, as directed.
• Conduct self in a professional manner.
• Demonstrate organizational skills that promote timely response to all inquiries and task completion.
• Communicate with all individuals in a positive and professional manner.
• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
• Communicate concerns and provide solutions for same.
• Project a professional image by wearing appropriate, professional attire.
• Ability to influence departments within Rogers and provide technical guidance.

Qualifications

• Bachelor’s degree preferred; High School diploma required.
• Two (2) years of customer service and relevant experience required, preferably in a healthcare setting.
• Experience with computers and demonstrated proficiency with software platforms and EMRs.
• Knowledge of medical/psychiatric/chemical dependency diagnosis, treatment process, managed care, Joint Commission, preferred.
• Oconomowoc Only: Valid driver license preferred and must be granted insurable status by the Rogers insurance policy.
• Basic Life Support BLS - NSE, Nonviolent Crisis Intervention NCI - NSE.

Benefits

• Health, dental, and vision insurance coverage for you and your family.
• 401(k) retirement plan.
• Employee share program.
• Life/disability insurance.
• Flex spending accounts.
• Tuition reimbursement.
• Health and wellness program.
• Employee assistance program (EAP).