Per Diem instED Mobile Health Coordinator

Commonwealth Care Alliance (CCA) is a nonprofit, mission-driven health plan and care delivery organization designed for individuals with the most significant needs. As an affiliate of Care Source, a nationally recognized nonprofit managed care organization with over 2 million members across multiple states, CCA serves individuals enrolled in Medicaid and Medicare in Massachusetts through the Senior Care Options and One Care programs and its care delivery enterprises.

CCA is dedicated to delivering comprehensive, integrated, and person-centered care, powered by its unique model of uncommon care, which yields improved quality outcomes and lower costs of care.

Job Summary:

inst

ED provides patient-centered, high-quality acute care in place to adults with complex medical needs. Reporting to the Manager, Network Delivery, the inst

ED Mobile Health Coordinator (MHC) is the first point of contact for patients who are seeking an inst

ED visit. The Mobile Health Coordinator warmly greets all callers and completes a thorough and accurate intake for callers requesting a referral for an inst

ED visit. The MHC assigns the visit to one of inst

ED's paramedic partners based on geography and availability and monitors the physician assignment algorithm. In addition, the MHC monitors visit progression to ensure timely service delivery. Finally, the MHC assists the nursing team with non-clinical administrative support and serves as the main point of contact for paramedic partner dispatchers, paramedics, and the inst

ED Virtual Medical Control (VMC) team for all non-clinical issues.

Essential Functions:

• Answer incoming phone calls in a timely manner using a cloud-based platform.
• Collect accurate patient information and document in the inst
  
  ED NOW platform and Athena medical record to process an inst
  
  ED referral.
• Collect, review, and accept written consent from patients, upload consents from paramedics.
• Verify patient eligibility using inst
  
  ED NOW, Athena, or external payor portals.
• Collect payment(s) from patients (e.g., copay, co-insurance).
• Assign visits to one of inst
  
  ED's ambulance partners based on geography and availability; collaborate with nursing staff to prioritize high acuity patients.
• Communicate with the dispatchers from the ambulance partners to facilitate throughput of inst
  
  ED visits; convey clinical concerns/questions to the nursing team.
• Maintain awareness of all ambulance partner vehicle's status and location.
• Call patients if mobile health providers are unable to reach patients with an updated ETA; escalate to the nursing team when patients cannot be reached via phone.
• Make recommendations to improve the inst
  
  ED NOW platform.
• Monitor that VMC providers are checked in and out of inst
  
  ED NOW in a timely manner and outreach to them if this does not occur.
• Monitor VMC auto-assignments and manually re-assign if needed when a VMC provider is nearing the end of shift and cannot complete a visit.
• Complete an end of shift report before logging off at the end of a shift.
• Ensure that mobile health providers have completed all documentation by the end of their shift and outreach to the paramedic partner when there is outstanding documentation.
• Perform any other job related duties as requested.

Education and Experience:

• High School or GED required
• Associates degree preferred
• Five (5) years professional work experience in a healthcare setting with at least one (1) year of remote work experience required
• Customer service experience via phone communications, preferably in a health care call center setting interacting with patients required
• Process improvement experience required
• Experience working closely with colleagues at all levels of a company including front-line staff to senior leaders required
• Medical assistant, or other related experience in an urgent care, emergency or home care setting preferred
• Administrative support to clinicians in healthcare setting preferred
• 911 Telecommunicator or Emergency Medical Dispatcher Certification preferred
• Mobile integrated health experience preferred

Competencies, Knowledge and

Skills:

• Ability to communicate effectively without judgment to a diverse patient population while demonstrating empathy
• Highly…