At Houston Methodist, the Senior Care Coordinator position is responsible for providing technical, clerical assistance and data management support to the care management department staff to facilitate efficient utilization of resources and discharge planning including referrals management, communication and collaboration with post-acute care providers, access to agencies and other community resources and transportation. The Senior Care Navigator Coordinator position performs administrative clerical duties including but not limited to coordinating needed physician referrals and appointments, conditions and assisting with population health initiatives, demonstrating independent actions necessary to provide competent and professional assistance to meet the needs of interprofessional health care team and patients. This position coordinates, oversees, records and transmits information pertinent to the resource management of patients to next level of care providers and performs a wide variety of administrative duties of a higher complexity in support of Care Management operations. The Senior Care Navigator Coordinator position develops and provides training to Care Navigator Coordinators around daily process like documentation, quality metrics, referrals and patient communication. This position requires a highly motivated self-starter who possesses the ability to communicate effectively and build relationships quickly.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer 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

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

PEOPLE ESSENTIAL FUNCTIONS

• Communicates in an active, positive and effective manner to all interprofessional health care team members and reports pertinent patient care and family data in a comprehensive and unbiased manner, listens and responds to the ideas of others.

• Works collaboratively and maintains active communication with Care Navigators, physicians, nurses, office staff and other members of the multidisciplinary care team to resolve problems that are identified during follow-up phone calls.

• Troubleshoots and directs calls and requests to appropriate individuals from patients, employees and clients while evaluating, documenting and managing their needs. Proactively acts as a patient advocate, responding to and working to resolve patient concerns.

• Designs, develops and implements training programs for new and existing employees to enhance the competency, performance and professional development. Role models accountability for improvement of department score for employee engagement.

SERVICE ESSENTIAL FUNCTIONS

• Assists and coordinates various functionality and utilization of patient, employee and client database including data entry, assuring database is kept up-to-date. Proactively contacts patients, employees and clients to arrange follow-up on process or outcome goals that are determined or required.

• Coordinates referrals and services, as ordered by Care Managers and providers, following department standards, for patients with community resources, communicating effectively with community agencies and service providers to facilitate care coordination and information sharing. Coordinates and arranges appointments for providers and patients for patient meetings, procedures and appointments and sends correspondence as designated.

• Assists with clinical functions for patients, employees and clients requiring transitions in care form hospital to home as well as coordinates needed physician referrals and appointments, management of chronic disease conditions and assists with population health initiatives.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Documents activities as required by program type, statistical forms and procedures and maintains complete patient records while keeping complete patient confidentiality. Responsible for proficiently, accurately and timely entering of data in the medical record systems. Submits data, reports and spreadsheets to Quality programs, meeting deadlines, as required by initiatives.

• Conducts pre-visit chart review to identify all needed preventive health maintenance, immunizations, and chronic disease interventions. Communicates needed interventions to providers or ordered by protocol.

• Assesses the status of patients discharged to self-care through telephonic contact 24-72 hours after hospital discharge. Collaborates and coordinates with the patient and family to ensure all ordered services and treatments are in place and that appropriate medical follow-up has been scheduled.

• Participates in quality improvement initiatives and collects data for use in departmental performance improvement as directed. Maintains timelines for follow up and prioritization of department projects and tasks.

FINANCE ESSENTIAL FUNCTIONS

• Organizes and performs tasks to ensure that patient information and reports are processed efficiently and accurately, medical records are maintained and reports are completed and distributed in a timely manner. Coordinates department technology and communication systems.

• Self-motivated to independently manage time effectively and prioritize daily tasks. Provides input into the department resource utilization including capital and operational budget needs as appropriate.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Monitors processes and work flow across the department and recommends changes for improving efficiency and quality. Leads department projects, programs and shared governance activities. Actively participates in and/or leads HM-related and approved hospital/community teaching opportunities, community services and/or functions.

• Identifies evidence-based practice/performance improvement projects based on research and observations by offering solutions. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• Associate's degree or additional two years of experience (in addition to the minimum experience requirements listed below) in lieu of degree

• High School diploma/GED required

WORK EXPERIENCE

• Five years of experience in a related role within healthcare which could include physician's office, acute care, long term care, home health and/or case management

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Strong customer service, phone and scheduling skills

• Able to work in a fast paced environment committed to providing immediate resolution to patient problems

• Proficient computer skills including Microsoft products, data entry, retrieval and report generation

• Ability to work independently while collaborating with other team members and exercise sound judgment in interactions with physicians, payors, and patients and their families

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional No
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers.  HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area.  HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities.  Overall, HM employs over 25,000 employees.   Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

 

In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.