Quality Coordinator

Description

RESPONSIBILITY 1.  Patient Care

1. Work in collaboration with multidisciplinary provider team to provide innovative and evidence-based care.
2. Assist in the case management of chronic care patients as requested by the Program Manager, COO, or team MD.
3. Carefully care-manage aspects of the patient’s care:  referrals to specialists, hospitalizations, ancillary testing, and other enabling services.
4. Responsible for answering patient calls promptly, including telephone advice per protocol, handle urgent calls and emergent calls, escalating to RN or MD when needed. 
5. Assist with triage of urgent matters that occur over the phone and when patient’s walk-in, escalating to RN or MD when needed.
6. Documents all interactions with patient on the EHR.
7. Report on self-management tasks and abnormal findings relayed to them by the patient to the appropriate physician team.
8. Educates patients about in self-management tasks they can undertake to gain greater control of their health status, as directed by Program Manager or MD.
9. Delivers patient self-management educational resources used by the practice providers.
10. Participates in the process of incorporating evidenced based diagnosis and treatment guidelines into the care processes in the practice.

RESPONSIBILITY 2. Case Management

1. Anticipate the needs of the patient panel, seeing that necessary documentation is completed or requested before patient visit.
2. Responsible for working with patient and patient’s care team to implement an individualized treatment care plan - including follow-up, labs, and care coordination. 
3. Use of technology to assist with all aspects of care:  electronic medical record documentation, disease registry, documentation prompts, standing order protocols.
4. Consistently follows all standing orders and uses triage and advice protocols as a guide in assisting patients.
5. Participates in the process of determining the needs of various sets of individuals and creating opportunities for those individuals to achieve optimal health (chronic disease management, wellness promotion, disease prevention, practice population management program) using EHR and registry reporting to determine which patients are overdue for care, services, testing, and/or screening as required by the COO, Program Manager, or team MD;
6. Participates in the preventive care reminder program for the practice’s patients, ensuring that patients receive reminders of the need for preventive or disease management screening and testing, including point of care reminders, as required by the COO, Program Manager, or team MD;
7. Collaborates with the patient, physician, and other care team members in assessing the patient’s progress toward individual health care goals.
8. Provides input to Program Manager & Physician when they sense potential barriers when patient has not met treatment goals, is not following treatment plan of care, or has not kept important appointments.
9. Assists the physician care teams in ensuring a smooth transition of care for patients treated in a facility (inpatient or emergency department), by a specialty physicians (partialists), or by another health care provider.
10. Contacts patient between visits via telephone, email, other to check on self-monitoring, provide encouragement and support, and assess patient progress toward health status goals, as directed by the Physician
11. Assists patient care teams with pre-visit preparation (obtaining medical records, hospital discharge summaries, advising patients to bring meds with them).
12. Orders and arranges for testing and treatment for patients as provided in the Delegation of Clinical Responsibilities Policy (Standing Orders).
13. In addition, these members will do the bulk of the appointment scheduling per protocols, co-pay collection and recording, referral and testing prior authorization processing. They will responsible for managing patient appointments: preparing for patient arrivals, and patient departures.

RESPONSIBILITY 3. Administrative Tasks

1. Aids in developing a community resource list of services available to patients and maintains collegial relationships with community resource agencies used most frequently.
2. Refers patients to other entities for education and support (Certified Diabetic Educator, Traumatic Brain Injury Support Group, etc.) as directed by Program Manager or MD
3. Assist patient with procurement of medical supplies needed to care for themselves when necessary.
4. Some members of this group will have additional duties such as: medical records processing per established protocol, assisting MDs with FMLA, Disability Forms, and Prescription Prior Authorizations as directed. And as with all staff, will be responsible for recording, signing out and rotating prescription samples.

RESPONSIBILITY 4. Other LLCHC responsibilities

1. Participates in continuing education and professional growth.
2. Attends staff meetings.
3. Maintains knowledge of, and complies with, personnel, nursing, medical, and clerical policies and procedures.
4. Assists other team members.
5. Adheres to the standards and policies of the Organizational Privacy/Security and Compliance Programs, including the duty to comply with applicable laws and regulations (HIPAA, OSHA, OIG, guidelines, and other State and Federal laws).  This also includes reporting to the Board of Directors, Compliance Officer, Privacy Officer, supervisor or suggestion box, any suspected unethical, fraudulent, or unlawful acts or practices.
6. Performs other duties as assigned.

Qualifications

• Experience in provision of Primary Care population is preferred
• Experience in the Medical field, clinic or office experience preferred
•  Minimum qualifications:  Certified MA:  prefer 3-5 years of experience.
• Supports practice mission and goals
• Ability to multitask, meet deadlines, handle high volume of patients and families who are often sick or under duress.