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Care Coordinator, Ops & Dev Specialist DELTA

Company: Landmark Health
Location: Huntington Beach
Posted on: November 12, 2021

Job Description:

The DELTA team serves a critical role from team member onboarding, market implementation, education to mature market support. The DELTA Care Coordinator (CC) serves as a leader-coach-player in this service-oriented role. This individual is expected to become a knowledgeable expert in all parts of the Care Coordinator role and perform collaboratively, efficiently, effectively and autonomously while exemplifying the Landmark values. This position reports to the Director, DELTA Teams but works closely with the Implementation, other DELTA and market leadership teams (MLT) and other local market team members.
The DELTA CCs will spend > 50% of their time doing on the job training both during implementations and for mature markets in need of training new or legacy staff. In addition, they will be independently working with new hires and providing skills enhancement and efficiencies for legacy employees who are in need. They have the independent authority and power to train and develop new hires with respect to all performance related matters. The DELTA CCs will spend > 50% of their time monitoring and providing extemporaneous professional advice, guidance, recommendations, assessments, professional opinions, and updating market leadership on the trainees progress. During this time, they will also assess for the need for educating the individual on Landmark policy, procedures, practices, with a focus on Landmark culture. The DELTA CCs will provide daily performance analyses: For example, the Census Report, the Scheduling Efficiency Report and the Meaningful Touch Reports show the efficiency/effectiveness of local CCs managing provider visits, provider scheduling and IDT pt touches efficiency and effectiveness, respectively, during MLT/Implementation Huddle in the first two weeks of an implementation then weekly thereafter, and an independent summary recommendation for the local MLT and Supervisors for when the DELTA CC leaves the market. This cadence will be followed during training in a mature market as well based on market needs.
This is a travel position, requiring up to 100% travel; however, working remotely will be a priority when needs can be met through remote support.
This individual will be an integral member of the implementation team as well as providing many services to mature markets. Daily activities can vary week by week based on company needs. These activities include, but are not limited to the following:
Oversee daily operations (i.e. Daily on-call schedule, medical record uploads, management of consents, mailings, UV schedule, IV Packet readiness)
Provide regular coaching and constructive feedback to Care Coordinators to enhance overall effectiveness
Assist in development, documentation, and implementation of departmental policies and procedures
Educational trainer on the Care Coordinator role and function for department
Ensure Care Coordinator documentation meets Landmark standards and appropriate abbreviations are used
Review and utilize Reports Dashboard data for management of the department
Maintains relationship with market leadership, especially Supervisors of Clinical Operations to ensure coordination of care, understanding of policy/practice change that impact department or market
Provide superlative and empathetic telephonic customer service for Landmark patients
Actively listen and probe patients in a professional and timely manner to understand and evaluate patient needs, specifically if it is clinical or administrative
Warm-transfer calls to Landmark clinical staff for clinically escalated situations
Communicate and collaborate with members of the Landmark interdisciplinary team
Utilize critical thinking and effective communications to help connect the value of the Landmark program to patients in need of more information
Document non-emergent patient interactions across Landmarks various communication methods
Become a subject matter expert in the Landmark scheduling platform; manage the scheduling process for patients wanting to schedule new visits, reschedule existing visits and schedule needed visits as determined in collaboration with the interdisciplinary team
Build a thorough understanding of medical records retrieval process and own any piece of this that a market may require support
Onboarding and training new hire Care Coordinators (CC)
Manage internal and external referrals in a timely manner
Manage and maintain patient consent forms
Take responsibility for setting workflows as needed to promote Landmark and market-based standards
Attend invited meetings which will often include interdisciplinary meetings and huddles should it be requested by the market leadership team
Serve as the voice of Care Coordinators in company-wide working groups around process improvement and innovation as appropriate and directed
Provide objective feedback to the market leadership teams with respect to observation of best practices, standardization, opportunities for improvement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
o High school Diploma or GED equivalent; Bachelors Degree preferred
o 2+ years in a call center environment; Healthcare experience preferred
o 1+ year(s) of healthcare background with medical terminology and familiarity of clinical issues
o Experience with escalated customer service issue resolution
o Experience with following a triage protocol is a plus
o Critical thinking skills
o Typing speed of 40 WPM preferred
o Solution-oriented mindset and work approach
o Charisma and natural abilityto connect with others
o Excellent communication and interpersonal skills, with the ability to be personable yet effective
Language Skills:
Ability to read and write English language
Computer Skills:
To perform this job successfully, an individual should have knowledge of Windows, MS Office, Zoom, TEAMs, ADP and Concur.
o Current state drivers license
Full COVID-19 vaccination is an essential requirement of this role. Landmark Health will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.
Company Statement
We are now part of Optum and the United Health Group family of businesses, backed by the resources of a global health organization working to help people live healthier lives and to help make the health system work better for everyone.
As part of our hiring process, upon accepting an offer, candidates will be required to complete a 9-panel drug test. Due to our partnership with the Medicare Advantage program, our drug testing policies are consistent with Federal law.
Please be aware that Landmark Health does not solicit money or offer payment for job applications, nor do we ask candidates to email or submit any personal information over unsecured channels.
Landmark Health requires all new hires and employees to report their COVID-19 vaccination status.
Job Locations US-CA-Huntington Beach
Posted Date 1 month ago (9/20/2021 10:03 AM)
Category Medical Management
Type Regular Full-Time
Job ID 2021-6226
Remote Classification Virtual Hybrid

Keywords: Landmark Health, Huntington Beach , Care Coordinator, Ops & Dev Specialist DELTA, Other , Huntington Beach, California

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