Responsible for assisting the Medical Group to meet quality, performance, patient satisfaction, and retention goals through patient outreach, appointment scheduling, and medical record review and abstraction to close gaps in care.
The Patient Care Connector is responsible for reviewing the EMR for evidence of care and services rendered and making outreach to patients to schedule appointments for care and services needed. Responsible for documenting outreach attempts, results and care gap closure information in the EMR, outreach list, and other tracking systems as applicable. Accept inbound calls from patients returning calls and assist with special projects as needed. Communicate with patients via phone, secure text, patient portal, and mail correspondence when applicable.
The Patient Care Connector individual will meet department and individual productivity and quality expectations. The individual will work as an extension of the ambulatory practices; working together to improve the health and wellness of the patients we serve.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Perform medical record review and outreach calls to schedule appointments for patients to close gaps in care.
Identifies patients with Care Gaps/HEDIS related health conditions and assists them in accessing care through scheduling appointments and referral to community resources
Handle in/outbound calls and transactions directly supporting the primary care practices in accordance with metric and performance requirements
Initiate high volume of calls demonstrating exceptional customer service skills
Initiate medical record requests in compliance with HIPAA and other compliance regulations
Receive and accurately update EMR with medical record documentation
Assists patients and caregivers with problem resolutions and strategies to reduce barriers to care and increase health care compliance
Assists patients in enrolling in the patient portal
Schedule appointments for office visits, screenings, tests and procedures according to guidelines
Facilitate lab requests, notification to the practice and activate protocolized orders
Accurately document outreach and gap closure results in EMR and tracking systems as applicable.
Demonstrates sound judgement of escalating urgent calls
Document patient demographic information accurately
Route calls appropriately
Utilize CCHS HEAT methodology when service issues arise
Interact with patients, physicians and staff to provide accurate communication
Perform assigned work safely, adhering to established departmental safety rules and practices
Report to manager in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
Consistently meet or exceed productivity and quality standard requirements
Performs other related duties as required
EDUCATION AND EXPERIENCE REQUIREMENTS:
High School Graduate or equivalent required.
A graduate of a recognized Medical Office Assistant Program or Hold current Medical Assistant Certification by a national organization accredited by the National Commission for Certifying Agencies (NCCA) or the American National Standards Institute (ANSI).
Knowledge of medical terminology and anatomy required.
Knowledge of or experience in any of the following is preferred: computers, data abstraction/entry, telemarketing/ sales.
Health care experience preferred.
Experience in patient care processes, medical records, quality measures preferred.
Prior call center, customer service and medical office related experience preferred.
Flexibility and emotional stability to work under intense time and volume pressures
Internal Number: JR56174
About ChristianaCare Health System
ChristianaCare Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are ...positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.