Case Management Support - Cherokee County Clinic

Cherokee Indian Hospital Authority•Marble, NC

7h•Onsite

About The Position

Works under the direction and supervision of the RN Care Manager/RN Supervisor/Primary Care Clinic Nurse Manager. Provide a direct link for all communication between the patient, clinical, and nursing staff. Create, develop, and nurture culturally appropriate interactions and connections with customers, co-workers, and the community at large. Primary duties will be to answer incoming telephone calls, schedule patient appointments, filing, and message delivery, information retrieval, sending and receiving faxes, utilizing the copier to perform other standard office duties as assigned. May function as front desk clerk as directed. Receives all phone calls with exceptional customer service while providing routine information to callers. Answers phone and directs calls to appropriate staff member or team. Takes messages as required. Determines which staff members can handle and which need management. Personally, responds to non-technical questions regarding the department. Greets patients/visitors, makes necessary notifications, assists as necessary to facilitate contact with the appropriate persons, and directs to the correct team member. Makes sure all patients scheduled for appointments have a primary care provider (PCP) and if not educates the individual regarding the process to the extent the individual requires. Assists customers by providing accurate information that meets the customers’ needs the first time. Works with customers in a positive and courteous manner to establish and maintain effective working relationships. Proficient in the use of Electronic Health Record (EHR) and Resource and Patient Management System (RPMS) to assist with appointment schedules in the outpatient clinics. Assists with referral follow-up as needed when requested. Assists with contacting patients to inform of scheduled appointments, etc. Maintains quality, safety, and infection control standards. Shares and receives information, opinions, concerns, and feedback in a supportive manner. Works collaboratively by building bridges, and creating rapport with team members within departments and across the organization. Works as an active participant in a team environment. In the event of a local public health emergency, employee may be assigned duties pertaining to the event. May be necessary to work when Administrative Leave is granted if patient care would be compromised. Completion of duties affects the efficiency with which the CIH provides service and therefore could have an indirect negative effect on patient outcomes. Performs other duties as assigned.

Requirements

A high school diploma or GED is required.
A practical knowledge of CIH’s organization and services, the basic rules and regulations governing visitors and patient treatment, HIPPA and practical knowledge of standard procedures, and medical terminology.
Knowledge of typing and basic computer skills.
Familiarity with computerized based appointment scheduling, referral and diagnostics scheduling packages in RPMS.
A good working knowledge of terms describing diseases, medical and surgical procedures, as well as, standard abbreviations used by medical staff.
A thorough knowledge of recording and referral procedures.
Good communication skills to facilitate the relaying of medical information to members of the Primary Care Team and other services of the hospital.
Requires the ability to organize work, deal effectively with the public, and communicate effectively, both verbally and in writing.

Nice To Haves

Completion of a medical terminology class is preferred.
A minimum of two years’ experience working in a clerical, administrative or health related field is preferred.

Responsibilities

Receives all phone calls with exceptional customer service while providing routine information to callers.
Answers phone and directs calls to appropriate staff member or team.
Takes messages as required.
Determines which staff members can handle and which need management.
Personally, responds to non-technical questions regarding the department.
Greets patients/visitors, makes necessary notifications, assists as necessary to facilitate contact with the appropriate persons, and directs to the correct team member.
Makes sure all patients scheduled for appointments have a primary care provider (PCP) and if not educates the individual regarding the process to the extent the individual requires.
Assists customers by providing accurate information that meets the customers’ needs the first time.
Works with customers in a positive and courteous manner to establish and maintain effective working relationships.
Proficient in the use of Electronic Health Record (EHR) and Resource and Patient Management System (RPMS) to assist with appointment schedules in the outpatient clinics.
Assists with referral follow-up as needed when requested.
Assists with contacting patients to inform of scheduled appointments, etc.
Maintains quality, safety, and infection control standards.
Shares and receives information, opinions, concerns, and feedback in a supportive manner.
Works collaboratively by building bridges, and creating rapport with team members within departments and across the organization.
Works as an active participant in a team environment.
In the event of a local public health emergency, employee may be assigned duties pertaining to the event.
May be necessary to work when Administrative Leave is granted if patient care would be compromised.
Performs other duties as assigned.