- Gather information required to make specialty appointments and outpatient procedures and take family preferences (day of week, location) into consideration when scheduling appointments.
- Apply knowledge of Children's, its processes and payer requirements when scheduling appointments.
- Facilitate scheduling needed appointments (specialist, procedures) and work with the family to schedule PCP (primary care physician) appointment.
- Prioritize appointments to prevent discharge delays.
- Communicate scheduled appointments to the family and medical team using accepted processes.
- Work with the Case Manager(s) to prioritize the calls to be made on a daily basis.
- Use the Phone Call Script to complete post discharge calls and triage care failures/patient issues to appropriate member of the care team.
- Apply clinical knowledge when conducting follow up phone calls.
- Maintain database on completed phone calls.
- Collaborate with Case Management, Social Work and physicians to meet patient/family needs.
- Utilize Case Management screening tool to gather pertinent information from patient/family.
- Interact and respond to inquiries from families, payers, external providers, and medical team by answering questions and explain information clearly and thoroughly to facilitate safe transition for patients.
- Fax discharge summaries for patients who don't have PCP fax number in Cerner system.
- Participate in the identification, implementation and evaluation of processes to improve work flow and customer service.
- Anticipate and responds to customer needs; follows up until needs are met
- Demonstrate collaborative and respectful behavior
- Partner with all team members to achieve goals
- Receptive to others' ideas and opinions
- Contribute to a positive work environment
- Demonstrate flexibility and willingness to change
- Identify opportunities to improve clinical and administrative processes
- Make appropriate decisions, using sound judgment
- Use resources efficiently
- Search for less costly ways of doing things
- Speak up when team members appear to exhibit unsafe behavior or performance
- Continuously validate and verify information needed for decision making or documentation
- Stop in the face of uncertainty and takes time to resolve the situation
- Demonstrate accurate, clear and timely verbal and written communication
- Actively promote safety for patients, families, visitors and co-workers
- Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
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Clinical Resource Management Associate - Washington, United States - Children's National Hospital
Description
Under the supervision of a Registered Nurse Case Manager, the Clinical Resource Management Associate will interact with patients, families, vendors, payers, community agencies, and the multidisciplinary healthcare teams to assist in safe transitions of care and appropriate utilization of healthcare services.
Qualifications:
Minimum Education
Associate's Degree (Required)
Minimum Work Experience
2 years Healthcare or health related setting required. (Required)
Functional Accountabilities
Patient Scheduling
Organizational Accountabilities (Staff)
Organizational Commitment/Identification
