Job Overview
As a Clinical Inbound Personal Care Coordinator at ChartSpan, you will play a vital role in guiding patients toward better health outcomes by assisting them in developing personalized care plans and setting monthly health goals. You’ll be responsible for engaging with patients to ensure they have access to the resources they need to improve their health, happiness, and longevity. This role is ideal for individuals with strong communication skills, a background in healthcare, and a dedication to patient-centered care while working in a fast-paced call center environment.
Key Responsibilities:
1. Patient Engagement and Call Management
- Respond promptly and professionally to all incoming patient inquiries via phone, email, or live chat, ensuring every interaction is supportive and informative.
- Engage patients actively to discuss their health needs, concerns, and goals, building a trusting relationship to facilitate successful care planning.
- Schedule and coordinate patient follow-ups as needed, ensuring consistent and high-quality patient interactions.
2. Patient Care Support and Coordination
- Facilitate monthly care coordination through collaborative planning, goal setting, and advocacy, identifying services and resources tailored to each patient’s unique health needs.
- Communicate available resources and options effectively to assist patients in navigating the continuum of care, from preventive care to post-treatment follow-up.
- Work with patients to identify specific issues and develop goal-oriented, actionable interventions that are measurable and time-bound.
- Provide thorough health education based on patient needs and care plans, helping patients understand their conditions, medications, lifestyle choices, and preventive measures.
3. Clinical Documentation and Compliance
- Ensure thorough and accurate documentation of patient information, including medical history, medications, immunizations, allergies, surgical history, family history, and any updates necessary for ongoing care.
- Document comprehensive data using standard assessments and tools that support the individualized care plan and maintain organized care coordination records.
- Monitor patient conditions and regularly update care plans to reflect changes such as shifts in health status, lack of response to current treatments, or personal preferences.
- Maintain chart compliance by accurately documenting all interactions, interventions, and assessments, in line with ChartSpan’s protocols and standards.
4. Problem-Solving and Escalation
- Proactively identify any barriers to achieving patient care goals and work with patients and the care team to overcome these obstacles.
- Recognize and act on the need for care plan revisions based on patient progress or changing conditions, ensuring timely modifications that align with the patient’s evolving needs.
- Escalate patient concerns and complex clinical cases to the triage nurse team promptly to ensure timely medical intervention when necessary.
5. Regulatory Compliance and Standards
- Ensure adherence to all federal, state, and local healthcare regulations, maintaining compliance with managed care and agency-specific standards.
- Demonstrate a clear understanding of HIPAA guidelines, confidentiality, and ethical standards, safeguarding patient privacy and upholding ChartSpan’s commitment to quality care.
Qualifications and Skills:
- Education: Active COMPACT LPN license
- Experience: Previous experience in care coordination, healthcare call centers, or patient advocacy.
- Skills: Strong communication, problem-solving, and organizational skills; proficiency in EHR and working in multiple systems
- Attributes: Empathy, patience, attention to detail, and the ability to thrive in a dynamic, fast-paced environment.
- Requirements: Adherence to attendance policy and metric standards
Job Type: Full-time
Pay: $17.67 – $19.23 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Supplemental Pay:
- Bonus opportunities
- Overtime pay
People with a criminal record are encouraged to apply
License/Certification:
- LPN (Required)
Work Location: Remote