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Commonwealth Care Alliance instED Mobile Health Coordinator in Boston, Massachusetts

Why This Role is Important to Us:

instED offers in-home urgent care visits to eligible patients as an alternative to seeking care in the emergency department for non-emergent reasons. Reporting to the Manager, Network Delivery, the instED Mobile Health Navigator is the first point of contact for patients who are seeking an instED visit. The Mobile Health Navigator warmly greets all callers and completes a thorough and accurate intake for callers requesting a referral for an instED visit. The Mobile Health Navigator assigns the visit to one of instED's paramedic partners based on geography and availability and monitors the physician assignment algorithm. In addition, the Mobile Health Navigator monitors visit progression to ensure timely service delivery. Finally, the Mobile Health Navigator assists the nursing team with non-clinical administrative support and serves as the main point of contact for paramedic partner dispatchers, paramedics, and the instED Virtual Medical Control (VMC) team for all non-clinical issues.

What You'll Be Doing:

  • Answer incoming phone calls in a timely manner using a cloud-based platform

  • Collect accurate patient information and document in the instED NOW platform and Athena medical record to process an instED referral

  • Collect, review, and accept written consent from patients, upload consents from paramedics.

  • Verify patient eligibility using instED NOW, Athena, or external payor portals

  • Collect payment(s) from patients (e.g., copay, co-insurance)

  • Assign visits to one of instED's paramedic partners based on geography and availability; collaborate with nursing staff to prioritize high acuity patients

  • Communicate with the dispatchers from the paramedic partners to facilitate throughput of instED visits; convey clinical concerns/questions to the nursing team

  • Maintain awareness of all paramedic partner vehicle's status and location

  • Monitor paramedic resources throughout the day via the instED NOW capacity tracker and escalate to manager if demand starts to exceed capacity

  • Call patients if paramedics are unable to reach patients with an updated ETA; escalate to the nursing team when patients cannot be reached via phone

  • Make recommendations to improve the instED NOW platform

  • Monitor that VMC providers are checked in and out of instED NOW in a timely manner and outreach to them if this does not occur

  • Monitor VMC auto-assignments and manually re-assign if needed when a VMC provider is nearing the end of shift and cannot complete a visit

  • Complete an end of shift report before logging off at the end of a shift

  • Ensure that paramedics have completed all documentation by the end of their shift and outreach to the paramedic partner when there is outstanding documentation

  • Other duties as assigned

What We're Looking For:

Required Education:

  • High School Diploma or certificate of graduation from a secondary education school

Desired Education:

  • Associate or bachelor's degree

Required Experience:

  • 5+ years professional work experience in a healthcare setting with at least 1 year of remote work experience

  • Customer service experience via phone communications, preferably in a health care call center setting interacting with patients

  • Process improvement experience

  • Experience working closely with colleagues at all levels of a company including front-line staff to senior leaders

Desired Experience:

  • Administrative support to clinicians in healthcare setting

  • 911 Telecommunicator or Emergency Medical Dispatcher Certification

  • Mobile integrated health

Required Knowledge, Skills & Abilities:

  • Ability to communicate effectively without judgment to a diverse patient population while demonstrating empathy

  • Highly adaptable to frequent workflow changes in a fast-paced environment

  • Willing to learn and utilize several different software applications (e.g., proprietary instED NOW platform, Teams, etc.)

  • Proficient with Microsoft Outlook

  • Superb verbal communication skills and strong written communication skills

  • Computer and phone system proficiency (e.g., Ring Central or other cloud communications platform)

Desired Knowledge, Skills & Abilities:

  • Power BI or other business intelligence software

  • Proficient in Excel

  • Process improvement training (e.g., lean, six sigma, etc.)

  • Medical terminology

  • Athena (electronic medical record)

Language(s) Required:

  • English

Language(s) Desired:

  • Bilingual (Spanish), bicultural preferred

Other Required:

  • Must be willing to work weekends, evenings, and holidays as needed

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Please note employment with CCA is contingent upon acceptable professional references, a background check (including Mass CORI, employment, education, criminal check, and driving record, (if applicable)), an OIG Report and verification of a valid MA/RN license (if applicable). Commonwealth Care Alliance is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws.

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