Patient Management Coordinator jobs in Fairbanks, AK

Job Summary: Job incumbent will assist patients and/or families with coordination of the healthcare system by connecting with Care Teams and various TCC departments, help to answer questions, address patient concerns in a timely manner, gather customer feedback through surveys and rounding, document feedback, formal complaints, appeals and kudos. This position will monitor patient experience alerts from patient rooms and coordinate with Care Teams. This position will provide elder navigation and support. This position will be involved in facilitating improvement projects based on customer feedback across Tanana Chiefs Conference (TCC). This position will provide assistance to patients from TCC Health Services Area traveling to Anchorage area for medical appointments, inpatient, and outpatient services.

Adhere to the TCC Ch'eghwtsen' model of service and guiding principle which requires providing timely and effective service along with the ability to interact with others in a way that inspires trust and demonstrates respect, compassion and empathy.

Essential Functions: This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbent(s).

Representative Duties: Under the direct supervision of the Patient Experience Coordinator - Lead, job incumbent will:

1. Maintain strict confidentiality in accordance to TCC/CAIHC Policy and HIPAA.

2. Assist patients/family members, from across TCC Region, in navigating health services. Work with Patient Experience at ANMC to ensure smooth continuum of care.

3. Act as a liaison and support for patients in communicating concerns regarding care or services received to involved departments.

4. Document patient/visitor concerns to management/leads to include detail orientated description of concern, requesting actions or outcome taken to resolve concerns and follow up with patient via phone communication and/or by letter. Inform ANMC Patient Experience team of any formal complaints, feedback or kudos.

5. Provides support for patients, families, and escorts requiring services at ANMC and other providers in Anchorage. Ensures patients have sufficient information to make informed decisions while inpatient.

6. Reach out to patients requiring travel to Anchorage for care to ensure they are aware of what their responsibilities are as a patient traveling. (travel/lodging arrangements, transportation, meal cards etc.).

7. Perform follow-up calls to patients requiring services at ANMC and other providers in Anchorage to ensure they are aware of scheduling follow up with PCP and to address any concerns that may have arisen during travel in order to address areas of improvement.

8. Provides service recovery for patients, family or escorts as appropriate.

9. Develop, manage and maintain relationships with clinic staff, administrators, other key patient contacts and ANMC Patient Experience Team. Promote a culture of excellence at all times through outstanding internal and external customer service.

10. Assist with monitoring patient satisfaction and quality goals by participating in regular survey development and implementation, administering in-person surveys, and conducting interviews.

11. Perform elder follow-up (phone calls or surveys, care coordination, advocacy, etc.). Identify and address elder specific needs and areas for improvement to better serve elders.

12. Gather feedback by lobby rounding and/or phone surveys for reporting and patient experience evaluations. Document and report staff recognition and kudos.

13. Identify areas of improvement and assist with improvement process. Collaborate with department managers to meet patient needs and expectations to build patient trust.

14. Assist with the implementation, support, and sustainability of TCC's Ch'eghwtsen' philosophy by treating everybody with compassion, dignity and respect.

15. Monitor SyncTimes for alerts on unhappy patients or long wait times. Coordinate with Care Teams and/or check in on patient rooms to ensure excellent patient experience.

16. Assist with Patient Portal, assist hearing impaired patients, wheelchair patients, and, as requested, shadow patients during visits.

17. Assist in the development and execution of Quality Management's strategic plan and performance dashboards.

18. Develop a comprehensive understanding of current services offered by CAIHC/TCC through department shadowing and participation in trainings. Become knowledgeable on Indian Health Services.

19. Travel to TCC villages to help promote TCC quality of care and to provide education regarding TCC's Customer Experience program.

20. Conduct appeal processing and review for Purchased/Referred Care (PRC) appeals.

21. Provide daily communications via E-mail, submitting reports, and participating in work groups for various projects.

Other Responsibilities:

22. Perform other job-related duties as assigned.

Minimum Qualifications:

1. High school diploma or GED equivalent.

2. Experience in the field of customer service required.

3. At least one year experience working with patients in a healthcare facility highly preferred.

4. Must pass background check pursuant to federal Indian Child Protection and Family Violence Prevention Act requirements.

Knowledge, Skills, and Abilities:

1. Demonstrates a high level of compassion, sensitivity, and professionalism while working with diverse patient populations.

2. Strong problem solving skills and ability to utilize available resources.

3. Demonstrated skill in exceptional customer service.

4. Strong interpersonal relationship skills, including conflict negotiation mediation, problem solving, time and project management.

5. Strong organizational skills and attention to detail.

6. Ability to consistently maintain and re-prioritize workload.

7. Follow HIPAA to ensure confidentiality of all medical records and other knowledge of patients, visitors, and employees.

8. Computer literacy and ability to type at least 35 words per minute.

9. Ability to travel on small aircraft to villages as needed.

Supervision: This position does not have any supervisory responsibilities.