What are the responsibilities and job description for the Care Manager, (LPN/MA) position at Complete Health?
SUMMARY OF JOB DUTIES:
The LPN Care Manager is responsible for triaging, coordination, documentation, communication, and tracking of patient calls, cases, and records for a panel of medium acuity Traditional Medicare and Medicare Advantage Plan patients in the Chronic Care Management (CCM) Program. The LPN Care Manager is responsible for ensuring that patients with chronic conditions in his/her care are provided with CCM services in an appropriate and timely manner.
Chronic Care Management services provide a minimum of 20 minutes per calendar month of non-face-to-face communication (electronic or phone) with patient (or HIPAA Rep) and clinical staff, physician, or other qualified health care professionals. However, the frequency and length of calls is not limited to 20 minutes each month and is conducted as the patient's medical condition warrants. During this call an initial Care Plan is established and implemented, or the annual Comprehensive Care Plan is reviewed and/or revised and documented in the patient's chart.
A Comprehensive Care Plan is an electronic summary of the patient's physical, mental, cognitive, psychosocial, functional, environmental, and social assessments. It contains a record of all recommended preventive care services, medication reconciliation with review of adherence and potential interactions and oversight of patient self-management of medications, an inventory of clinicians, resources, and supports specific to the patient; including how the services of agencies and/or specialists unconnected to the designated physician's practice can be coordinated. It includes ensuring that ER and hospital clinical documents, consult notes and other records of care are current and available on the chart for review as needed.
The LPN Care Manager coordinates efforts with the Quality Department to ensure that each patient is accurately assessed, and that Annual Wellness Visits are completed quality measures and gaps are closed. He/she accurately updates patient's problems list, diagnoses, health conditions, mediations list and Care Team and brings additional medical concerns to the primary care provider as needed.
ESSENTIAL JOB FUNCTIONS:
- Works closely with leadership to provide CCM services primarily to a medium acuity panel of Traditional Medicare and Medicare Advantage plan patients who are assigned to his/her care.
- Demonstrates personal effectiveness and credibility, collaborative skills, communication proficiency and flexibility and strong decision making and documentation skills.
- Works closely with leadership, other CCM team members, providers, and Quality staff to help ensure that the care patients receive is efficient, thorough, timely and properly documented to help patients avoid ER and urgent care visits, hospital admissions and readmissions. Assists in ensuring the best quality of life possible for each patient in their care.
- Provides and oversees regular communication and collaboration with the patient's Primary Care Provider, clinical staff, specialists, and pertinent outside care services for the benefit of the patient.
- Works closely with the Quality Improvement Manager and team to assist and facilitate that Annual Wellness Visits are completed and gaps in care and quality measures are met for the well-being of Care Management patients.
- Facilitates and executes care management strategies for the care coordination of CCM Patients, including utilization of other population health initiatives, including communications with patient's designated representatives and pertinent clinical staff.
- Works with leadership and the MSRs to identify specific patient social and preventative care needs. Facilitates resolutions, when possible, with resources throughout an assigned geographic area.
- Knows, understands, and works within the scope of his/her practice. Seeks advise and/or help from management whenever needed. Able to delegate responsibilities appropriately to staff licensure, education, and experience.
- Participates in pertinent meetings, workshops, seminars, and related forums as directed.
- Provides regular reporting of activities and statistical data and status of CCM patients in his/her care to leadership, as directed.
- Responsibilities include a rotating "on-call" schedule determined by the RN Manager of Clinical Services.
- Maintains confidentiality and follows HIPAA and OSHA guidelines.
- Follows HR compliance and procedures.
- Maintains current Licensed Practical Nurse License.
- Ensures patient satisfaction by providing excellent service, putting Patients First Always
KNOWLEDGE/SKILLS/ABILITIES:
The LPN Care Manager must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
- A general knowledge of primary care practice, clinics, knowledge of legal and ethical standards for the delivery of primary care and medical terminology is required.
- Must be well-versed in knowledge of chronic health conditions, acute care, behavioral health, and substance abuse problems.
- Must have excellent verbal, phone, and written communication skills.
- Must be skilled in Interaction with respect and in a professional manner with patients, staff, and external customers. Listens patiently, responds appropriately, and communicates effectively with patients and their family members, staff, providers and other community medical professionals, contacts, and representatives.
- Able to manage difficult or emotional customer situations effectively and use reason in all situations, including when dealing with emotional topics or issues.
- Possesses organizational and problem-solving skills; Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions in an organized manner.
- Able to work independently and in a multidisciplinary team.
MINIMUM REQUIREMENTS
- Active Licensed Practical Nurse (LPN).
- A minimum of 2 years of related care management, medical clinical experience and/or training required; equivalent combination of education and experience considered as determined by the Administrator of Clinical Services.
- Experience in social and care management services and patient engagement is required.
- Knowledge of hospitals, specialists, and ancillary health services throughout the assigned community is preferred.
- Basic knowledge of medical insurance is preferred.
- Strong computer skills and proficiency in internet software and knowledge of Microsoft Office products is required.
- Must be able to effectively utilize an electronic health record to perform and document patient encounters.
WORKING ENVIRONMENT
The position requires climbing, stooping, kneeling, crouching, reaching, standing, lifting, grasping, feeling, talking, hearing, repetitive motions, and finger use. Pushing and pulling are occasionally required. Use of a computer, keyboard, and telephone along with various office machines is an essential part of the job.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by the LPN Care Manager. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The LPN Care Manager may be required to perform duties outside of their normal responsibilities from time to time as needed or as directed by supervision.
