What are the responsibilities and job description for the Care Coordinator position at Mayfield Brain and Spine?
Job Description
Job Description
Education / Experience :
High School Diploma
Minimum of two years experience in healthcare field
Skills :
Knowledge of musculo-skeletal, spine surgical diagnosis and treatment
Knowledge of insurance and Worker’s Compensation systems
Demonstrates excellent customer service
Ability to manage and prioritize multiple tasks in fast paced environment
Strong problem solving, problem prevention and decision making skills
Ability to convey empathy
Excellent oral and written communication skills
Ability to maintain composure and restore calm in a stressful situation
Uses good judgment and diplomacy when dealing with others
Desire and ability to work in a team environment
Computer proficient with ability to learn multiple software applications
Essential Functions :
Help develop and maintain a corporate culture that supports the mission and values
of Mayfield Clinic.
Provide excellent service to internal and external customers
Demonstrates empathetic, helpful and courteous behavior to all customers.
Exhibits ability to express appreciation of the customer’s unique needs.
Speaks clearly, uses good grammar and uses voice inflection that communicates understanding and concern.
Demonstrates good listening skills.
Demonstrates ability to respond appropriately to patients’ fears, anxiety and anger.
Demonstrates ability to assure customers of Mayfield’s desire and ability to meet their needs.
Demonstrates ability to gain caller’s understanding and acceptance of Mayfield Clinic processes.
Exercises initiative, creativity and courage to act in the best interest of the patient.
Effectively triage and process all urgent / emergent patients.
Coordinate with Initial Care department and surgeon offices those spine patients who relate potentially emergent or progressive neurologic symptoms. Those patients will be evaluated / triaged out of the standard review process according to the established protocol.
Ensure that an expedited review and or appointment is completed.
Communicate physician disposition and instructions to the patient in a timely manner.
Provide initial care coordination for patients receiving pre-appointment treatment.
Initially review the referred patient’s diagnosis, medical history, and physician disposition and effectively communicate this information to the patient.
Direct patients to facilities listed on the Network Provider list when pre- appointment treatment is recommended and facilitate prescriptions to these facilities.
Assist physicians in coordination of care of spine patients with other health care professionals.
Refer patients to other community and internal resources, as necessary, Pain Management, PMR, etc.
Communicate physician disposition and / or patient response to recommendations to the primary care or referring physician.
New Patient appointment scheduling with Mayfield Clinic physicians
Mailing of New Patient Packet and correspondence
Provide ongoing care coordination for patients receiving pre-appointment treatment
Follow-up with patient and therapists in a timely manner to discuss patient’s response to treatment, as well as obtain written progress reports
Communicate progress to the reviewing physician for next steps determination
Immediately communicate patient non-compliance with treatment recommendations to the referring physician
Communicate written treatment completion information to the Primary Care or referring physician if pre-treatment results in symptom resolution and patient does not require an appointment at Mayfield Clinic
Coordinate and execute other Priority Consult responsibilities as necessary.
Assist in the development, documentation and analysis of program performance.
Serve as a clinical resource to initial care specialists, as appropriate.
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