What are the responsibilities and job description for the Care Coordinator position at Mayfield Brain & Spine?
Education/Experience
- High School Diploma
- Minimum of two years experience in healthcare field
- 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
- 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.
