Panel Coordinator

POSITION DESCRIPTION:

The Panel Coordinator I supports the division in outreach to patients with gaps in chronic disease management and preventive services. The Panel Coordinator I provides administrative, operational and patient support activities for divisional panel assignments including scheduling, requesting and obtaining outside medical records, and then uploading into our medical record, placing orders for preventive services and updating history with surgical exclusions, as appropriate. Supports and promotes the success of quality and population health programs and care coordination activities.

ESSENTIAL JOB FUNCTIONS:

1. Systematically reviews health plan eligibility lists/new patient registries and invites patients into IHA for services through initiative of a welcome package per protocol.
2. Monitors scheduling of new patients and works with Quality team to identify and report patients who do not establish care.
3. Provides systematic monitoring of chronic disease management and prevention registry. Using the registry reports functions, identifies patients in need of appointments, tests or labs. Schedules appointments for services as needed per protocol.
4. Utilizes EMR Systems, registries, health maintenance data, opportunity reports, payer portals and other data as available to validate gaps in care and conducts outreach activities as assigned.
5. Coordinates with physicians, care managers and/or clinic staff to develop customized patient outreach correspondence and schedule needed tests and appointments.
6. Uses software applications to produce custom reports from administrative databases; extracts data, performs appropriate verification, prepares and distributes reports to customers.
7. Reviews health plan performance reports monthly in coordination with the IHA Quality team; ensures that services delivered have been captured appropriately in the EMR.
8. Maintains tracking of patient outreach and gap closure.
9. Using EMR tools, initiates patient outreach via MyChart messages, phone calls, and/or via letters.
10. Requests and obtains outside medical records.
11. Updates appropriate sections of the EMR as determined. Updates Health Maintenance and Chronic Disease protocols, non-interfaced lab module, as needed.
12. Communicates with patients on chronic disease management and preventive services that are needed prior to an office visit; ensures coordination of these services with the office care team.
13. Tracks and informs patients of laboratory/diagnostic test results as directed by the provider and according to IHA/office protocols; communicates with patient regarding provider instructions based on test results received.
14. Utilizes critical thinking skills within the scope of the role to assess if patient information requires higher level follow up.
15. Takes and relays accurate, comprehensive, dated and signed messages in a timely manner.
16. Responsible for the follow-up and communication with patients to ensure patients receive appropriate tests and preventive services as ordered by the physician; provides education on the importance of preventive services and reinforcing the importance of the patient/primary care provider relationship.
17. Provides patient/family education as directed by healthcare provider.
18. Refers to Care Managers and/or community resources for patients needing support as determined by ability to actualize treatment plans.
19. Routinely meets with office staff and presents updates on Quality performance.
20. Actively works to improve practice performance on Quality incentives including but not limited to Provider Performance Dashboard, PCMH, and Health Plan Incentives such as BCN Physician Recognition Program, BCBSM Clinical Quality and Priority Health Physician Improvement Plan.
21. Serves as a liaison between patient and healthcare provider when necessary. Ensures timely and courteous follow-up regarding patient questions.
22. Supports other offices, attends required meetings and training, and participates in committees, as requested.
23. Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the clinical care team.
3. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
4. Successfully completes IHA’s “OurExperience” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
5. Maintains knowledge of and complies with IHA standards, policies and procedures.
6. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
7. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
8. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities.  Embraces new ideas and respects cultural differences.
9. Uses resources efficiently.
10. If applicable, responsible for ongoing professional development – maintains appropriate licensure and continuing education credentials, participates in available learning opportunities.
     

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION:  High School Diploma or GED. Successful completion of accredited/approved health program such as:

• Successful completion of IHA’s Panel Coordinator Onboarding Program
• Medical Assistant program (externship not required)
• Clinical Support Assistant/Certified Nursing Assistant/Patient Care Technologist
• Other clinical health certificate program as approved by the Quality Department Leadership

Bachelor’s or associate degree in health-related field or relevant experience is strongly preferred; examples would be Public Health, Health & Wellness, Health Education, Health Science or Health Administration.

CREDENTIALS/LICENSURE:  N/A

MINIMUM EXPERIENCE:  1-3 years’ previous healthcare experience or equivalent combination of education and experience. Experience in medical group practice preferred. Customer service experience strongly preferred.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Proficient/knowledgeable in medical terminology.
2. Proficiency in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records/templates, EPIC, Microsoft Office (Excel, Access, Outlook, Word, PowerPoint), email, e-learning, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.
3. Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually.
4. Good quantitative and analytic skills.
5. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
6. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, vendors, family members, outside customers and community groups.
7. Good organizational and time management skills to effectively juggle multiple priorities, time constraints and ever-changing medical situations.
8. Ability to exercise sound judgement and problem-solving skills.
9. Ability to handle patient and organizational information in a confidential manner.
10. Ability to work overtime, as scheduled.
11. Ability to travel to other office/practice sites and meeting and training locations.
12. Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding, phone work and charting.
2. Physical activity that often requires time working on a computer.
3. Physical activity that occasionally requires lifting up to 20 lbs.
4. Physical activity that sometimes requires handling and lifting patients, walking, bending, stooping, reaching, climbing, kneeling and/or twisting.       
5. Physical activity that sometimes requires lifting, pushing and/or pulling up to 100 lbs.
6. Specific vision abilities required include close vision, depth perception, color vision, peripheral vision and the ability to adjust and focus. 
7. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
8. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.
    

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a medical facility and requires regular walking to various locations around the hospital/clinic. Employees will be working where there is patient care equipment. Hazardous materials, including bloodborne pathogens and bodily fluids are also present. Exposure to sharps, x-rays, patients' conditions and some unpleasant sights, smells and contagious diseases are possible.  This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.