NYC Health + Hospitals/At Home reaches outside the walls of our hospitals and brings health care to patients where they live. With more than 600 dedicated employees, Community Care provides services including home care, community care coordination, and community-based care management to individuals managing chronic health conditions residing in Brooklyn, Manhattan, Queens and The Bronx.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

PURPOSE OF POSITION

With the support and supervision of the Director of Care Coordination, the Central Support Team Lead will assist with day-to-day support and monitoring in order to assure the Care Coordination, Central Support team's accuracy in and overall productivity in their assigned duties, in addition to completing their own assigned responsibility for that month. The Central Support Team Lead will support the Director of Care Coordination in providing information needed for any needed trainings for the team and additional supportive action for specific staff who are not meeting required targets.

Duties & Responsibilities

AREAS OF RESPONSIBILITIES


• Monitoring of efficiency of staff in completion of daily tasks


• Ongoing training and support for team


• Referral review, disposition and assignment


• Maintain team workflows, ensuring accuracy and compliance


• High-Medium-Low (HML) assessments


• Telephonic outreach and calendar scheduling


• Quality Assurance Calls

SUMMARY OF DUTIES AND RESPONSIBILITIES:
1. Provide day-to-day support to the Central Support Team to assure high accuracy in disposition of Care Coordination referrals, HML assessment completion, telephonic outreach and any other duties assigned to the team.
2. Monitoring of Central Support Team's productivity and provide support and guidance to staff who are under performing in order to ensure overall team success.
3. Provide insight to Director of Care Coordination around issues with staff productivity, as well as individual staff areas in need of improvement to allow for additional support from direct supervisor.
4. Demonstrates proficiency in understanding the eligibility requirements of all Community Care's Care Coordination programs inclusive of Health Home, Health Home Plus, HARP, Department of Health and Mental Hygiene (DOHMH) Grant, and the Non-Medicaid Care Coordination program.
5. Referral Assignment for Care Coordination program. This responsibility includes, but not limited to

a. Managing the Referral Queue and reviewing referred patients for eligibility into one of our care coordination programs.
b. Managing the calendar scheduling for the intake appointments with care coordinators.
c. Assignment of patients to our Care Management Agencies.
d. Setting up patients' insurance registration; and
e. Dispositioning referral within the Epic Electronic Medical Record (EMR).
6. Completes Health Home HML Assessments identified in the monthly Health Home Billing Report. This responsibility includes:

a. Reviewing of patient notes for the month to identify whether billable service was completed.
b. Reviewing patient recent hospitalizations/labs in order to answer these questions correctly.
c. Informing Director of errors between the report and what is showing in the record.
7. Telephonic Outreach of referred members to schedule intake appointments for Care Coordinators. This responsibility includes:

a. Managing a list of referred patients.
b. Making a minimum of three phone contacts to a patient in 30 days to introduce Care Coordination services.
c. Scheduling intake appointments for patients interested in services and assigning these intake appointments to Directors of Care Coordination for assignment to Care Coordinators.
d. Documenting all notes of all outreach encounters in Epic EMR; and
e. Closure of referrals/outreach episodes if member declines services or is unable to be located.
8. Reviews the monthly HARP report of discrepancies between the HARP code in the billing portal and Epic EMR; ensures that member records are also reviewed in the Medicaid eligibility portal (ePACES), Medicaid Analytics Performance Portal (MAPP) and PSYCKES prior to completing corrections in the Epic EMR.
9. Managing communication with various facilities to ensure smooth transition of referrals.
10. Uploads documents into member records in the Epic EMR as requested.
11. Completes member mailings as requested.
12. Proactively notifies direct supervisor when issues arise (e.g., systems issues, inability to complete tasks, etc.) as soon as these occur so that proper intervention and/or de-escalation can be instituted.
13. Completes all required trainings relevant to execution of the above responsibilities.
14. May attend external meetings or events that may be necessary.
15. Performs other duties as assigned.

Minimum Qualifications

Qualification Requirements:
1. A Baccalaureate Degree from an accredited college or university in Business Administration, Community Health, Psychology or related discipline with one year of full-time experience in a supervisory or administrative capacity in business management systems, general administration, health care and medical/patient systems administration; or,
2. A satisfactory combination of education, training and experience.

KNOWLEDGEABLE IN:
Strong communication skills (both written and verbal)
• Ability to thrive in a fast-paced, highly collaborative environment
• Ability to adapt to changing workflows and policy in a responsive and productive manner
• Ability to interact with external partners in a professional and productive manner
• Managing and comprehending various spreadsheets and reports.

YEARS OF EXPERIENCE:

Minimum of 1 years' experience working with health system records
• Minimum of 6 months experience working with the Central Support Team
• An equivalent combination of training, education and experience in related fields and educational disciplines

Additional Qualifications

EQUIPMENT/MACHINES OPERATED:
Printer/Scanner/Copier/Fax machine, Laptop/Tablet

COMPUTER PROGRAMS/SOFTWARE OPERATED

Proficiency in Microsoft Office Suite (including but not limited to Outlook, Word, Excel, PowerPoint)

Proficiency/experience working within electronic medical record (EMR) systems.

If you wish to apply for this position, please apply online by clicking the "Apply Now" button or forward your resume to CommunityCareCareers@nychhc.org noting the above Job ID #.104855

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week.
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees.
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs