The Care Manager Extender (CME) is an integral part of the Integrated Care Management Program (iCMP). iCMP is an innovative, primary-care-based care coordination program which the team objectives are to improve quality of care, patient and provider satisfaction, and reduction in overall healthcare costs. This is accomplished through the partnership with the "teamlet" model of a care team which include RN, SW Pharmacist and CHW.

The Care Manager Extender role will work closely with the iCMP team leads to connect patients to resources, improve patients' access to care, and support patients to achieve optimal health and wellbeing. The position requires a high degree of flexibility, independence, and willingness to participate in multiple activities and provide support to all members of the iCMP team. The CME must have strong communication skills and the ability to converse comfortably with patients and their caregivers, and program staff.

The CME tasks include, but are not limited to:

• Partnering with the iCMP care team (RN, SW, Pharmacist, CHW) leads to provide resource support to high-risk patient population

• Acting as the subject matter expert for all resource needs in the patient's community. The CME will research, locate, and validate resources to support the care team and patients' need

• Managing resource referral requests in the EMR, including DME ordering, proper documentation, patient and vendor communication and follow up.

• Maintaining and updating the local iCMP resource database by adding new resources and/or updating current resources as needed

• Performing outreach calls to patients for iCMP support and resource needs under the direction of the team lead, including:

o Patient outreach to establish enrollment appointment

o Telephonic follow up after PCP visit

o Obtaining copies of advanced directives for scanning into EMR

o Appointment reminder

• Participate in Case Reviews under the directive of the team lead and execute tasks as directed. Tasks include:

o Document all patient interactions in the systems EMR to ensure continuity of care and outreach tracking

o Utilizing Patient Bamboo to track out of area patients and obtain preliminary information

o Manage patient information via virtual and paper faxing then scanning into EMR

Other Duties and Responsibilities:

• The above is intended to general contexts and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified

Qualifications

Qualifications:

• High School Diploma or GED required; Bachelor's Degree or equivalent work experience preferred

• Human services experience and knowledge of community resources preferred.

• Knowledge of hospital and healthcare systems preferred.

• Bilingual candidates encouraged but not required

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED

• Attention to detail and ability to comprehend and provide education to the iCMP patients about systems with complex eligibility requirements.

• Assessment and problem-solving skills.

• Strong interpersonal skills.

• Strong Customer Service skills that are effective across diverse socio economic and cultural population

• Ability to work independently

• Goal oriented and accountable in a complex medical environment.

• Demonstrated organizational and time management skills.

• Strong oral and written communication skills. Good computer skills.

WORK CONDITIONS

• This position is a hybrid role of remote and on-site work (3 days / week).

• On-site work may require travel between office and main hospital or community health centers.

EEO Statement

BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.