Description

Work where every moment matters.

Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut's most comprehensive healthcare network.

The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

Position Summary:

Strategic Partnerships Care Alignment Coordinator is responsible for patient referrals sent to HHC from our strategic partners. The Coordinator will work closely with strategic partners to ensure their patients are scheduled in a timely manner with the appropriate specialist according to the patient's location preference. In addition, the Coordinator will develop relationships with the specialists and scheduling teams in the area to create seamless processes to contact and schedule Patients in their offices. Incoming referrals will be reviewed and processed daily. Coordinator will be responsible for informing Strategic Partners of any issues in scheduling patients as well as providing end of the day status of scheduled referrals. Each referral will be reviewed for completeness, ensure necessary documents are received and the referral meets the guidelines for an appointment. Coordinator must properly communicate with front desk staff, providers, and managers in each office. The Care Alignment coordinator frequently interacts with scheduling teams, patients, doctors, and insurance companies. Coordinator will be expected to have experience with customer service tasks and the ability to maintain patient records and confidentiality, manage multiple stakeholders and ensure that patient information is complete and up to date.

Position Responsibilities:

• Schedules patients for appointments with HHC and non-HHC providers
• Collaborates and communicates with strategic partners to ensure continuity of medical care, to include obtaining, clarifying, validating referral requests and scheduling all referral orders.
• Assists with the creation of standard work for referral coordination.
• Responds to all requests (email, website, phone, other) and inquiries to best coordinate a patient's appointment and needs.
• Maintains referral work queue in a timely manner, updates and closes referrals as appropriate.
• Works in collaboration with providers, office staff, call center staff and/or facilities to foster smooth transitions of care to specialists.
• Provides information back to strategic partners confirming patients are scheduled and/or works in collaboration to resolve challenges with scheduling.
• Consistently communicates with specialty offices to ensure all issues and problems are seamlessly handled so that both the patient and the referral sources are satisfied with the result and process.
• Responds to internal and external communication timely and accurately.
• Participates in meetings and performance improvement activities to ensure cost-effective utilization of resources within own control and to provide quality service to organization through communication, cooperation and collaboration.
• Perform other related duties as required.

Qualifications

Requirements and Specifications:

Education

• High School Diploma or higher

Experience

• Minimum: Minimum of 1 year as a medical receptionist, call/access center representative or previous care coordination experience
• Preferred: Direct customer service in the medical field

Language Skills

• Strong written and verbal communication skills

Knowledge, Skills and Ability Requirements

• Strong organizational skills
• Ability to effectively communicate with other medical providers and their offices, patients and families, and rehabilitation teams in order to promote seamless referral coordination and scheduling.
• Ability to balance quality, people and customer expectation appropriate to business situation.
• Intermediate ability with MS Outlook, Word and Excel
• Ability to look for process and program improvements for patients and coworkers.
• Ability to ensure adherence with referral management protocols, policies and procedures
• Ability to build and support positive, effective relationships across the continuum and with the patients and communities we serve.
• Ability to adhere to the practice of confidentiality (HIPAA and other state/federal regulations) regarding patients, families, staff and the Agency
• Ability to demonstrate H3W Leadership Behaviors and supports the team in culture and team building initiatives.
• Ability to work effectively as a team member within the organization and with customers.

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge - helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.