Behavior Health Coordinator (Medical Assistant)

SUMMARY

Agape Family Health behavioral health care coordinators assist patients in improving their lives through a better understanding of how to manage their behavioral health needs, physical health needs and other psychosocial factors that impact their recovery process. This position is responsible for conducting member outreach to complete basic health surveys, coordination of behavioral health and primary care needs, track and document member's status and progress, and to refer to clinical staff as appropriate.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Conduct outbound calls to patients (and others on patients’ behalf) following protocols. Conducts all calls in a courteous and customer friendly manner.

• Request service plans and research to verify member is receiving appropriate care and services. Follow up with guardian and/or caregiver as necessary.

• Meet productivity and performance expectations as identified by the Manager and/or designee. Verify patient eligibility according to the appropriate eligibility system.

• Collect demographic and survey data according to protocols.

• Communicate directly with members to identify any care coordination needs and to provide information regarding health care access and preventive health interventions/screening.

• Complete patient specific interventions according to program guidelines and care plans developed by behavioral health provider.

• Increase patient’s adherence to program guidelines by coordinating with primary care physicians and behavioral health provider.

• Interact with providers and other staff as needed to meet patient objectives and improve health outcomes.

• Document all patient-related outreach efforts in the electronic health record.

• Assist patient with needs such as: obtaining physician appointments, resolving transportation issues, obtaining appointments for preventive health screenings, and telephonic appointment reminders.

• Educate patients regarding community resources and access to care.

• Serve as a contact and other entities serving assigned populations.

• Conduct and document the care coordination processes, focusing on the whole health needs of all assigned members, and including assisting in resolving issues encountered by members related to accessing needed care and treatment.

• Follow up regularly with patients, guardians, and/or caregivers to ensure members’ care needs continue to be met appropriately.

• When assigned by Manager, participate in meetings with external entities such as state and/or community partners, caregivers, or members.

• Document agreement to participate in behavioral health program according to prepared script and/or protocols.

• Complete vital signs and collect laboratory specimens as directed by provider

• Identify and correct problems with special populations. Demonstrate a broad knowledge of Medicaid benefits, services, and requirements.

• Process/scan documents, mail requests, fax documents, and document retrieval.

• Document information required for outcome measurements.

• Attend required annual trainings.

• Complete/maintain reports as requested by Manager.

• Comply with HIPAA confidentiality standards to protect the confidentiality of member information.

• Communicate effectively. Listen attentively to others.

• Seek creative solutions that meet the needs for all parties involved.

• Cooperate with others to achieve departmental goals, interdepartmental relations, and public relations.

• Adapt to change in a way that promotes success with minimal disruption of departmental activities.

• Display willingness to work as part of a team. Maintain cooperative relationships with all team members.

• Demonstrate knowledge of NCQA, HEDIS, and program goals.

• Perform other duties and projects as assigned.

PATIENT CENTERED MEDICAL HOME (PCMH)

• Expected to proactively collaborate and integrate with members of their team, other departments, and directorates to achieve optimal care for Patient Centered Medical Home (PCMH) model.

• Actively participates in PCMH Team huddles

• Promotes effective communication with staff, patients, families, and between other departments.

• Prepares patient electronic health record and other appropriate forms prior to patient’s appointment

• Utilizes automated programs and information technology tools to facilitate the patient experience.

• Data entry for population health metrics and health promotion

• Assist in maintaining and updating patient registries

• Utilizes the patient’s preferred method of communication to provide integrative and comprehensive care

• Utilizes clinic available tools for proactive patient management of their health care needs. It is expected he/she will participate in updating patient data by utilizing communication and management tools (i.e., Athena computer system).

• Communicates to patients utilizing asynchronous messaging to improve communication and facilitate care through non-traditional means

PROFESSIONAL REQUIREMENTS

• Maintain patient confidentiality at all times

• Maintain professional attire (black or gray scrubs)

• Complete continued education/training requirements

• Report to work on time and as scheduled

• Wear identification while on duty

• Represent the organization in a positive and professional manner at all times

• Comply with all organizational policies and standards regarding ethical business practices

• Communicate the mission, ethics, and goals of the organization

• Participate in performance improvement and continuous quality improvement activities

EDUCATION and/or EXPERIENCE QUALIFICATIONS

• Graduate of Medical assistant program

• Certification in medical assisting

• Phlebotomy certificate preferred

• Proficient with Microsoft Outlook

• Current CPR certificate

Physical/Mental Demands & Working Conditions:

• Excellent interpersonal, communication and time management skills

• Physically able to work in a fast-paced environment.

• Works in typical clinical office setting

• Must Accept Agape Community Health, Inc. Engagement Standards

• May be required to work evenings and weekends when needed.