Case Manager/Care Coordinator

Job Summary:

The Case Manager is responsible for providing the best quality service while coordinating patient long-term care while acting as a liaison between the agency, patient, and all vendors. In addition, the case manager must sustain constant communication between all involved parties, including but not limited to: Vendors, NCMs, HHAs, Family vendors, and any other members of the service team while adhering to Royal Care’s policies and procedures.

Some Key Responsibilities include:

*Responsibilities may include additional tasks according to the needs of the department and the organization.

• Function as the liaison between aide and patient ensuring quality, continuous care.
• Develop and sustain relationships with all vendors to ensure patient census growth.
• Complete and follow VBP Measures and quality assurance.
• Strategically coordinate placement of services between clients and caregivers.
• Communicate openly with other staff in the department regarding scheduling, availability, attendance, and larger-scale issues.
• Keep the Director of Patient Services and vendors informed of any and all patient care issues i.e. patient or family member complaints, patient incidents, non-compliance with agency rules by an HHA, change in patient status
• Ensure documentation is being updated for all our caregivers and patients in HHA Exchange.
• Handle and respond promptly to incoming calls, emails or faxes from physicians, contracts or clients requesting report status and/or information; communicate with contracts for patient status.
• Communicate with patients and their families regarding appointment scheduling, physician plan of care, appointment changes, and schedule changes.
• Maintain patient confidentiality and privacy with dignity and respect.
• Ensure the schedule reflects vendor authorization, patient preferences, and aide location, keeping in mind the goal of continuous, uninterrupted service to the patient.
• Handle all escalated non-clinical patient and HHA inquiries and needs.
• Maintain proper documentation; logging events, progress, and items related to patient care activities according to department procedures

Qualifications:

• Must be bilingual in Spanish
• 3 years' case management or similar, experience required
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills, empathy and patience in working for the elderly population.
• Ability to deal with difficult or sensitive situations in person or on the phone.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to maintain a professional demeanor when handling employee issues.
• Knowledge of HHA Exchange is highly preferred.