Care Advocate

About the role

Care Advocates at Kelsey-Seybold Clinic are primarily responsible for acting as liaisons between high-risk patients and the medical care team/provider. They work with patients for a defined period, conducting telephonic assessments and documenting findings for the medical care team.

Responsibilities

• Member Outreach: Responsible for post-discharge screenings via telephonic outreach, including but not limited to: Social Needs, Medication Adherence, ADL, Depression, and Condition Specific Screenings.
• Educates patients on open care gaps, needed appointments, community resources, and discharge instructions.
• Researches and enrolls patients in outreach programs and schedules necessary labs, appointments, and testing.
• Utilizes a "warm transfer" method when transferring a patient to another department.
• Prioritizing Worklists and Timeliness: Runs daily reports in EPIC and prioritizes outreach tasks. Monitors patient list and pending tasks/outreaches, using time wisely and minimizing wasteful actions.
• Documentation/Communication: Documents outreach and intervention accurately in the medical record. Corresponds with PCP/specialist and medical director as needed via email, staff messages, and EPIC secure chat. Responds in a timely manner to email and staff messages. Coordinates with vendors (Home Health and DME) when home services and DME devices have not arrived on time. Escalates clinical concerns to medical leadership.
• Department Development: Communicates patient/program needs back to leadership. Contributes and participates in departmental process improvement plans.
• Regulatory: Adheres to Kelsey Seybold Clinic and departmental policies and guidelines. Demonstrates Kelsey Seybold Clinic Values and Mission. Seeks guidance and clarification if unsure how to proceed.

Requirements

• High School diploma or GED and Graduate from an accredited Medical Assistant program or school
• 3+ years of experience at a health care insurance company or medical clinic
• EMR use experience
• Proficient with computer applications that include, but are not limited to: Microsoft Word and Excel
• Proven ability to communicate and collaborate with colleagues, physicians, nurses, health plan staff, and other healthcare personnel
• Proven ability to communicate verbally and in writing with physicians regarding patient needs
• Proven good Alpha/Numeric data entry skills with minimal errors
• Demonstrates solid multitasking, problem solving & analytical skills
• Proven detail oriented with good verbal and written communication skills, interpersonal skills, and ability to work effectively in a fast-paced work environment
• Proven ability to communicate with all levels of Management
• Proven excellent organizational skills
• Proven ability to prioritize and work independently

Preferred Qualifications

• Medical Assistant Certification
• Certified or Registered Medical Assistant
• 2+ years of experience with customer service/outbound calls
• Experience working with home health or DME
• Proficient with EPIC EMR
• Medical Background: Health Coach, Community Health Worker, etc