Care Coordinator Assistant

Special Needs Program (SNP)

The Special Needs Program (SNP) provides care coordination and co-management for children with medical complexity due to multiple chronic conditions. The Care Coordination Assistant (CCA) partners with Nurse Case Managers and the clinical team to provide support and coordination services.

Essential Functions

• Facilitates continuity of health care for participants in the Special Needs Program by planning and exchanging information with provider staff (MDs/PAs/RNs/MAs) and other school, community health and social service agencies while preserving confidentiality.
• Provides linkages to local services in response to identified needs of patients.
• Demonstrates skills in creative problem-solving, and has knowledge of the assets and challenges of the Special Needs population they are serving.
• Works closely with the Family Resource Center and Social Work to facilitate appropriate referrals.
• Trikes family calls, follow ups with appointments, forms needed and resources and communicates to RN/provider as appropriate.
• Initiates proactive monthly telephonic communication with patients/families to assess needs and follow up on ongoing issues.
• Provides education for patients/families using the Special Needs Bridge to Independence curriculum.
• Affords assistance with scheduling patient’s appointments and diagnostic testing through the use of the computerized scheduling system and its components.
• Maintains and records appropriate documentation in electronic health record for each family and healthcare related contact.

Legacy Essential Functions

• Organizes, attends and records family care conferences.
• Utilizes the electronic clinical information systems to obtain information and document clinically related activities.
• Takes accurate messages and triages calls as appropriate.
• Treats patients, families, providers, visitors and co-workers courteously, and with respect.
• Contacts insurance companies and review agencies to initiate prior approval for supplies, medications, clinical care and diagnostic tests.
• Communicates with providers and staff to support and maintain optimal coordination.
• Maintains confidentiality in handling all patient and program related matters.
• Attends home visits where appropriate.
• Attends SNP staff intake meetings and relevant and required training.

Education & Experience

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) required.
• Associate's Degree preferred or Bachelor's Degree preferred.
• 2+ years of experience in a related field with an emphasis on customer service required.
• Scheduling experience preferred.
• Experience with electronic medical records and Microsoft applications including Word and Excel required.
• Experience working with families of diverse ethnic, cultural and socioeconomic backgrounds strongly preferred.

Knowledge, Skills And Abilities

• Proficient data entry skills with accuracy and speed.
• Knowledge of the needs of low-income families and coping styles of families under stress.
• Ability to navigate, coordinate multiple services, prioritize and multi-task to meet the needs of patients, parents, physicians and other hospital staff.
• Effective communication skills (oral and written) necessary for assessment of health concerns and referral for appropriate service delivery.
• Ability to effectively interact with health team members and members of the community.
• Demonstrated teamwork within the department and community by assisting other staff members and/or organizations as necessary.
• Organizational skills necessary to maintain records coordinate clinic appointments and prioritize work independently.
• Ability to concentrate and pay close attention to detail.

Patient Care Responsibility

Provides care appropriate to patient population and as described in applicable policies and procedures.

Required for All Jobs

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job. Employment is at-will. This document does not create an employment contract, implied or otherwise. Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law. Certifications/Licenses: Not specified.