POSITION SUMMARY

Reporting to the Manager, Care Management the Clinical Care Coordinator assesses, develops, implements, coordinates and monitors care plans for selected population facilitating patient movement throughout the continuum of care to include patient admissions and discharges both within the treatment facility and in the community. Assumes a leadership role within multi-disciplinary teams to achieve quality, clinical and financial outcomes.

Principal Duties:

1. Assesses needs of the patient and identifies, arranges and coordinates the appropriate care/treatment and discharge plan for patients.

2. Performs a clinical assessment and discharge screening for all of patients in assigned case load.

3. Collaborates, as a member of the multi-disciplinary team, in the development, implementation and monitoring of a comprehensive plan of care for assigned patients.

4. Obtains ongoing certification of continued stay for clients as well as organization in collaboration with physicians and support staff.

5. Reviews and monitors assigned cases daily for appropriate admission, appropriate use of resources, quality of care based on severity of illness/intensity of service indexes and length of stay per diagnosis and/or prognosis.

6. Supports business operations by processing all benefits, enrollments, applications and re-certifications as needed to ensure continual funding.

7. Develops innovative and creative discharge planning activities.

8. Evaluates the appropriateness and quality of care by utilizing clinical pathways and/or protocols.

9. Collaborates in continuous quality improvement initiatives including referral of appropriate cases to Quality Improvement Department.

10. Identifies and supports initiatives to improve the care system's length of stay, quality of care and appropriate use of resources.

11. Participates in collaborative clinical pathway development, application and revision.

12. Provides on-going community awareness to services including distributing information to feeder agencies and at public events.

13. Performs departmental administrative duties.

14. Attends management team meetings as required.

15. Completes information for monitoring quarterly and annual utilization review and other reports.

16. Does related work as assigned.

Customer Service:

1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.

3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.

5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.

Commitment to Co-Workers:

1. Offers assistance to colleagues and other departments when needed.

2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.

5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department.

Communication Etiquette:

1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.

2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3. Does not text or use e-mail during meetings (except for exigent or emergency situations).

4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8. Always mindful of voice and language in public.

Self Management:

1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3. Completes mandatory, annual education and competency requirements.

4. Follows UM CAP safety, infection control and employee health standards.

5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6. Adhere to all UM CAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.

7. Reviews, signs, and adheres to UM CAP and/or departmental confidentiality statement.