1. Serves as the Delegate to the Director of Hospital Care Management (HCM), including managing Outlook calendar (i.e. Accept/Decline/Reschedule meetings based on priority and availability).

2. Schedule meetings for the Hospital Care Management Director and Manager, based on availability and rescheduling other commitments, as needed.

3. Consistently and regularly manages phones call for the Department, and handling appropriately.

4. Consistently and regularly manages the Department fax machine, including shredding, scanning, and forwarding faxes as they arrive.

5. Manages incoming and outgoing mail for the Department; delivers mail to Leadership team, forwards mail for floor staff, and opens/files mail addressed to the Department and/or Utilization Management. Coordinate mail that requires additional postage, boxes, priority mail with the Mailroom and staff requesting mail assistance.

6. Maintains Department coverage on AMION/On-Call Application; checks for changes to coverage on a daily basis; update application for future coverage needs.

7. Updates the Department Coverage Calendar on the Department’s internal Sharepoint subsite for staff to reference.

8. Attends the Organization Safety Call each morning, and reports back any related safety concerns involving HCM to the Director and/or Manager of the Department; reports any HCM safety related concerns to the group during the call.

9. Records the daily HCM patient census, and keeps organized historical record of past census counts.

10. Regularly checks, maintains, and responds to emails in the Department’s Outlook inbox.

11. Serves as the primary contact for all internal and external department inquiries.

12. Create business cards for Department employees.

13. Serves as the Hospital Care Management account administrator for EQ Health Suite PASRR Portal, and creates/edits/deletes accounts as needed for HCM staff.

14. Frequently and regularly submits Help Desk/Server Request Tickets for a variety of needs, such as: Epic Provider changes, Epic faxing updates, Server Requests, Telecom Tickets, Hardware Tickets, Engineering/Maintenance, Key Requests, Badge Access Requests, Facilities Management, etc. Tickets are submitted on behalf of the Department and for Leadership team.

15. Coordinates UPL/carve out letter signature from Vendors/Partners and HCM Director/Manager; responds to letter request and organizes letters in Department files.

16. Primary contact for HCM billing inquiries and invoices; processes invoices in a timely manner and organizes invoices in Department files; uploads billing invoices to Department data management spreadsheet.

17. Orders, maintains, pays, and collects data on use of Vouchers (Taxi, RTD Bus, Bustang, and Pharmacy).

18. Orders and maintains CMS Forms needed for the Department.

19. Assists with blanket purchase orders for purchases and contracts via 1197, obtains appropriate signatures for approval and submits to purchasing and legal.

20. Purchase office supplies for the Department; maintains and organize current supply to ensure no wasted product and necessary supplies are always on hand in healthy amounts.

21. Coordinate Ergonomic evaluations with HCM Department staff and Human Resources; orders recommended products based on evaluation; files recommendations in Department files.

22. Maintains data tracking related to Department finances via spreadsheets; collects data to show productivity to Leadership team; creates charts and graphs comparing the data and displays on the HCM Financial Impact Visual Management Board.

23. Assist with Human Resource needs in the Department, including: upkeep and organization of electronic Employee Personnel Files based on Human Resource and Joint Commission requirements; archiving employee files as appropriate based on date of termination; completion of new employee onboarding checklist to ensure all accounts are created and ready prior to the employee’s start date; completion of employee termination checklist to ensure all accounts are terminated after termination date; scheduling interviews with job candidates and filing screening questions in Department Files; complete phone screenings of CMA candidates (as needed); request yearly appraisals from employees (including self-appraisals, peers appraisals, and compiling appraisals for supervisors, as needed) and saving to the Employee’s Personnel File; sending finalized EPAR to Human Resources; verify all employee licensure and certificates within the HCM Department semi-annually and upload to the Employee’s Personnel File.

24. Modify and manage Department owned Distribution Lists, Server Access, and PHI folder access (i.e. modify for new employees, terminated employees, promoted/transferred employees).

25. Modify and manage Department contact list and Organizational Chart (i.e. modify for new employees, terminated employees, promoted/transferred employees).

26. Serves as primary contact for Payer Source Communication portal requests (i.e. Medicaid Portal, EQHealth Portal, etc); assist with account creation/set up as needed.

27. Serves as the Department Notary for essential documents needing to be Notarized prior to discharge.

28. Assist with scheduling meetings for Medical Director of Hospital Care Management and Manager of Patient Flow, as needed.

29. Schedules department meetings and takes meeting minutes (i.e. All Staff Meetings, Social Work Length of stay, MCG Webinars, educational sessions, etc.); uploads meeting minutes to Sharepoint and/or sends out document to the entire Department.

30. Regularly updates Department Emergency Response Text system with current employee contact information.

31. Maintain and organize Department files, such as KEPRO appeals, Contracts, Manuals, etc.

32. Keep daily tracking of the Hospital Capacity Management Plan based on hospital wide census and patients boarding in the Emergency Department; ensures follow up steps have taken place per guidelines.

33. Coordinate Department functions, such as Vendor Fairs, Webinars, Lunch and Learns, Holiday Parties, etc. by reserving appropriate room space, contacting vendors, IT set up, room set-up, and room break-down.

34. Serves as the Site Manager on PolicyStat in order to assist with editing/revising HCM Department policies as they come due and/or when updates within the policy occur.

35. Be knowledgeable and well-practice on Utilization Review phone line, Notice of Admission workqueue requests, and fax line to ensure timely delivery of insurance review requests.

36. Be knowledgeable and well-practice on duties of the floor CMA to assist with coverage and/or problem solving difficult discharges, as needed.

37. Be knowledgeable and well-practiced on duties of Durable Medical Equipment (DME) CMA in order to assist with coverage and/or problem solving difficult orders, as needed.

38. Train new CMAs that start in the Department on the floor and for Utilization Review processes.

Performs other duties as assigned.

Knowledge, Skills and Abilities

1. Ability to manage/prioritize several small projects and/or phases of large projects simultaneously.

2. Ability to communicate orally and in writing in a thorough, clear, and pleasant manner.

3. Excellent interpersonal skills.

4. Strong analytical skills.

5. Ability to stay flexible with changing priorities.

6. Work effectively in a fast-paced environment, adjusting to multiple changing priorities.

7. Ability to work under pressure and meet tight deadlines.

8. Be highly organized with an emphasis on maintaining focus on the details.

9. Ability to work independently with general supervision, but knowing when to involve stakeholders in the process.

Computers and Technology

1. Technical proficiency sufficient to effectively perform these activities, including demonstrated skills in Outlook, Word, Excel, and PowerPoint.

2. Knowledge and experience with office machines (i.e. copier, fax, scanner, telephone), computers, software (i.e. word processing, spreadsheets).