At Houston Methodist, the Case Management Representative position is responsible for providing clerical assistance and data management support to the case management and social work department to facilitate efficient utilization of resources and discharge planning including referrals management, communication and collaboration with post-acute care providers, access to agencies and other community resources and transportation.
This position may perform some secretary duties and performs a wide variety of administrative duties of a higher complexity in support of Case Management operations.
In addition, the CM Rep position performs independent actions necessary to provide competent and professional assistance to meet the needs of social workers/case managers and patients.
This position also coordinates, oversees, records, and transmits information pertinent to the resource management of patients to next level of care providers.
PEOPLE ESSENTIAL FUNCTIONSServes as a department resource for questions related to case management activities.
Communicates in an active, positive, and effective manner to all interprofessional health care team members.
Reports pertinent patient care and family data in a comprehensive and unbiased manner.
Performs phone call and communication triage, troubleshoots and routes issues to appropriate individuals, assists in resolution of non-clinical issues as neededFacilitates and arranges acquisition of post-acute needs, as directed, and in collaboration with the clinical team. Follows payor/reimbursement practices and regulations that may impact the patient's plan of careProvides appropriate and timely communication, update, and documentation to the referring personnel to keep them informed of the status of the requestConducts self in a manner that is congruent with cultural diversity, equity, and inclusion principles. Contributes towards improvement of department scores for employee engagement, i.e., peer-to-peer accountability
SERVICE ESSENTIAL FUNCTIONSAssists the department in distributing required notices, including the Medicare Notice of Discharge to patients, securing signatures on the form from the patient or their legal representative, and answering questions regarding the appeal processDistributes the Medicare Notice of Discharges to identified patients, including capturing patient and their legal representative's signatures, answering any questions regarding the appeal processCoordinates with the clinical staff to prioritize placement requests. Provides necessary documentation to facilitate post-acute servicesAssists with clerical and clinical functions for patients, physicians, and staff. Provides administrative support as needed, including scheduling follow-up appointments, and confirming the provision or delivery or post-acute services or equipment
QUALITY/SAFETY ESSENTIAL FUNCTIONSParticipates in quality improvement initiatives and collects data for use in department performance improvement as directed. Maintains timelines for follow up and prioritization of department projects and tasksUpdates and maintains resources, information and database or directories elated to post-acute providers and insurance contacts to facilitate timely communication and coordination as needed
FINANCE ESSENTIAL FUNCTIONSInforms social worker/case manager of the patients' available benefits through insurance/managed care provider. Assists in providing community resources/services to uninsured patients as requested Case Management staffParticipates in reimbursement/certification and authorization-related activities as directed. Documents approvals and authorization numbers from payors. Logs communications and provides information to social workers and case managers, business office/patient access, etc. on insurance/managed care benefitsSupports and assists with concurrent insurance denials and appeals process, transmission of utilization reviews to insurance companies, coordination of peer discussions as directed by the clinical team. Documents authorization, approvals, and denials
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Maintains awareness of payor/reimbursement practices and regulations that may impact patient's plan of care and confers with care coordinators and social workers to prioritize placement requestsSeeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.EDUCATIONHigh School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)Associate degree preferred
WORK EXPERIENCETwo years of experience in any of the following: service recovery, insurance verification, working with patient information, having patient contact, and/or general health care coordination responsibilities within a healthcare environmentPrevious experience in hospital setting and/or Case Management
LICENSES AND CERTIFICATIONS - REQUIREDN/A
KNOWLEDGE, SKILLS, AND ABILITIESDemonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluationsSufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or securityAbility to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principlesSome knowledge of community resourcesMust be able to operate within a Microsoft Office environment.
Proficiency in MS Outlook and MS Word/Excel, knowledge of Medical TerminologyExcellent telephone, oral and written communication skills, time management and prioritization skillsAble to learn new skills effectivelyAbility to work independently while collaborating with other team members and exercise sound judgment in interactions with physicians, payors, and patients and their familiesStrong organizational and problem-solving skillsSUPPLEMENTAL REQUIREMENTSWORK ATTIREUniform NoScrubs NoBusiness professional YesOther (department approved) NoON-CALL**Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.On Call* NoTRAVEL****Travel specifications may vary by department**May require travel within the Houston Metropolitan area NoMay require travel outside Houston Metropolitan area NoCompany Profile:Houston Methodist The Woodlands Hospital opened in June 2017 as the eighth hospital in the Houston Methodist system. This 267-bed, 725,000-square-foot, full-service, acute-care hospital offers many of the same services as our flagship hospital in the Texas Medical Center. Also, on the beautiful hospital campus, located at the intersection of Interstate 45 and Texas State Highway 242, are two medical office buildings, which include a Breast Care Center; Cancer Center; infusion center; heart and vascular services; neurology; orthopedics and sports medicine; rehabilitation services; wellness services; an outpatient laboratory; and several other multispecialty physician practices. In January 2022, Houston Methodist The Woodlands opened Healing Tower a $250 million expansion project that added 106 beds, focused on medical-surgical and womens services, and provided nine operating rooms. The project also included the expansion of the endoscopy center, emergency department and diagnostic imaging department with an enhanced neurodiagnostic and interventional center.Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.Equal Employment OpportunityHouston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor priority referral Protected Veterans requested.

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