POSITION TITLE: Case Management Support Specialist

DEPARTMENT: Patient Services

PAY GRADE: 9

FLSA STATUS: Non-Exempt

ESC CODE: 43-6013

FUNDING SOURCE: IHS 

Position Summary:

This position is responsible for providing support to the front desk and patient care teams. The Case Management Support (CMS) Specialists is often be the first line of contact for each patient. The CMS Specialists will be cross trained to manage the front desk, provide support to patient care teams, fill in for outreach and enrollment and travel assistants, as needed.

This position requires compliance with Health Center’s compliance standards, including its Standards of Conduct, Compliance Program, and policies and procedures. Such compliance will be an element considered as part of the position’s regular performance evaluation.

Essential Functions:

1. Assure the readiness of the reception area for each working day; opens the building at the designated time and have all front desk activities fully operational at the start of business hours. Maintains patient waiting areas, water dispenser, office files, and front-desk areas in a manner that is organized and neat.
2. Serve as the primary contact between the patient and the patient care team: answers telephone and greets visitors; takes messages; makes appointments; refers to appropriate personnel; provide effective and efficient schedule coordination, verbal and written communication, information research and transfer, and system care coordination with the patient including Purchased/Referred Care; and, serves as liaison and referral to community resources, and follow up with customer-owner on coordination of care issues.
3. Provides staff support for the patient care team: sorts and distributes mail; maintains office equipment; maintains office and medical supply inventory and reorders as needed; and, maintains team files and records.
4. Respond to emergencies in a calm manner and work with patient care teams to adjust schedule as needed to accommodate emergency patients.
5. Exercise diplomacy and tact to provide excellent customer service for patients; practice confidentiality and privacy protocols in accordance to YCHC policies and HIPAA requirements.
6. Respect and maintain privacy and dignity of patients; assure patient confidentiality at all times.
7. Assist patients or family members with completion of pre-registration forms.
8. Upon check-in, review and confirm all patient information is accurate. Update and correct errors on demographic and insurance information in the patient’s electronic health record.
9. Refer patient billing questions, concerns and/or requests for payment arrangements to the Finance Manager.
10. Screen patients for insurance and Medicaid eligibility, refer eligible uninsured patients to the Benefit Coordinator for assistance in applying for alternative resources such as Medicaid, Medicare, Denali kid care, etc.
11. Screen and manage empaneled providers schedules; schedule appointments in electronic health record (EHR), including automated appointment reminders.
12. Provide outreach to schedule patients for preventative panel management.
13. Schedule lists of patients for specialty clinics as directed by case managers and providers.
14. Assist patients with completing clinical care paperwork, as needed.
15. Support patient teams with administrative tasks, including scanning and faxing as needed.
16. Draft patient letters for providers and case managers with communication to patients and other entities as needed.
17. Adhere to YCHC policies on safety and security; maintain restricted areas safe by safeguarding access of secure areas and computer system passwords in strict confidentiality
18.  Assists in pulling data needed for UDS reports as assigned.
19. When short staffed, the CMS Specialist may be required to fill in for absent staff and assume additional duties on a temporary basis. Such duties may include picking up and delivering, mail and labs; logging and distributing incoming and outgoing mail; maintaining the postage meter with adequate funding, scheduling patient appointments for specialty clinics for local and off-site appointments, etc.
20. Must comply with federal laws and regulations as required by the Health Insurance Portability and Accountability Act (HIPAA).
21. Performs related duties.

Knowledge, Skills and Abilities:

• Knowledge of HIPAA and the Privacy Act of 1974.
• Knowledge of medical terminology and patient case management/care coordination services.
• Knowledge of modern office practices and procedures.
• Knowledge of eligibility requirements and acceptable documentation.
• Knowledge of patient registration principles.

• Knowledge of modern office practices and procedures.
• Knowledge of the correct and effective use of English, including grammar, spelling, and punctuation.
• Knowledge of assigned department’s policies and procedures.
• Knowledge of computers and job-related software programs.
• Knowledge of customer service principles.
• Ability to work with personal computer and utilize a variety of software applications, including database and office software systems.
• Ability to communicate clearly and effectively, both orally and in writing, using tact and sensitivity.
• Ability to organize the multiple demands of the job and able to accommodate changing needs of the department.
• Ability to work well under pressure with minimal supervision.
• Skill in prioritizing and organizing work, and maintenance of files and records.
• Skill in the provision of customer services.
• Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.
• Skill in oral and written communication.

Work Environment/Physical Demands:

The work involves moderate risks or discomforts that require special safety precautions, including exposure to contagious diseases. Employees may be required to use protective clothing, such as masks, gowns, coats, boots, goggles, gloves, or shields.

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. The employee must be able to read, write, speak and hear.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory and Management Responsibility:

This position has no supervisory responsibility or authority.

Minimum Qualifications:

• High school diploma or equivalent.
• Three (3) years of related experience performing similar duties in a clinic setting.
• Full COVID-19 vaccination required unless a documented medical or religious exemption is approved.
• Possession or ability to readily obtain a valid driver’s license issued by the State of Alaska with a clean driving record.
• Must successfully pass a criminal and background check.

Disclosures:

We welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

THE YAKUTAT TLINGIT TRIBE IS A DRUG FREE WORKPLACE. THIS POSITION MAY BE SUBJECT TO RANDOM DRUG TESTING AND CRIMINAL HISTORY CHECK.

Preference will be given to qualified Alaska Native and/or Yakutat Tlingit Tribal Member candidates.

NATIVE AMERICAN PREFERENCE WILL BE APPLIED TO HIRING OF THIS POSITION AS DEFINED IN TITLE 25, US CODE, CHAPTER 14, SUBCHAPTER V, SUBSECTION 273 AND 274. WE ARE AN EQUAL OPPORTUNITY EMPLOYER WITH PREFERENCE GIVEN TO QUALIFIED NATIVE AMERICAN/ALASKA NATIVE APPLICANTS IN ACCORDANCE WITH FEDERAL LAW AND TRIBAL POLICY.