Virtual Care Manager

The Virtual Care Manager is responsible for the operational functions of a specific navigation program. Using clinical, administrative, research and educational standards, the Navigator facilitates the coordination of care for patients through the continuum based on their diagnosis or procedure which may include but is not limited to ensuring follow-up with physician offices, scheduling of necessary diagnostic procedures providing education and emotional support throughout the path of care or designated timeframe. All responsibilities are carried out in accordance with the mission, vision, strategic imperatives and standards of CCC.

Minimum Qualifications

Minimum Education: AA or AS degree, BS preferred

Minimum Years of Experience: 5 Years in Cardiology. Research background is preferred
Required Training: None.

Essential Functions

• Works in a cooperative manner, which fosters relations between employees and patients, patients’ families, visitors, fellow employees, and the medical staff.
• Accepts the chain of command, supervision, and constructive criticism.
• Exhibits commitment and pride through personal example by positively speaking about the department, organization, employees and guests.
• Contributes to teamwork and creates harmonious, effective and positive working relationships with others.
• Respects, understands, and responds with sensitivity to employees and guests by treating others as one would wish to be treated.
• Resolves conflicts and problems-solves by remaining calm when confronted, attempting to identify solutions or referring person to appropriate authority and attempting to deliver more than is expected.
• Maintains confidentiality by:
• a. Discouraging gossip.
• b. Using discretion when discussing patient, work, or LMC-related information with others.
• Coordinates, monitors and role models the delivery of care to specified patients in the outpatient setting by incorporating process improvement initiatives to achieve desired outcomes for patients and their significant others.
• Receives and triages new referrals to the program.
• Coordinates the scheduling of outpatient appointments and inpatient procedures to ensure and smooth and timely flow of care.
• Acts as a patient advocate
• Assesses patient’s understanding of their diagnosis and therapeutic options and intervenes or makes referrals as necessary.
• Assesses patient satisfaction with program framework, processes, and outcomes.
• Provides assistance to patients by means of ongoing patient education to facilitate optimal understanding of health regimens.
• Serves as a facilitator for support groups when needed and provides educational offerings.
• Maintains patient confidentiality and respects patient privacy and Patient’s Bill of Rights.
• Demonstrates knowledge of organizational initiatives and assists in attainment of goals as appropriate.
• In pursuit of excellence and service, demonstrates desire and effort to be a role model as evidenced by the following:
• a. Identifies self-development opportunities.
• b. Demonstrates and maintains competence in clinical area.
• c. Establishes measurable goals.
• d. Serves as community ambassador and educational speaker on relevant health issues and topics when needed.
• Evaluates, selects, utilizes, and accounts for material resources with appropriate consideration for patient needs, office policies and procedures and budgetary constraints in collaboration with the Director of clinical services.
• Evaluates potential outcomes relative to resource utilization in collaboration with Clinical Director

Duties & Responsibilities

• Identifies and evaluates product needs in collaboration with Clinical Director.
• Collaborates with physicians and ancillary services regarding coordination of care.
• Provides input into selection of equipment and materials. Utilizes equipment and resources efficiently.
• Participates in the identification of appropriate educational programs for patients and staff development and collaborates with appropriate departments to meet these needs.
• Effectively uses electronic, verbal, non-verbal, written, and interpersonal communication skills in a clear and concise manner to ensure appropriate understanding and response.
• Serves as a liaison for providers within the program framework.
• Communicates effectively with other health care team members.
• Demonstrates timely communication of unexpected patient events/issues to appropriate persons.
• Keeps physicians and other health care team members informed of program activities.
• Maintains required records, database, and reports.
• Teaches patient and family in an understandable manner, information needed for the patient to be able to manage self-care or family-supported care.
• Communicates with peers to share knowledge and skills.
• Communicates using the chain of command when mutual understanding and/or consensus on patient care or operational issues are not achieved.
• Performance Improvement: Identifies opportunities to improve patient care, health care practice, and interaction with healthcare partners; and initiates and/or participates in development of action plans to achieve desired outcomes in collaboration with department leader.
• Participates in quality assessment and improvement activities within the organization and department.
• Participates in interdisciplinary monitoring and evaluation of patient care.
• Serves as a task force member when needed to improve processes.
• Assesses provider satisfaction with program framework, processes, and outcomes.
• Demonstrates responsibility for achievement of identified patient outcomes.
• Identifies opportunities for system improvement that enhance the delivery of patient centered care.
• Demonstrates competence to provide care for the designated patient population.
• Performs all other duties as assigned.

It is the Policy of CVL to ensure equal opportunity to all Team members, applicants or any other covered persons in all employment matters, including but not limited to recruitment, hiring, placement, compensation, benefits, training, promotion, transfer. CVL does not discriminate against any qualified individual because of actual or perceived race (including traits associated with race, for example, hair texture and protective hairstyles such as braids, locks, and twists), color, creed, religion, age, national origin, ancestry, citizenship status, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, citizenship status, work authorization status.