Care Coordinator

THE ROLE

Care Coordinators are an important part of the operational engine of the Daymark Care Team. In this role, your primary responsibility is to ensure the right visits happen with our Nurse Practitioners and Registered Nurses at the right time, in the home or over video. You will also be a warm, reliable voice for patient communication and handle some of the administrative work that keeps care moving, such as medical records requests and faxing. This is a fast-paced, highly collaborative role for someone who takes pride in details and cares about the people behind every appointment.

WHAT YOU'LL DO

• Schedule and manage in-home and virtual visits for the Nurse Practitioners and Registered Nurses you support, optimizing provider calendars and minimizing gaps. Handle on-the-fly scheduling adjustments due to cancellations or changes in patient or provider availability, ensuring continuity for the patients and proactive communication to the team.
• Coordinate with patients and caregivers to schedule, confirm, and reschedule visits, and to close the loop on missed appointments or overdue follow-ups. Support virtual visits by providing basic technical support to patients who may need assistance.
• Develop a working knowledge of your assigned patient panel, including clinical priorities, recent activity, and upcoming needs, and use it to prioritize visits, surface patient needs to providers, and conduct proactive outreach.
• Provide coverage for inbound patient calls resolving scheduling and logistical questions and warm-transferring other questions or concerns to the appropriate team member.
• Process medical records requests in line with HIPAA and Daymark policies, and send and receive faxes accurately and securely.
• Maintain a high standard of operational excellence, including clear documentation in our EHR and other systems, adherence to Daymark's policies and procedures, and tracking and meeting any expected deadlines or productivity metrics.
• Work flexibly across the Care Team to support coverage and urgent needs as they arise.

WHAT WE ARE LOOKING FOR

• Experience. 3 years of experience in medical office administration, patient scheduling, care coordination, patient access, or a similar healthcare setting. Experience in oncology, home health, or a virtual care model is a plus.
• Calendar management savviness. You can juggle multiple calendars, competing priorities, and last-minute changes without losing track of the details all while remaining calm under the pressure. You think ahead about what each patient and provider will need.
• Communication Skills. You are warm, patient, and clear on the phone, including with patients and families who may be anxious or overwhelmed. You keep teammates in the loop, ask for help when you need it, and work well with clinical and non-clinical colleagues alike.
• Organized and detail-oriented. You are accurate with documentation, careful with protected health information, and comfortable with tasks like records requests and faxing that need to be done right.
• Bias to action. You don't wait to be told what to do. You spot what needs attention, prioritize it, and make sure it gets done, and you know when to escalate.
• Comfort with technology. You are proficient with EHR systems and comfortable with Slack, Zoom, and the Google Suite. You pick up new tools quickly.

ADDITIONAL INFORMATION

Compensation Range: $50,000 - $60,000 USD

Location: Fully onsite (5 days a week) in Providence, RI; 8:30am - 5:00pm.