Position Title:             Intake and Care Coordinator

FLSA:                          Non-Exempt

Reports To:                 Director of Programs

Supervises:                This position does not supervise any other employees

Date Issued:               October 2020

Date Revised:            September 2023

Primary Function:

The role for Thrive by Three (TBT) Intake and Care Coordinator is to centralize intake and care coordination for the Thrive by Three Program.   The coordinator ensures that patient intake information is accurate and completed, processes related referrals, assists with coordination, follow-up, and closure of outstanding referrals.  

 The coordinator functions as an integral member of a multidisciplinary team to provide care coordination services that link women, throughout pregnancy until 6 months postpartum and babies up to the age of three, to essential services.  The Intake and Care Coordinator works closely with the Thrive by Three and the Family Planning team in providing excellent customer service, improving process flow, supporting operational integrity, and performing data entry tasks.

Essential Duties and Responsibilities:

 1. Recruit Targeted Individuals:

1. Recruit targeted individuals into the Thrive by Three Program and identify eligible participants for Centering Pregnancy 

2. Facilitate Program Sessions and Patient Education:

1. Support the Women’s Health Program Coordinator in facilitating Centering Pregnancy sessions, focusing on educating patients on safe sleep, benefits of breastfeeding, and family planning.
2. Collaborate with clinical staff to provide patient education on preventative health and self-assessment activities.

3. Outreach and Marketing:

1. Supports the Community Health Worker in outreach and marketing opportunities to increase program visibility, promote access to services, enhance health awareness, and improve health literacy.

4. Community Engagement and Advocacy:

1. Maintains working relationships with local schools, youth groups, and civil groups to provide program information.
2. Serve as a patient advocate to link patients to services, solve access issues, and resolve potential billing issues.
3. Conduct assessments to identify the need for tangible resources, distribute them as necessary, and ensure accurate documentation in EHR and program inventory.

5. Resource Assistance and Data Management:

1. Assist patients, providers, and other team members in identifying community resources.

6. Reporting and Documentation:

1. Prepare monthly reports to document coordination efforts and outcomes.
2. Manage 'No Show' reports, including follow-up calls to reschedule missed appointments for Thrive by Three.
3. Document program outcomes to collaborate in writing and submitting grant report submissions.
4. Provide service reports as requested by supervisor or funder.

7. Collaboration and Coordination:

1. Work closely with program staff to align deliverables, required resources, work plans, and timing of initiatives.

Nonessential Functions: 

1. Retrieves voicemails and messages from patients and enters EMR and routes appropriately.  
2. Participates in team/staff meetings; monthly meetings with Managed Care Organizations; and attends service meetings and applicable workshops. 
3. May attend outreach events such as health fairs and community parenthood workshops to provide health education. 
4. Performs clerical duties such as filing, photocopying, and collating. 
5. Perform other duties assigned by supervisor.

Core Values: 

Quality, Respect, Teamwork. Equity, Integrity, Passion 

Supervisory Responsibility   None 

 Managerial Responsibilities  None 

 Minimum Qualifications 

1. High School diploma, GED, or equivalent certification of competency, completion of vocational training in medical assistant trade, and two (2) years of work experience such as described in the essential work tasks of the job description.  
2. Must be bilingual in English and Spanish 

Substitutions 

Any combination of education and experience. Incumbent may utilize either of the following options as a substitution to qualify: 

1. High school diploma, GED, or equivalent certificate of competency and 4 years of work experience such as described in the essential work tasks of the job specification.  

Competencies Needed 

Accountability – Meets established expectations and takes responsibility for achieving results; encourages others to do the same. 

Internal/External Stakeholder Management – Ability to focus both internal and external stakeholders simultaneously. Identifying all people or organizations impacted by the program and its projects, and documenting relevant information regarding their interests, involvement, impacts heavily on program and project success. 

Knowledge Management – Knowledge base and understanding of the organization and its business practices—as well as familiarity with technologies used in the projects within the program. 

Project and Process Management – Ability to manage projects, plan, prioritize. Appling knowledge, skills, tools, and techniques to project activities to meet project requirements.   

Reporting - Drafts, runs, and distributes reports. Provides overview and communicates report findings. 

 Work Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  

Physical and Mental Demands 

1. Sit in a stationary position for approximately 50% of the time.
2. Adapt effectively to stress and pressure.
3. Occasionally move within the office to access filing cabinets and office equipment.
4. Regularly operate computers and office machinery like calculators, copiers, and printers.
5. Frequently communicate with vendors and colleagues, exchanging accurate information.
6. Move office equipment weighing up to 25 pounds.
7. Perform various tasks, often switching between them.
8. Work amid interruptions and distractions.
9. Quickly adjust priorities as needed.
10. Interact professionally with colleagues in different contexts.
11. Discern sounds effectively.
12. Convey detailed spoken instructions accurately and, when necessary, loudly, or quickly.
13. Judge distances and spatial relationships accurately.
14. Analyze, count, summarize, and synthesize information from multiple sources.
15. Recognize social and professional behavioral cues.

Language Skills 

Ability to read and interpret written or verbal documents and instructions in both English and Spanish. Ability to speak effectively to patients, employees and/or stakeholders of the organization. 

Travel 

Must be able to drive between Greater Baden Medical Services sites.