Care Manager, Telephonic Nurse

Role Overview

• help to ensure optimal continuity of care for patients transitioning into and out of our services.
• be a CenterWell Home Health representative in supporting patients who have been discharged from service or for those who may need post-acute services.
• navigate healthcare options; care services post-acute offerings, Medicare coverage, billing issues, and accessing healthcare resources.
• use a variety of tools and methods to quickly provide patient options and education including but not limited to sites of service, specialty offerings, post-acute care, and other related questions.
• handle a variety of customer issues including location lookup, directions, and complaints.
• make clinical level of care determination based on discussion, medical records, and any other important clinical data.
• match these needs to a service site location or, if not available, look up and provide alternative services.
• be a customer advocate throughout the referral process to ensure timely response and to maximize referral to admission conversion rate.
• follow-up and track referral and admission outcomes.
• maintain awareness and orientation to department performance objectives, meets standards, and assures patient satisfaction goals are met.
• assist in the admissions process by acting as an ambassador for patients who meet the admissions requirements.
• focus on placing the right patient to the right care setting at the right time
• adhere to and participates in Company's mandatory training which includes but is not limited to HIPAA privacy program/practices, Business Ethics and Compliance programs/practices, and Company policies and procedures.

Requirements

• Associates Degree required. BSN preferred.
• We require a compact state RN license.
• Business needs may require additional state licensures be obtained.
• At least 3 years post-acute nursing experience.
• Home health or hospice experience preferred.
• Knowledge of home health, hospice, and palliative care services.
• Learn and master information related to locations and services of clients.
• Analytical and can problem-solve.
• Excellent verbal and interpersonal skills.
• Communication with empathy over the phone.
• Must read, write and speak fluent English.
• Current CPR certification.

Benefits

• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance and many other opportunities