FQHC Enhanced Care Manager

Job Function Summary:

Involves providing non-clinical support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient satisfaction, and to optimize care and outcomes. Acts as a communication liaison to understand the patient's non-clinical individual needs, desires, and concerns. Guides the patient and family to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience.

Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determines solutions.

Serves as a non-clinical resource and liaison for patients and their families. Assists with navigating all aspects of the healthcare system. Uses knowledge of the unit or clinic to resolve issues and identify ways to increase patient satisfaction. Collaborates with department managers to meet patient expectations, achieve quality outcomes and build a patient focused culture.

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

30

Yes

Patient & Family Engagement / Support

• Serve as a primary point of contact for families for care coordination and navigation needs.
• Provides support during patient stay or clinic visit.
• Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.
• Addresses patient grievances at point of service.
• Identifies appropriate resource as needed.
• Investigates patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.

30

Yes

Care Coordination

• Develops library of resources, and orientation information for patients.
• Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.
• Anticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate care in alignment with patient's needs.
• Liaisons with departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice's scheduling requirements.

30

Yes

Documentation, Data & Program Support

• Analyzes patient satisfaction reports and metrics to identify areas for improvement.
• Collaborates with managers and colleagues across the healthcare system to formulate and implement changes to processes and / or action plans.
• Collects, evaluates and presents meaningful use and / or relevant operations data and metrics for leadership.
• Establishes recommendations for follow up and action plans for improvement.
• Participates in medical center committees or task forces and other special projects as required to support improvements in the patient experience.
• Contributes to creating new marketing tools and follow-up surveys to increase patient awareness and positively impact overall business.
• May participate on teams for improvements in clinical applications, in conjunction with workflows.

10

Yes

• Other duties as assigned

100%

Education

Req / Pref

Certifications

Req / Pref

Education

Req / Pref

Certifications

Req / Pref