Posting Note: Care Coordinator (Remote – AZ Residents Only)

Position Summary:
This role is responsible for providing comprehensive care coordination for a large pediatric population within Maricopa County. The Care Coordinator supports patients and families by connecting them to medical, behavioral health, community, and government resources, ensuring continuity and quality of care.

Work Environment
Remote position with occasional in-office expectations
Candidates must reside in Arizona (community knowledge preferred)
Standard schedule: 8-hour shift starting between 7:30 AM – 8:30 AM

Key Responsibilities
Conduct proactive outreach to patients and families to assess care needs (not solely referral-based)
Coordinate services across medical, behavioral health, school systems, and community resources
Manage incoming referrals and ongoing care coordination activities
Support population health initiatives (e.g., well-child visits, immunizations, chronic conditions such as asthma)
Build rapport and engage patients/families telephonically
Ensure timely follow-up, documentation, and case management

What We Are Looking For
Experience in healthcare support roles
Strong phone-based communication and patient engagement skills
Proven ability to multitask in a fast-paced environment
Highly organized with strong time management and follow-through
Self-motivated with the ability to work independently
Comfortable adapting to new processes and managing changing priorities

Key Success Factors
Ability to build trust and relationships quickly over the phone
Strong critical thinking and problem-solving skills
High level of accountability and ownership of caseload
Comfort with proactive outreach to patients

Care coordination involves deliberately organizing patient care activities and sharing information among all the participants concerned with a patient`s care to achieve safer and more effective care. The goal of care coordination is to facilitate the appropriate and efficient delivery of health care services both within and across systems. Fostering a patient-centric approach, recognizing and respecting the diverse cultural backgrounds, beliefs, and values of patients, and tailoring care navigation services accordingly. Care coordination improves both patient satisfaction and health outcomes. Care Coordination is a truly collaborative approach. Care Coordinators are excellent problem-solvers who are dedicated for finding the best solution to their patients’ needs. They have strong research abilities that enable them to seek out resources related to each client’s specific life situation. Care coordinators are highly organized and efficient, allowing them to serve as many clients as possible without sacrificing personalized attention and enjoy taking initiative to improve their patients’ quality of life.

• Care Management Support
  
  A) Provide outreach to care management candidates and completes appropriate needs assessment.
  B) Identify potential gaps in patients medical, social, developmental, behavioral, and educational domains as well as in their informal support system (s). Once identified, think outside of the box to fill these gaps and meet patient/families needs.
  C) Serves as the main point of contact for patients/families participating in services. Serve as an advocate for patient and family needs.
  D) Send patient/family verified educational materials, programs, and community resources.
  e) Assist with obtaining/sending referrals, scheduling appointments, and completing follow up.
  f) Document all patient interactions in the Pediatric Care Constellation (PCC) system.
  g) Successfully coordinate with Social Services and RN on the team regularly to assure needs are met.
  H) Coordinate provider orders with agencies to ensure successful receipt of medically necessary care and equipment.
  I) Provide general insurance, program (DDD, ALTCS) information to support goals. Refer patient/family to appropriate programs as needed.
  J) Support and collaborate with schools for IEP/504 plans.
  K) Collaborate with physician offices/staff to meet patient needs and goals.
  L) Seeks advice from peers and CN Lead when guidance is required.
• Provider Collaboration
  
  a) Assigned to community pediatrician practices to build mutually beneficial relationships to meet the needs of patients and families.
  b) Establishes and maintains positive relationships with Network providers and collaborates with physician office staff to meet patient needs and goals.
• Customer Service
  
  A) Communicates clearly in both written and verbal communications with all internal and external customers.
  b) Ability to verbally de-escalate upset patient/family members and deal with difficult conversations.
  c) Recognize and utilize appropriate verbiage and tone over the phone to facilitate engagement and professional patient/family relationships.
  d) Responds to voicemails, emails, and text within 24 hours or one business day.
• Education
  
  A) Ongoing participation in required and voluntary educational programs to maintain and improve upon current skills and competency levels.
• Performs miscellaneous job related duties as requested.
  

To advance hope, healing and the best healthcare for children and their families

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable