Posting Note: As a Telephonic Care Navigator, you will have the opportunity to work from home, providing outbound calls to our patients, ensuring that the parents have the health services for their child. There are an array of services that you will provide via phone: facilitate appointments, provide advocacy services, research medical needs based on a diagnosis, etc. Your tenacity, creativity, computer, and research skills will be an asset as you fulfill our PCH mission of hope, health, and healing. If you are a self-directed individual, enjoy working via phone 90% of the time, comfortable meeting target goals, have strong computer skills working from home, and have a passion to provide optimal customer service to children and our families please apply! Schedule: M-F 8:00 - 5:00 Location: Work from home; less than 5% requirement to work on-site for an occasional meeting) 3200 Camelback, Phoenix, AZ Requirements: Previous experience working in the medical field -2 years. Strong computer skills (MS Suite proficiency), excellent communication skills, research, and follow-up skills to resolve issues. Knowledge of Medical Terminology, previous Outbound Telephone skills (meeting target goals) in the medical field, and bi-lingual (English/Spanish) preferred.

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. 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.

1. Care Management Support
   • a) Verifies insurance eligibility as needed and performs. validation checks to ensure accurate contact information
   • b) Verifies demographic information for the purposes of coordinating communication.
   • c) Provides initial outreach to care management candidates, completes general sections of the Health Risk Assessment (HRA), and schedules time with the family for completion of HRA with the RN Care Manager.
   • f) Coordinates and schedules interdisciplinary care team conferences.
   • g) Serves as main point of contact for patients/families enrolled in care management services.
   • h) Under the direction of the RN Care Manager and/or Social Worker, tracks implementation of the care plan and goal completion.
   • i) Executes administrative portions of the care plan under the direction of the RN Case Manager and/or Social Worker. Activities may include, but are not limited to:
   • Sending patient education or resources
   • Sending primary care provider (PCP)/patient letters and medication lists
   • Arranging durable medical equipment (DME)
   • Arranging transportation
   • Assisting with appointment scheduling and follow up on prescription fills/refills
   • j) Logs all encounters with and about patients in the care management system.
   • k) Escalates barriers to implementing the care plan to the RN Case Manager and/or Social Worker.
2. Provider Network and Population Support
   • a) Performs outbound calls on behalf of network practices to assist patients in obtaining necessary services to close gaps in care.
   • b) Promotes in-network facilities and providers.
   • c) When requested by families, facilitates three-way call to payers to re-assign PCP assigned to the patient.
3. Customer Service
   • a) Communicates clearly in both written and verbal communications with all internal and external customers.
   • b) Provides excellent service routinely in interactions with all internal and external customers.
   • c) Responds to email within 24 hours or one business day.
4. Education
   • Participates in a variety of educational programs to maintain current skills and competency levels
5. Performs miscellaneous job related duties as requested.

Mission

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

Vision

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

Values

• 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