The position provides comprehensive care coordination for patients as assigned and assesses the patients plan of care. The Case Manager will aid patients in their need to connect to subspecialty services and to serve as their medical home for coordination. Emphasis on community and learner education and collaboration with adult services throughout the Valley and for continued care at Phoenix Children’s on a case by case basis. The Case Manager is responsible for Length of Stay management and discharge planning. Develops, implements, monitors and documents the utilization of resources and progress of the patient through their care, advocating and facilitating options and services to meet the patients health care needs. Interacts extensively with the care teams to support the clinical roadmap. The intensity of care coordination provided is situational and appropriate based on patient need and payer requirements. This position works independently, receiving supervision of work activities from the Lead CM team, Supervisor of Case Management and Manager of Case Management and is accountable for the quality of clinical services delivered by both them and community partners and identifies/resolves barriers which may hinder effective patient care.

1. Coordination of Care
   • Offer education and training to the Adult Transition Care Team for implementing and maintaining the program. Offer education to adult transition patients and families in a timely and coordinated manner. Training includes:
   • a. Organize a database/dashboard of patients from the start date that includes patient demographics, MRNs, diagnoses and referring providers. From the database, work with decision support to calculate contribution margin for program services
   • b. Work with the physician oversight team in executing programmatic alignment strategies and clinical integration among various departments.
   • c. Collaborate with medical staff, nursing and auxiliary staff at enterprise facilities and with outside providers for purposes of care planning.
   • d. Delegate referrals to the appropriate multidisciplinary team members as determined by physician lead.
   • e. Organize outreach to offices to educate community about services.
   • f. Create conference opportunities for subspecialists/referring providers.
   • g. Build/provide educational resources for families and providers.
   • h. Cultivate and maintain effective interaction/ communication between team members and families to drive continuity of patient care.
   • Keeps patient discharge information current in Case Manager EMR documentation. Assesses each patients status and activities daily as appropriate to patient needs. Ensures timeliness of care and identifies barriers to transition of care or discharge.
   • Participates in interdisciplinary rounds and/or service line rounds with clinical care team.
   • Manages a defined service line patient population to achieve optimal discharge and continuity of care outcomes in a manner that promotes sound financial stewardship and patient-family advocacy.
   • Establishes estimated Length of Stay via MCG criteria and tools,
   • Completes an initial screen of all patients on admission (not to exceed within 24 hours of admission) utilizing MCG criteria to identify needs related to care coordination and/or discharge planning.
   • Leveraging MCG and other evidence-based guidelines, coordinates development and implementation of a comprehensive discharge care plan in collaboration with the clinical care team.
   • Ensures plan of care is in place with all team members. Proactively collaborates with members of the interdisciplinary clinical care team to define and document a clear and comprehensive treatment plan, including post-discharge needs. Identifies and facilitates resolution of variances in the plan of care that may impact length of stay. Facilitates referrals to other disciplines, and monitors for appropriate follow-up.
   • Facilitates and provides on-going communication with patient/family and escalates unresolved barriers to timely discharge to Case Management, Manager or Utilization Management Medical Director, as per department protocols.
   • Reviews and analyzes third-party payer denials for in house patients, and communicates to attending physician , Case Management, Manager, Utilization Management Medical Director, and Utilization Management Nurse as per department protocols.
   • Cultivates and maintains effective interaction/communication with members of the interdisciplinary care team and proactively engages patient and families in the delivery of care across the continuum of care.
   • Reviews the patient daily for appropriate patient status , level of care and goal length of stay per established Case Management daily prioritization protocol , utilizing MCG criteria and communicates goal length of stay to clinical care team, patient and family.
2. Regulatory responsibilities
   • Reviews the patient daily (Observation and Inpatient) for appropriate status and meeting admission or discharge criteria.
   • Obtains and reviews necessary medical reports and subsequent treatment plan requests to conduct ongoing care planning and discharge planning.
   • Utilizes MCG guidelines/pathways to determine admission status, level of care, goal length of stay and continued provision of services as evidenced by audit of documentation in EMR.
   • Documents avoidable days, extended length of stay, authorizations and denials for medical necessity in SCM and SAM as evidenced by audit.
   • Communicates to Utilization Management Nurse data supporting denial appeals, or notification of potential denials.
   • Communicates with payers to resolve potential denials.
   • Working knowledge of DRG payment methodology and ICD-9/10 coding system.
   • Provides Medicare/Tricare Rights and Detailed Notice of Discharge to patient and families.
3. Transition and Discharge Planning
   • Assures thorough, early and ongoing transition/discharge plans by collaborating with patients, families, payers and providers across the continuum of care.
   • Assesses patient for appropriate discharge placement. Identifies presumed discharge location on admission.
   • Consults with social services and other resources as needs or problems are identified.
   • Communicates transition/discharge plans and problems to other case managers as care is transitioned. Ensures that health care team is proactive in making arrangements for transition/discharge, and ensures that each transition/discharge plan has clear goals that are attainable. Ensures that all elements of patients` needs are addressed in the transition/discharge plans.
   • Validates that family and patient are aware and understand discharge plan as demonstrated by documentation and feedback.
   • Ensures that education and teaching for family and patient to support transition/discharge is begun as quickly as possible with the health care team.
   • When appropriate, performs outpatient and clinic care coordination and monitors patients care as they transition between inpatient and outpatient service.
4. Provides excellent customer service
   • Provides excellent customer service
   • Ensures that all elements of patients` needs are addressed in the transition/discharge plans.
   • Keeps families and patients involved and informed as demonstrated by feedback.
   • Facilitates and provides on-going communication with patient/family and interdisciplinary staff to identify and resolve potential barriers to discharge
   • Communicates with payers to resolve potential denials.
   • Responds to emails within 24 hours.
   • Clear communication skills with all internal and external customers.
   • Provides excellent service routinely in interactions with all customers, i.e. Co workers, patients, visitors, physicians, volunteers, etc.
5. Leadership care coordination
   • Provides unit and team leadership demonstrates strong, consistent clear communication and serves as central point of information informing all team members, including physicians, on patient status and goal length of stay.
   • Keeps families and patients involved and informed as demonstrated by feedback.
   • Cultivates and maintains effective interaction/communication with members of the medical staff, nursing staff, social workers, Utilization Management team and families to drive the care coordination process and to facilitate continuity of patient care.
6. 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