Care Team Coord (Market Launch)

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Market Launch Team Care Team Coordinator will be a key member of the Market Launch Team, which will be responsible for standing up new markets. The role will be accountable to hire, train, and implement existing protocols and processes, and precept staff until the market is functioning autonomously.

Market Launch Team members will be responsible for key metrics (clinical, operational, and financial) until the new market leadership team is established. This position requires extensive travel (up to 3 continuous weeks per stay at designated location).

SKILLS & COMPETENCIES

The Market Launch Team Care Team Coordinator will serve as an integral part of the implementation team, as well as support mature markets. Weekly activities may vary depending on company needs.

GENERAL

• Practices the WellBe mission: To help our patients lead healthier, meaningful lives by delivering the most Complete Care.
• Work with the team to provide a deep understanding of the WellBe culture and values.
• Fosters a culture of best demonstrated practices, customer and peer service-orientation, measurement, performance, accountability, and continuous improvement.

RECRUITMENT & ONBOARDING

• Participates in interview process for new care team coordinator candidates.
• Works closely with the Training and Development Team to onboard new team members.
• Conducts training, and provides oversight on company systems (Click, AaNeel, etc.) and processes.
• Responsible for training staff on:
  • Effective communications to help connect the value of WellBe to patients in need of more information.
  • Management of patient consent forms
  • How and when to warm-transfer calls to clinical staff for clinically escalated situations
  • CWV process

IN-MARKET SUPPORT

• Updates and maintains all digital client records and assist in transitioning hard copy records to digital format. 
• Acts as a community resource for the patient.
• Conduct patient scheduling, registration, and eligibility verification.
• Manage patient medical records as appropriate.
• Answer phone calls and emails from patients, make outcoming calls, prioritize patient concerns as appropriate.
• Answer patient non-clinical questions and explains the process.
• Schedules/coordinates WellBe provider visits with patients, tests, specialist appoints, social resources.
• Ensures all appropriate patient information is in the EMR.
• Provide positive customer service and treat all patients and staff with respect.
• Prioritizes urgent patient needs, scheduling needs for Complete Care Assessment, and efforts to engage the unengaged 
• Collaborates with the interdisciplinary team and participate in regularly scheduled team meetings.
• Support APC in ongoing panel management and quality of care efforts (e.g., HEDIS)
• Utilize reporting to help providers track, meet and exceed team goal,
• Other tasks needed to accomplish team’s objectives/goals.
• Collaborates with Market Launch Team Operations Manager, CMD, and APC and any hired local market leadership to ensure markets set and meet utilization goals, operational and quality metrics, until market leadership can function autonomously.
• Works with Outreach team to provide direction on target growth areas for engagement, and to ensure that engagement goals are being met based on clinical staffing.
• Serves as a peer mentor and resource for the permanent care team coordinator team.
• Coaches and counsels team members to meet performance levels, and foster growth.
• Available for all in-field situations or emergency(ies)
• Establishes strong community relations with community PCPs, specialists, vendors, and community resources. Work with all parties to resolve issues and improve clinical programs.

EXISTING MARKET SUPPORT

• Supports Market Care Team Coordinators with operational projects/initiatives/training as needed.
• Supports any organizational process improvement plans to mature markets.
• Supports and participates in enterprise-prioritized projects and programs as needed.

QUALIFICATIONS

Educational/Experience Requirements:

• High school graduate or GED
• MA Certification

Required Skills and Abilities:

• 4+ years of experience working for a healthcare practice or hospital. 
• Current BLS card for healthcare providers or willing to obtain. 
• EMR documentation experience preferred.
• High level of professionalism 
• Strong critical thinking skills
• Strong customer centric focus/service skills 
• Strong computer skills, including Word, Excel, and PowerPoint
• Strong verbal, written, presentation, and interpersonal communication skills.
• Travel requirements: National travel may be required up to 50% of the time. This may include extended lengths of time away from home base. 

Work Conditions: Ability to lift up to 20lbs. Moving lifting or transferring of patients may involve lifting of up to 50lbs as well as assist with weights of more than 100lbs.

• Ability to stand for extended periods.
• Ability to drive to patient locations (ie. home, hospital, SNF, etc)
• Fine motor skills
• Visual acuity

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.