Patient Care Coordinator

Responsible for administrative and system processes that relate to the first line clinical management of enteral patients including assisting with patient updates/assessments, including supply management, patient updates/assessments, equipment management, and coordinating new/existing patient services with patient/caregiver, nursing, operations and dispatch while under the direct supervision of a Registered Dietitian. As well as technical knowledge, coordination of activities and development and support of new initiatives.

Responsibilities

• Obtain patient updates/assessments, complete refills, and other ancillary duties while under the direct supervision of a Registered Dietitian.
• Provide appropriate and accurate documentation in the patient medical record.
• Perform select activities related to intake operations of enteral patients including coordinating new/existing patient services with the patient/caregiver, nursing agencies, referral sources, distribution centers and dispatch, processing enteral/equipment orders, teaching materials and delivery tickets.
• Evaluate patient formula and supply usage to adhere to payer guidelines and assist the Registered Dietitian with monitoring patient adherence to prescribed formulas and amounts for optimization of nutritional status.
• Maintain or exceed designated quality and production standards.
• Provide excellent internal and external customer service, maintaining a service orientation in all interpersonal relations that conveys a positive, professional image always.
• Act as a conduit of information between the patients and distribution by tracking orders via Mckesson Supply Manager website.
• Perform in accordance with system-wide competencies and behaviors.
• Maintain competence in dispensing software systems.
• Ensure coverage prior to dispensing formula by collaborating with insurance verification and reimbursement teams.
• Collaborate with the Registered Dietitians for recommendations for alternative options when the ordered nutritional formula is not available due to backorders or other supply-chain interruptions.
• Onboard new PO patients.
• Complete refills and answer patient needs/concerns via Remote Patient Monitoring program.
• Answer live calls including answering patient questions regarding referral status, tracking of deliveries, and completing refills.
• Complete First Refill calls.
• Refer to Dietitian as appropriate for signs of intolerance to enteral nutrition.
• Utilize the service delivery log for task tracking and delivery coordination.
• Process prescription changes by modifying patient supply lists in both dispensing systems (HomecareNet360 and CPR+).
• Coordinate delivery of enteral nutrition for start of care by tracking a referral from benefit verification through discharge.
• Collaborate with referral sources, Hospital Account Managers, and liaisons for patients.
• Arrange pump swaps when a malfunction is reported.
• Perform other duties and tasks as required/assigned.

Skills & Abilities

• Excellent customer service and communication skills.
• Knowledge and experience in homecare desirable, good prioritizing, multitasking, critical- thinking and time-management skills required.

Requirements

• High School diploma or equivalent required.
• 1 year experience as Enteral Patient Care Coordinator, Pharmacy customer service, pharmacy technician, and/or other related experience in an ancillary provider, or other relevant healthcare required. Infusion pharmacy experience preferred.
• Thorough knowledge in MS Office and PC skills required.
• Customer Service experience with communication via telephone, e-mail and/ or face to face required.