Care Coordinator Lead - LV Durango Family Medicine Clinic - Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union)

The Lead, Care Coordinator is responsible for overseeing and coordinating efficient in-person and telephonic patient encounters within the Care Coordination department. This role proactively identifies, monitors, and resolves scheduling issues, care coordination gaps, and patient concerns during operational hours. The Lead, Care Coordinator provides leadership support across all Culinary locations by onboarding, orienting, and training new Care Coordinators, as well as monitoring staff competencies and performance. Serving as the primary lead for Care Coordinator staff, this position ensures adherence to established workflows, policies, procedures, and department standards. Responsibilities also include ordering and facilitating departmental supplies. This role requires timely assessment and escalation of care coordination issues to department leadership, as appropriate. The Lead, Care Coordinator is expected to perform, teach, and monitor all Care Coordinator tasks within the defined scope of practice while ensuring quality outcomes and compliance with department expectations. The position supports patient privacy, safety, confidentiality, infection control standards, and overall workplace safety. Additional responsibilities include daily monitoring of task trackers and maintaining monthly quality and productivity reports for audit purposes. The purpose of this role is to support patients, families, and providers throughout the healthcare continuum. Acting as a liaison between patients and providers, the Lead, Care Coordinator helps address individualized patient needs through communication, education, and coordination, with the goal of improving quality of life and achieving positive patient outcomes.

Essential Duties:

• Performs all tasks and responsibilities of a Care Coordinator.
• Actively coordinates and organizes an efficient in-person visit or telephonic patient encounter within the Care Coordination department.
• Monitors and resolves potential scheduling issues, care coordination gaps or complaints during department operational hours.
• Monitors accurate and appropriate documentation of Care Coordination tasks to EHR.
• Responsible for the orientation, precepting/onboarding of new staff, and monitoring and maintaining the staff competencies.
• Performs various office and clerical duties.
• Responsible for maintaining quality outcomes from tasks and expectations under the supervision of the Nurse Manager.
• Assists Primary Care and Convenience Care providers in coordinating referrals, patient classes, specialist and procedural appointment scheduling.
• Acts as a lead, resource and mentor to all Care Coordinator staff ensuring adherence to ambulatory policies, procedures, and operational workflows.
• Promotes and reinforces the Patient Centered Care Model.
• Promotes timely access to all aspects of care.
• Reduces emergency room utilization, hospital admissions as well as readmissions.
• Provides excellent customer service.
• Implements care coordination and planning techniques.
• Assists patients in navigating through the healthcare continuum.
• If patient requires referral to other services, the Lead, Care Coordinator will assure that authorization and referrals are completed.
• Uses risk stratification tools to identify gaps in treatment within scope of practice.
• Documents in EHR all encounters with patient and family.
• Promotes education and provides guidance to patient as directed by the Primary care provider.
• Assists patients in accessing transportation to health center, insurance matters, durable medical equipment, prescriptions, etc.
• Works collaboratively with providers and other care team members to ensure the delivery of quality of care to patients to help bring about best outcomes.
• Completes Medication Reconciliation within scope of practice.
• Establishes and maintains effective working relationships with all team members.
• Engages with patients and caregivers to create an environment of collaborative care team.
• Follows up with patients as needed to ensure they understand their agreed upon goals; i.e. making all scheduled appointments, education classes
• Performs other duties as assigned.

Required Qualifications:

• Req High School or equivalent
• Req Specialized/technical training Graduate of an accredited License Practice Nurse program or Medical Assistant Diploma/Certificate from an accredited program.
• Req 2 years Experience in the medical field (preferably as a MA or LPN in a clinic setting
• Req Organization/time management skills.
• Req Excellent communication skills both oral and written.
• Req Must be comfortable with computers and medical terminology.
• Req Knowledge of HIPPA compliance and various health insurance types.

Required Licenses/Certifications:

• Req Basic Life Support (BLS) Healthcare Provider from American Heart Association
• Req License Practice Nurse *If LPN, must have: Current and Unrestricted LPN NV License (If Medical Assistant in lieu of LPN: Must have Medical Assistant Diploma/Certificate from an accredited program)
• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only).