Care Coordinator (CMA)

Important things YOU should know!

• Fully remote opportunity
• Schedule: Monday - Friday 8:00am - 5:00pm CST
• Must be currently certified as a Medical Assistant

What will YOU be doing for us? The Care Coordinator will be responsible for supporting patients participating in an episode of care, helping them navigate through their patient journey. He/she will work closely with patients to ensure their needs are met and keep patient records up to date. The Care Coordinator should demonstrate a highly energetic blend of compassionate healthcare navigator and customer support representative.

What will YOU be working on? Under the guidance of the Care Coordinator-Team Lead, the supervision of the RN Director of Clinical Operations and oversight of the Holista Medical Director, the Care Coordinator will routinely perform the following:

• Screen patients for eligibility and set-up member access to the Holista portal/mobile app.
• Conduct intake assessments and review care pathway milestones with the patient.
• Make outbound calls to follow up with patients to ensure compliance with patient portal requirements.
• Answer inbound calls to the Call Center from patients, provider offices, or others
• Be a supportive resource to members navigating the care pathway milestones to encourage compliance and promote the value of the information they are receiving in the patient portal.
• Respond to member inquiries and reminders in a timely fashion per the quality metrics set by the Quality Department.
• Monitor assigned member caseload to ensure the required dashboard metrics are met.
• Adhere to compliance with clinical protocols, escalations, policies, procedures and regulatory standards including triaging members to the RN Director or provider practice for further assistance.
• Maintain accurate, complete, and timely documentation of required information that meets risk management, regulatory, and accreditation requirements.
• Protect the confidentiality of member information and adhere to company policies regarding confidentiality.
• Refrain from clinical decision-making and/or providing clinical advice; escalate to RN Director and/or provider practice appropriately.
• Participate and collaborate effectively as a member of the Care Coordination Team

What qualifications do YOU need to have to be a GOOD candidate?

• Required Level of Education, Licenses, and/or Certificates
  • Certified Medical Assistant (CMA)
• Required Level of Experience
  • 1+ year(s) CMA experience
  • 1+ year(s) of demonstrated customer service experience in a clinical setting
• Required Knowledge, Skills, and Abilities
  • Ability to work well independently as well as part of a team
  • Ability to prioritize tasks and remain organized despite multiple interruptions
  • Ability to professionally communicate in written and verbal form

What qualifications do YOU need to have to be a GREAT candidate?

• Preferred Level of Experience
  • 3+ year(s) CMA experience
  • 3+ year(s) of demonstrated customer service experience in a clinical setting
• Preferred Knowledge, Skills, and Abilities
  • Bilingual in Spanish
  • Knowledge and demonstrated proficiency in Microsoft Office (Outlook, Word, Excel)
  • Previous experience working in a remote environment