Case Manager Assistant - University of Maryland Medical System

Located in Largo in the heart of Prince George’s County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince George’s County residents.

POSITION SUMMARY

Supports the operation of the Case Management Department by performing a variety of administrative and coordinative duties to ensure compliant and timely documentation and tracking of patient information and in the general administration of the department.

Principal Duties:

PRIMARY RESPONSIBILITIES

1.   Coordinates with the unit administrative and care staff to identify and log in the shared audit file discharged Medicare patients requiring specialized documentation to include:  MOON letters and (Second) Important Message letters (IM).

2.   Tracks, records and maintains denial letters and other case information in the Midas information system.

3.   Tracks certified days and decisions from the Payor(s).

4.   Provides administrative liaison between the Case Managers and the Emergency Room.

5.   Ensures staffing information is obtained, verified, and updated on the daily staffing boards.

6.   Researches, responds to and/or refers to appropriate staff including department leadership patient questions, concerns and complaints.

7.   Maintains the Conference Room Calendar for Quality, Risk, Appeals and Case Management meetings.

8.   Prepares and provides Daily Census and Insurance Logs to the Hospital Case Managers. Distributes Insurance Logs to Payors in the absence of the Department Secretary.

9.    Assists with the preparation and distribution of training and resource materials to employees and external vendors.

10. Monitors staff time in the time and attendance system.

11. Verifies vendor invoices for accuracy, processes and submits for payment/check requests.

12. Transmits clinical documentation via Curaspan (edischarge) to Payors, Nursing Facilities or other stakeholders.

13. Coordinates events and functions with other departments.

14. Performs related duties as assigned.

Customer Service:

1.   Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2.   Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.

3.   Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4.   Keeps customer’s information confidential, including public places such as elevators or the cafeteria.

5.   Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6.   Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.

Commitment to Co-Workers:

1.   Offers assistance to colleagues and other departments when needed.

2.   Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3.   Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4.   Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences.

Communication Etiquette:

1.   Is respectful, courteous and professional in all forms of communication and follows facility’s service communication protocol in all interactions.

2.   Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3.   Does not text or use e-mail during meetings (except for exigent or emergency situations).

4.   Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5.   Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate).  Asks permission before placing the caller on hold or using the speakerphone.  If caller is transferred, gives the caller the extension number of the person he or she is being transferred to.  Offers further assistance to the caller upon completing the conversation.

6.   Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7.   Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8.   Always mindful of voice and language in public.

Self Management:

1.   Reports to work appropriately groomed and in compliance with the Hospital’s dress code.  Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2.   Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3.   Completes mandatory, annual education and competency requirements.

4.   Follows UMCAP safety, infection control and employee health standards.

5.   Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6.   Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards.  Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences.  Provides notification of absences, lateness and vacation requests according to department guidelines.  Respects length of time for lunch and break times.

7.   Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement.

Education/Knowledge 

Attained Level: High School Diploma or equivalent

Preferred:   Associates Degree

Completed Course Work/Program:  Preferred: Business, Healthcare Administration

Applicable Experience

Experience (years):          Required: 2 years                           Preferred: 3 years or more

Experience (describe required & preferred):  Two years of administrative experience. Prefer three or more years of experience in a healthcare facility serving the Medicare-eligible population.

Technical/Clinical Skills

Microsoft Office Suite Skill Level 

• Word: Basic                                                  
• Excel: Basic
• PowerPoint:  Basic                                         

Basic knowledge and working experience with Medical Terminology

Standard Office Equipment (list):   Computer/laptop/fax

Communication Skills & Abilities

Select highest applicable level:  Exchange Information on Factual Matters

Problem Solving/Analytical Skills & Abilities:

Administrative Support

All your information will be kept confidential according to EEO guidelines.