Case Management Representative

Houston Methodist Willowbrook Hospital

At Houston Methodist, the Case Management Representative position is responsible for providing clerical assistance and data management support to the case management and social work department to facilitate efficient utilization of resources and discharge planning including referrals management, communication and collaboration with post-acute care providers, access to agencies and other community resources and transportation. This position may perform some secretary duties and performs a wide variety of administrative duties of a higher complexity in support of Case Management operations. In addition, the CM Rep position performs independent actions necessary to provide competent and professional assistance to meet the needs of social workers/case managers and patients. This position also coordinates, oversees, records, and transmits information pertinent to the resource management of patients to next level of care providers.

FLSA STATUS

Non-exempt

QUALIFICATIONS

EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

Associate degree preferred

EXPERIENCE
Two years of experience in any of the following: service recovery, insurance verification, working with patient information, having patient contact, and/or general health care coordination responsibilities within a healthcare environment

Previous experience in hospital setting and/or Case Management

SKILLS AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

Some knowledge of community resources

Must be able to operate within a Microsoft Office environment. Proficiency in MS Outlook and MS Word/Excel, knowledge of Medical Terminology

Excellent telephone, oral and written communication skills, time management and prioritization skills

Able to learn new skills effectively

Ability to work independently while collaborating with other team members and exercise sound judgment in interactions with physicians, payors, and patients and their families

Strong organizational and problem-solving skills

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS
Serves as a department resource for questions related to case management activities. Communicates in an active, positive, and effective manner to all interprofessional health care team members. Reports pertinent patient care and family data in a comprehensive and unbiased manner. Performs phone call and communication triage, troubleshoots and routes issues to appropriate individuals, assists in resolution of non-clinical issues as needed

Facilitates and arranges acquisition of post-acute needs, as directed, and in collaboration with the clinical team. Follows payor/reimbursement practices and regulations that may impact the patient’s plan of care

Provides appropriate and timely communication, update, and documentation to the referring personnel to keep them informed of the status of the request

Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS
Assists the department in distributing required notices, including the Medicare Notice of Discharge to patients, securing signatures on the form from the patient or their legal representative, and answering questions regarding the appeal process

Distributes the Medicare Notice of Discharges to identified patients, including capturing patient and their legal representative’s signatures, answering any questions regarding the appeal process

Coordinates with the clinical staff to prioritize placement requests. Provides necessary documentation to facilitate post-acute services

Assists with clerical and clinical functions for patients, physicians, and staff. Provides administrative support as needed, including scheduling follow-up appointments, and confirming the provision or delivery or post-acute services or equipment

QUALITY/SAFETY ESSENTIAL FUNCTIONS
Participates in quality improvement initiatives and collects data for use in department performance improvement as directed. Maintains timelines for follow up and prioritization of department projects and tasks

Updates and maintains resources, information and database or directories elated to post-acute providers and insurance contacts to facilitate timely communication and coordination as needed

FINANCE ESSENTIAL FUNCTIONS
Informs social worker/case manager of the patients’ available benefits through insurance/managed care provider. Assists in providing community resources/services to uninsured patients as requested Case Management staff

Participates in reimbursement/certification and authorization-related activities as directed. Documents approvals and authorization numbers from payors. Logs communications and provides information to social workers and case managers, business office/patient access, etc. on insurance/managed care benefits

Supports and assists with concurrent insurance denials and appeals process, transmission of utilization reviews to insurance companies, coordination of peer discussions as directed by the clinical team. Documents authorization, approvals, and denials

GROWTH/INNOVATION ESSENTIAL FUNCTIONS
Maintains awareness of payor/reimbursement practices and regulations that may impact patient’s plan of care and confers with care coordinators and social workers to prioritize placement requests

Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE
Uniform: No

Scrubs: No

Business professional: Yes

Other (department approved): No

ON-CALL*

Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

On Call* No

TRAVEL**


**Travel specifications may vary by department**
May require travel within the Houston Metropolitan area No

May require travel outside Houston Metropolitan area No

QUALIFICATIONS

EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

Associate degree preferred

EXPERIENCE
Two years of experience in any of the following: service recovery, insurance verification, working with patient information, having patient contact, and/or general health care coordination responsibilities within a healthcare environment

Previous experience in hospital setting and/or Case Management

Company Profile:

Houston Methodist Willowbrook Hospital is a Magnet-recognized, not-for-profit, faith-based hospital that serves the growing Northwest Houston community. We are committed to providing quality, cost-effective health care in a compassionate environment for a full range of services, including emergency care, cardiology, orthopedics and sports medicine, comprehensive women’s services, neurology and neurosurgery, oncology, and primary and general medicine.

Houston Methodist is an Equal Opportunity Employer.