The Services Management Coordinator plays a crucial role in the delivery of healthcare services for patients within the assigned area. The Services Management Coordinator serve as liaison for patient care activities in specific program and ensures coordination of care around the course of the patient visit as well as subsequent patient interactions between visits. The Services Management Coordinator is responsible for multiple components of care coordination within the program(s). Specifically, Services Management Coordinators are responsible for providing administrative assistance to our providers, nurses, medical directors, medical review and case management team.

• Plays a lead role in the navigation of care and ensures that patients understand their overall program benefits as well as what they can expect the program to provide. This may include but is not limited to: liaison with Physicians, Patients education.
• Sets goals with patient and care team to coordinate care, documents goal in program dashboard/calendar tool. Follow ups to be tracked include visit status reminders, scheduled follow up and specialty appointments, authorization submitted for review.
• Ensures that all orders placed by the providers (internal and external) are authorized after confirming the service falls under the patients covered services.
• Services as the primary point of contact to education patients pharmacy benefits, and assist with obtaining prior authorizations when applicable. This may include: Submitting refill request/confirm patients preferred pharmacies; verify coverage.
• Organizes correspondence and future program plans for the patient based on program interactions in the electronic medical record as well as in the program benefits systems. This involves ensuring that a plan is made with next steps in the process.
• Offers extensive patient navigation between program visits and other encounters. This includes detailed discussion with the patient to review next steps and resources, facilitation of patient concerns review, questions or concerns related to coverage..
• Educates and communicates closely with the patients to ensure they have a full understanding of the benefits offered by the program. Patient education provided on all relevant program benefits.
• Provides recommendations for process improvement and services improvement aimed at improving patient experience, and participates in ongoing pilot programs to improve patient engagement.
• Additional duties as assigned.

3 years’ experience in healthcare/customer service or relevant experience.

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