The Health Management Assistant works under the direct supervision of the Manager and coordinates activities with the RN Care Manager/CHL RN/Medical Social Worker. The Health Management Assistant is responsible for assisting members with special health care needs and/or accessing health care services consistent with established care plans to include transportation, troubleshooting patient portal issues and provider appointments. The Health Management Assistant manages work lists and team assignments as well as understanding benefits including Medicaid and Medicare. The Health Management Assistant facilitates after hours communication between patients and providers and other Mosaic departments as requested. Keeping detailed records of each interaction is part of each process to ensure timely billing and reporting. Exceptional customer service is demonstrated with each interaction. • Provides exceptional customer service using AIDET techniques and HEART behaviors by answering incoming phone calls • The Health Management Assistant (HMA) is responsible for data management and reporting including the management of work lists and team assignments, compiling tracking reports and summaries, customer billing and completing chart audits. • The HMA is responsible for referral coordination. Referral coordination includes providing patient choices for post- acute care needs and ancillary providers. The HMA networks with community agencies to assure appropriate communication/referral and works as liaison between hospital and community agencies. The HMA also facilitates follow up appointments and transportation. • Oversees the customer satisfaction survey process and reports. • The HMA investigates, coordinates, and facilitates patient eligibility benefits. The HMA will also understand benefits, including Medicaid and Medicare, and will facilitate patient assistance applications as needed. • The HMA will collaborate with interdisciplinary team, patient, and families, as well as participating in interdisciplinary team care planning conferences. The HMA will also support patients while they prepare to self-manage and escalate medical and social service issues to nursing and social work. • The HMA will assist in the coordination of health-related services to increase patient access to care and aids member in adhering to scheduled appointments consistent with member’s care plan and portal usage. • The HMA provides member/family education about the member’s unique needs and risks, including financial and coping issues. The HMA will have knowledge of community resources for health and health-related services and provide options to the patient. • Maintains accurate inventory of supplies and orders as needed. Coordinates and orders supplies and resources for delivery of remote monitoring program as needed. • The HMA will follow regulatory and compliance standards and documents all care provided. • The HMA will adhere to compliance standards as set forth by regulatory agencies. • Other duties as assigned Education • H.S. Diploma - Required Work Experience • 2 Years - experience in healthcare, managed care, hospital or clinical setting, or other comparable work experience - Required Licenses and Certifications • Basic Life Support (BLS) - within 90 days of hire Required Travel Requirements • Travel to off-site locations may be required. - Required Skills and Abilities Essential Technical/Motor Skills • Hand/eye coordination; speaks clearly; good hearing, ability to use computers, printers and telephone equipment Interpersonal Skills • Ability to work as member of team and develop trusting relationship quickly. • Excellent verbal and written communication skills including sensitivity to other cultures and ethnicities. Essential Physical Requirements • Ability to drive required. Ability to negotiate steps into and within patients' homes. Essential Mental Abilities • Implements and provides ongoing support of members care plan, recognizing alternatives, identifying problems. • Provides patient and family teaching about health related needs, financial needs and other coping issues. Works with social service agencies to explain the role of the Care Coordinator. • Follows instructions to patient homes in known and unknown areas of the service area. • Concentrates on plans and roles of other team members, understanding all responsibilities and plans and coordinates all interventions. Essential Sensory Requirements • Visual and hearing skills to obtain a driver’s license are required. • Ability to communicate with member’s s and families to assess and implement plan of care, communicating in person and on phone. Exposure to Hazards • Weather and road hazards. • Exposure to cigarette smoke and other allergens in patients' homes. Other Skills and Abilities • Must have access to transportation, which will allow for timely scheduled home visits.