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Care Coordinator

Position Summary

Narus Health is seeking a talented Care Coordinator to work in its Patient Support Center in Nashville, Tennessee. The Care Coordinator, as part of a multidisciplinary care team, is responsible for directing and guiding patients diagnosed with complex illnesses. This non-clinical role supports a community- based clinical team as they develop and manage a comprehensive, individualized care plan with each patient. The care plan helps the patient and their family fully understand their diagnosis and treatment options, manage symptoms associated with their disease, understand and access alternative and clinical trial programs, and navigate their benefit plan.

Who We Are

Narus Health (Narus means “expert” in Latin) is a care management company focused on helping patients and their families facing serious illness. Our personalized care support begins at the time of diagnosis. Our Care Coordinator interacts directly with patients and their family to get a whole picture of their health and lifestyle goals. We respect and consider the whole patient: body, mind, and spirit. The assessment complements their physician's care plan and, in partnership with the health plan, we work together to deliver a tailored care management program.

From that moment on, our care team is engaged 24/7. We coordinate care, manage pain and symptoms, monitor side effects, and provide access to the latest care advances. We serve as an advocate, placing the needs of patients and their families first. Delivering care that is whole person care: body, mind, and spirit.

Every one of us at Narus Health has a story. Having lived through our experiences, we formed Narus Health with a singular purpose: to change the healthcare conversation for those facing complex illness. We believe in treating the whole person: body, mind, and spirit. Human care.

Who We Serve

Patients and Families | We are a trusted advocate

Health Plans and Employers | We are a partner

Physician and Clinicians | We are a service provider

Why Join Us

To make a profound difference in the lives of those individuals and their families facing an illness. Because you, like us, believe the current healthcare system is not enough. You share the belief that patients and their families deserve to be treated as individuals. You value serving as a trusted advocate, delivering the best care possible, and placing the patient and their family first. If you have a passion for knowledge and transforming the status quo, you’ll be a welcome member of our team.

Your Impact

Every day, you’ll have the opportunity to work with a passionate team who share the same mission. You will interact with and build strong relationships with patients, families, caregivers, physicians, and clinicians. You will contribute your knowledge and expertise to our personalized care model. You will seek out and find new and innovative ways to deliver the best care. You will have the resources to do whatever it takes to make a difference in the lives of our patients and their families. Your contribution will impact and change the healthcare experience for patients and their families facing life-limiting illness.

Duties and Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

The office-based Care Coordinator supports the community-based care team by ensuring seamless delivery of the Narus program for individuals and their families by providing the following services:

  • Receive inbound patient calls and secure patient messages when the office based clinical teams are busy with another patient or otherwise unavailable 
  • Perform appropriate triage and escalation of routine and urgent patient calls 
  • Receive, QA, and load patient referrals from PCP’s and specialists 
  • Make outbound patient calls to coordinate non-clinical patient needs 
  • Assist community-based team with calendar and capacity management 
  • Assist community-based team with geo-mapping and logistics for timely in-home patient visits, as well as locating nearby community resources such as walk-in clinics and pharmacies
  • Assist office-based team with faxing, documentation, and telephonic/virtual support of care management priorities 
  • General care coordination duties including: 

o   Make, change, and confirm office visit appointments with PCPs and specialists.

o   Request help from PCPs and specialists with patient demographic data

o   Support the request for clinical service delivery to patient(s) homes, including managing health plan authorization for services

o   Confirm the deployment and receipt of ancillary services such as home health, DME, and community-based social services

o Monitor patients that are hospitalized or in skilled nursing/rehab for estimated discharge date and scheduling of post-discharge in home visit

  • Participate in weekly grand rounds team meetings 
  • Other duties as requested 
Experience

A minimum of three (3) years of related administrative/office experience or equivalent, preferably in a physician office or a clinical call center. 

Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • A minimum of three (3) years of related administrative/office experience or equivalent, preferably in a physician office or clinical call center
  • Undergraduate degree preferred 
  • Prior telephonic patient engagement, case management, or care coordination experience preferred 
  • Excellent organizational skills 
  • Proven telephone communication skills 
  • Patient, compassionate, and professional personality
  • Strong service orientation 
  • Demonstrated problem-solving skills 
  • Proficient in Microsoft Office programs, EMR/Care Management platforms, and keyboarding
  • Demonstrated knowledge of legal and ethical issues related to confidentiality, including HIPAA and state-specific privacy laws 
  • Commitment to excellence and high standards
  • Ability to analyze complex data, draw conclusions, and act on that information in a timely manner
  • Ability to apply problem-solving techniques to the case management process
  • Excellent time management, flexibility, and organizational skills with the ability to work independently
  • Good communication, teamwork, and interpersonal skills with the ability to work with all levels of management
Physical and Mental Requirements

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to do the following: 

  • Coordinate multiple tasks simultaneously 
  • Understand and respond to a diverse population 
  • Perform some repetitive motion activities 
  • Sit for extended periods of time 
  • Required close vision and the ability to adjust eye focus often
  • Required to communicate vocally and hear using a standard telephone device 
  • Required to reach with hands and arms 
  • Requires minimal weight to be lifted (not more than 10 pounds) or force exerted on a regular basis
  • Requires additional weight to be lifted upon issuance and/or removal of computer equipment (up to 40 pounds) 
  • Required to communicate electronically 
  • Occasionally required to stoop, kneel, crouch, and crawl
Work Environment

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee will not regularly work in wet or humid conditions, endure extreme cold or heat or outdoor (non-weather) unless they are traveling between work sites
  • The employee will not function near moving mechanical parts, or work in high, precarious places
  • Noise Level – The noise level in the employee's work environment is usually quiet to moderate
  • Travel – Business-related travel is not anticipated for this position
Benefits

We offer a competitive, comprehensive benefits package that includes: Health, Dental and Vision Insurance, Employer-paid Life, Supplemental Life and AD&D, Voluntary STD, Accident, and Critical Care Insurance, discounted Auto, Home, Renter, and Condo Insurance, Wellness, EAP Services, Paid Training, and Paid Vacation and Holidays. 

 

EQUAL OPPORTUNITY EMPLOYER

To apply, send your resume to careers@narushealth.com.