Job Summary
Provides telephonic outreach to patients to support UMMG quality, utilization, and operational goals. This position will collaborate with and support the Care Connect and UMMG teams to improve population health performance and achieve quality metrics. Works directly with ACU physician and administrative leaderships and health care staff to ensure they have the support, tools, and education to succeed in various population health initiatives and achieve organizational goals and objectives. It is expected that this will be achieved through the application of evidence-based best practices, data analysis, interpretation/identification of opportunities, communication and consistent follow-up and evaluation.
Responsibilities*
- Conduct timely proactive outreach by calling patients on the weighted gap list, payer lists, and other various lists/reports to schedule the patient back into the clinic either with care management or PCP.
- Complete appropriate documentation in MiChart within policy-established timeframes.
- Provide key performance metric reporting to clinics on a regular cadence. Meet with ACU leadership to provide insights and feedback on quality/utilization performance. Use reporting and metrics to identify and validate quality care gaps.
- Support transitions of care efforts through scheduling patients with the appropriate provider within the appropriate amount of time.
- Support financial sustainability of Care Connect and UMMG through supporting the transitions of care, behavioral health collaborative care, and care coordination billing processes.
- Provide operational support to Care Connect team, to include special project outreach and potentially scheduling support, which can include referral work queue management.
- Complete ad hoc responsibilities as assigned by UMMG.
- Billing for any billable services - new BCBSM guidelines allow for unlicensed care team members to bill 98966-68 telephonic codes and the care coordination codes (99487,and 99489).
- Provide quality service based on customer expectations and needs.
- Participate in interdisciplinary meetings, task forces, and projects as appropriate.
- Collect outcome data to help improve the population health practice and demonstrate population health outcomes.
- Support UMMG with the creation and presentation of educational materials.
- Support at the ACU level with insights into opportunities for improvement on quality and utilization metrics.
SUPERVISION RECEIVED
General supervision is received from the Population Health Coordinator Supervisor, Administrative Director for Care Management, and Chief Population Health Officer.
Required Qualifications*
- High school diploma or GED.
- 3-5 years of experience in quality, clinical, or care management, or equivalent experience.
- 2 years of process improvement or project coordination experience.
- Knowledge of basic medical terminology.
- Proficiency with MS Word, Excel, and Power Point.
Desired Qualifications*
- Associate or Bachelor's degree in related field.
- Previous population health, care coordination, case management, home health, or behavior health experience.
- Previous experience working with multiple clinical teams.
- Experience in using Electronic Health Records, provider registry data, and exception reports.
PHYSICAL REQUIREMENTS
This position requires moderate standing/walking, as well as lifting, positioning, pushing, and/or transferring of patients.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Union Affiliation
This position is covered under the collective bargaining agreement between the U-M and the United Michigan Medicine Allied Professionals (UMMAP), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.
Background Screening
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
U-M EEO Statement
The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.