Patient Retention Specialist: Description

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Distinguishing characteristics of work

Patient Retention Specialist primary focus is to retain active members and reinstate in active members, while providing a position patient/member experience. The Patient Retention Specialist responsibility will be to spend their day answering inbound calls from patients wishing to cancel their service. The patient’s concerns will be heard, and positive actions will be taken by the Patient Retention Specialist to resolve the issue, with the goal being to retain the patient. When inbound calls are not active, outbound calls are being placed to previous patients inquiring if they would like to return.

Example of Duties

• The Retention Specialist’s primary focus is to bring everyone on the same page with a final motive of retaining active patients, reinstating inactive patients, and ensuring a positive patient member experience.
• Actively in contact with all patients, proactively seeking to increase the patient’s satisfaction with UniVida Medical Centers.
• Handling patient concerns and escalating issues as needed, ensuring all efforts are made to retain existing patients.
• Is accountable for achieving retention targets in their assigned medical centers.
• Designs profiles for each patient that enables all associates, across the continuum of care, to increase the number of positive engagements.
• Develop new strategies for customer retention activities.
• Makes recommendations based on data and observances regarding retention improvements.
• The incumbent fosters a patient- and family-centered approach to identifying and addressing concerns.
• Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns.
• Establishes effective working rapport with medical centers personnel (providers and administrative staff).
• Responds to questions, resolves issues and/or forwards to appropriate personnel in a timely manner to ensure patient satisfaction.
• Contributes with ideas for process or efficiency improvements.
• Reports errors, omissions, and incidents to the Supervisor of Patient Retention through documented reports.
• Welcome and educate new patients on all UniVida Medical Centers care services.
• Obtain new member referrals from new or existing patients.
• Analyze patient opinions and develop new techniques to ensure retention.
• Identifies and presents trends that might be addressed to improve quality and patient experience.
• Maintaining a consistently positive attitude and patient first approach to deliver excellent service to all patients.
• Maintaining current knowledge of products and services offered.
• Perform other assigned duties as needed.

Desirable knowledge, abilities and skills

• Ability to establish and maintain effective working relationships with the patient and health care team.
• Ability to prioritize and multi-task · Ability to work independently and take initiative
• Ability to work in a face paced always changing environment
• Establishes and maintains effective working environment
• Ability to use a computer and electronic medical record.
• Ability to pay attention to the minute details of a project or task.
• Ability to adapt easily to changing conditions and work responsibilities.
• Ability to complete assigned tasks under stressful situations.
• Excellent communication skills, both verbal and written.
• Excellent people skills. Ability to meet patients and others needs while following medical centers policies and procedures.
• Maintain patient, team member and employer confidentiality. Comply with all HIPAA regulations.

Minimum training and experience

• High School Diploma or GED required · Associate degree or higher preferred
• 3+ years in patient experience or customer service
• Proficient computer skills such as: Excel, Microsoft, software applications and ability to type quickly and accurately.
• Proficient in both English and Spanish

To apply for the Patient Retention Specialist position, please fill out the following form:

Advanced Practice Registered Nurse: Description

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Distinguishing characteristics of work

The Advanced Practice Registered Nurse (APRN) acts as part of the clinical operations team and is responsible for providing direct patient care in Univida Medical Centers and home settings depending on the nature of the assignment. The responsibilities include but are not limited to geriatric assessment, medical history, physical exam, diagnosis and treatment, development of the plan of care, health education, physician referrals, case management referrals, follow-up, and clear documentation according to Univida’s standards for quality, service, productivity, and teamwork. It also includes the participation in clinical rounds and conferences plus in-depth documentation through written progress notes and summaries. 

Example of Duties

• Independently assesses acute and non-acute clinical problems. Performs and documents physical assessments and patient histories, analyzes trends in patient conditions, and develops, documents, and implements a patient management plan in response to the data obtained. This also includes assisting in the development of the plan of care in addition to providing appropriate patient/ family/significant other counseling and education.
• Plans patient care based on in-depth knowledge of the specific patient population and/ or protocol, anticipating and identifying physiological and/ or psychological problems commonly encountered including the consideration of the patient’s cultural background, level of understanding, personality, and support systems. Serves as patient advocate.
• Patient management includes the following:
• Writes admission, transfers, and discharges orders.
• Orders and interprets appropriate laboratory and diagnostic studies.
• Orders of appropriate medication and treatments.
• Refers patients for consultation when indicated i.e. dermatology, neurology, ophthalmology, endocrine, surgery, intensive care, infectious disease, hematology, psychiatry, social service, dietary, etc.
• Documentation through in-depth progress notes and summaries.
• Participates in patient care rounds and conferences. Communicates patient management strategies to members of the patient care team. Collaborates with members of the multidisciplinary team to ensure that patient management strategies are successful in meeting patient care needs.
• Recognizes situations which require the immediate attention of a physician, and initiates life-saving procedures when necessary.
• Uses advanced communication skills to problem solve complex situations and to improve processes and service to patients.

Desirable knowledge, abilities and skills

• Excellent written and verbal communication skills.
• Excellent organizational and time management skills.
• Proficient with Microsoft Office Suite or similar software.
• Ability to adapt easily to changing conditions and work responsibilities.
• Ability to complete assigned tasks under stressful conditions.
• Establishes and maintains an effective working environment.
• Excellent people skills while following corporate policies and procedures.
• Critically analyzes data and evidence for improving clinical practice.
• Integrates knowledge from the humanities and sciences.
• Translates research and other forms of knowledge to improve practice processes and outcomes.
• Develops new practice approaches based on the integration of research, theory, and practice knowledge.
• Bi/multilingual ability preferred.

Minimum training and experience

• Current Nurse Practitioner Certification (APRN) in the State of practice required
• Current Drug Enforcement Agency (DEA) and Department of Public Safety (DPS) registration (if applicable to state), for prescription writing.
• Is not sanctioned, excluded, or disbarred from any State or Federal Health Plan and has not Opted out of Medicare participation.
• Willing to share malpractice history upon request

Physical demands

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to sit, walk, stand. The incumbent must be able to work extended and flexible hours. Physical demands include the ability to lift to 50 pounds.

Disclaimer

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.  

Supervisory Responsibilities

• This role does not have supervisory responsibilities.

Travel

• Work may involve some driving/traveling to assigned clinics or corporate office.

Tools & Equipment Used 

• UniVida computers, standard and customized software applications, and tools.  

To apply for the Advanced Practice Registered Nurse position, please fill out the following form:

Social Services Coordinator: Description

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Distinguishing characteristics of work

UniVida Medical Centers is seeking a Social Services Coordinator who is responsible for managing multiple patients and their individual needs. Their duties include meeting with patients and their family members to discuss recent successes or setbacks to their situations, develop treatment plans for patients with mental illnesses or recovering from traumatic events. Maintain open communication with patients to ensure their physical and mental health wellbeing. Social Workers should be understanding, calm and able to manage stressful situations. They may need to provide treatment to patients in lieu of medical professionals in the event of emergencies while also providing therapeutic support to patients and their families as needed.

Example of Duties

• Evaluate patients (existing, new and prospective) based on their needs, limitations and desires
• Conduct interviews with service users as well as their families in order to review and assess their situation
• Offer support and information to service users, as well as their families
• Make decisions and recommend on the best course of action for a particular member.
• Address patient concerns and goals while maintaining constant communication with the patient as well as a social services coordinator.
• Build rapport with patients and their families
• Utilize resources (county and state) to support social service needs.
• Maintain accurate records
• Other duties as assigned by management.

Desirable knowledge, abilities and skills

• Ability to make psychosocial assessments and develop and implement care plans
• Ability to work independently and as part of a team.
• Ability to work independently and as part of a team.
• Ability to provide after-hours service as needed
• Proficient computer skills
• Excellent listening and communication skills, both verbal and written
• Excellent people skills
• Well-groomed, professional appearance
• Good at decision-making
• Problem-solving skills
• Empathetic, patient, understanding and honest
• Reliable and adaptable
• Must be able to maintain client’s confidentiality
• Must be ethical • Must be able to relate with people from diverse lifestyles and cultures
• Good planning skills
• Well organized

Minimum training and experience

• High School or GED
• 1+ year experience
• Knowledge of specific software programs used within the organization

 

To apply for the Social Services Coordinator  position, please fill out the following form:

Care Manager: Description

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Distinguishing characteristics of work

UniVida Medical Centers is seeking a Care Manager to perform care management for patients with complex and chronic care needs by assessing, developing, implementing, coordinating, monitoring, and evaluating care plans designed to optimize patient health care across the care continuum.

Supervisory responsibilities

No supervisory responsibilities

Example of Duties

• Support and coordinate care with the patient’s primary care provider and other specialists as applicable
• Assist with identifying high risk population (i.e., high utilizers, multiple co-morbidities, polypharmacy, non-compliant, at risk for readmission, oxygen dependent, bed and wheelchair bound etc…)
• Conduct assessments to identify individual needs and a specific care management plan to address objectives and goals as identified during assessment(s) for patients enrolled in Care/Disease Management
• Provide patients with education on medical condition and co-morbidities
• Ensures patient access to services appropriate to their health needs (i.e. community resources, social services, behavioral etc…)
• Implement care plans by facilitating patient needs as appropriate related to medical, psycho-social, and psychiatric needs.
• Coordinate internal and external resources to meet patients’ needs
• Monitor and maintain inventory on urgency medications and supplies
• Assist and coordinate care regarding medical urgencies, not limited to assisting with IV’s, wound care, medication administration etc.…
• Participate in Interdisciplinary Care Team (ICT) meetings with patient’s provider to communicate patients progress with his/her treatment plan, discuss complex issues or barriers to care
• Performs duties telephonically or on-site such as at hospitals for discharge planning
  • Abide by Transition of Care (TOC) program description requirement
  • Communicate and coordinate with hospital and health plans concurrent reviewer
• Complete Population Health Program activities and meet Key Performance Indicators as required in policies and procedures
  • TOC
  • High-Risk Complex
  • Disease Management (Diabetes, CHF, COPD)
  • Telehealth
• Assist in problem solving with providers, utilization or service issues, prior authorization requests and long-term care application
• Implement activities to promote cost savings such as:
  • Potentially prevent admissions by coordinating outpatient care
  • Reduce readmissions (Target 10%)
  • Improve Generic Dispensing Rate
• Improve staff competence by providing educational resources; balancing work requirements with learning opportunities; evaluation the application of learning to changes in treatment results
• Assist patients with coordinating care pertaining to HEDIS/Preventive health screenings. (Target 5 Stars in all part C and Part D measures, 4 stars in Readmissions)

Desirable knowledge, abilities and skills

• Strong written and verbal communication skills
• Bi-lingual preferred
• Time-management and organizational skills
• Problem solving skills- Think critically and find potential solutions to problems
• Skills with Windows-based operating systems and EHR
• Skills in operating phones, computers, software and other IT systems.
• Ability to communicate with employees, patients and other individuals in a professional and courteous manner.
• Ability to pay close attention to detail and to ensure accuracy of reports and data.

Minimum training and experience

• High school education of higher
•  At least two years of related work experience are preferred.
• Licenses and/or certifications: Medical Assistant, LPN, Registered Nurse, or Foreign Medical Practitioner or equivalent medical experience

Physical demands

This position works in one of our medical clinics. The employee is required interact with patients face to face and/or telephonically. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

To apply for the Care Manager position, please fill out the following form:

Ultrasound Technician: Description

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Distinguishing characteristics of work

Ultrasound Technicians are directly involved in patient care, helping physicians diagnose and detect diseases and other medical concerns. Responsible for using the ultrasound equipment to help visualize internal anatomy functions. Their duties include calibrating and manipulating ultrasound equipment to conduct appointments, taking pictures or videos of potential abnormalities and discreetly notifying medical personnel if they identify something concerning.

Example of Duties

• Use sonographic equipment to identify and observe the area(s) of concern.
• Prepare the exam room for examinations and ultrasound procedure.
• Report to the appropriate medical staff of any abnormalities that require immediate attention.
• Maintain sonography equipment and report machinery failure.
• Conduct scan tests and write reports based on the results.
• Use the ability to solve problems and make decisions.
• Manage several patients and priorities and be able to adapt to a fast-paced work environment
• Work under minimal supervision and cooperate with other team members.
• Manage multiple priorities and projects, and display flexibility in a fast-paced work environment.
• Display good work ethic and friendly and cheerful disposition.
• Pursue professional development for the continual improvement of patient care.
• Works with calibration company for annual inspections.
• Communicate with referring primary care physician and discuss case.
• Keep clear records through EMR, PACS and Clearinghouse.
• Perform other assigned duties as needed.

Desirable knowledge, abilities and skills

• Knowledge of sonogram standards, requirements and regulations.
• Knowledge of sonogram equipment safety, cleanliness and infection control policies and regulations.
• Knowledge of ultrasound equipment uses and maintenance.
• Ability to effectively operate sonographic equipment.
• Ability to evaluate sonograms in order to acquire appropriate diagnostic information.
• Ability to integrate diagnostic sonograms, laboratory results, patient history and medical records and adapt sonographic examination as necessary.
• Ability to use independent judgment to acquire the optimum diagnostic sonographic information in each examination performed.
• Ability to evaluate, synthesize and communicate diagnostic information to the attending physician.
• Ability to communicate effectively with the patient and the health care team, recognizing the special nature of sonographic examinations and patient’s needs.
• Ability to establish and maintain effective working relationships with the public and health care team.
• Ability to perform work accurately and thoroughly.
• Ability to use a computer and electronic medical record.
• Ability to pay attention to the minute details of a project or task.
• Ability to adapt easily to changing conditions and work responsibilities.
• Ability to complete assigned tasks under stressful situations.
• Excellent communication skills, both verbal and written.
• Excellent people skills. Ability to meet patients and others needs while following medical centers policies and procedures.
• Maintain patient, team member and employer confidentiality. Comply with all HIPAA regulations.

Minimum training and experience

• High School Diploma or GED
• Associate degree or higher preferred
• 1+ year of Ultrasound experience preferred
• Preferred certification by American Registry for Diagnostic Medical Sonography (ARDMS).
• Proficient computer skills
• Proficient in both English and Spanish

Physical demands

• Frequent standing, walking, grasping, carrying, reaching, bending, stooping and speaking.
• Heavy lifting: up to 100 pounds maximum with frequent lifting, carrying, pushing and pulling up to 50 pounds, with assistance if needed.
• May need to lift or turn patients who are disabled, with assistance if needed.
• Frequent use of computer, keyboard, copy and fax machine and phone.

To apply for the Ultrasound Technician position, please fill out the following form: