Description/Job Summary

The Care Coordinator is responsible for the completion of clinical and administrative tasks in primary care to ensure that patients receive healthcare that is competent, caring and meets with a high degree of satisfaction. The Care Coordinator at Annex West Health Center is a key linkage resource, coordinating and executing all activities related to the primary care, outreach and HIV care programs. The Care Coordinator interfaces with patients in the programs’ populations of focus (including HIV+ individuals, persons testing for HIV, persons at high-risk and patients with complicated medical needs) and performs a range of administrative duties to optimize program outcomes.

Team members are expected uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.

Responsibilities/Duties

• Act as the liaison between Action Wellness and The Annex West Health Center for both patient and staff inquisitions.
• Coordinate all components of primary care, outreach and the HIV and High-risk patient care (e.g., scheduling appointments, performing appointment reminder activities, conducting follow-up calls for no-shows, troubleshooting non-clinical patient issues).
• Conduct assessments of patients referred to the programs and develop goals to support healthcare access and treatment. This may include medication reconciliations, medication adherence support, coordination of communication between providers, providing health information, assisting with medical benefits, and other responsibilities as needed.
• Provide Hospitalization follow-up and risk assessment for discharged patients
• Receive referrals for care management requests from providers, triage needs and coordinate care appropriately
• Track referrals to specialty care and for preventive care procedures such as mammogram and colonoscopy to ensure completion
• Track laboratory tests to ensure completion
• Process prior authorizations as a support to the Medical Assistants
• Participate in care management activities in collaboration with the PC team
• Utilize direct messaging platforms to send and receive communication between hospitals, specialists, and other providers
• Work with Quality Improvement Team to proactively close gaps in care, contact patients due for care activities, and manage provider high-risk panels effectively
• Provide Front Desk or MA coverage, as appropriate
• Establish trusting relationships with patients and communicate concerns to appropriate clinical, social work, or outreach staff as necessary.
• Maintain electronic records.
• Contribute to AACO reporting needs, including data entry for monthly and quarterly reports.
• Implement projects/programs to improve patient satisfaction.
• Participate in on/off site meetings and training sessions.

Required Education:

• High school diploma/GED

Required Experience

• 3 + years of experience working as a Certified Medical Assistant or equivalent experience preferred, though we are also open to recent graduates
• Experience working within a community-based health center preferred

Required Qualifications

• Current Medical Assistant certification in the Commonwealth of Pennsylvania
• Program management experience a plus
• Education, training, or experience in working with HIV+ individuals and patients with complicated medical needs a plus
• Proficient in MS Office programs and willingness to learn all electronic health records & computer systems needed for success
• Exemplary organizational skills and ability to prioritize
• Ability to work effectively as a team member.
• Excellent interpersonal, communication, customer service, problem-solving and conflict-resolution skills.
• Unconditional ability to maintain HIPAA/confidentiality regulations.
• Demonstrated cultural competency among persons from various ethnic and social backgrounds.
• Demonstrated professionalism, responsibility, courtesy, reliability and effective time management skills.
• Exhibit behaviors that align with RHD/FPCN’s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values.
• Support FPCN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.
• Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.
• Ability to build and maintain positive and professional relationships based on respect, trust, and safety.
• Ability to create a space for staff and those we serve to feel physically and emotionally safe.
• Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.

Program Summary

Family Practice and Counseling Network, a program of Resources for Human Development, is a network of community health centers providing comprehensive primary care, dental and behavioral health services. The Network consists of four health centers in Philadelphia – Abbottsford-Falls Family Practice & Counseling in the Northwest, the Stephen and Sandra Sheller 11th Street Family Health Services of Drexel University in the North, the Health Annex in the Southwest, and Annex West Health Center in West Philly housed in Action Wellness building (formerly Action AIDS), as well as the SBHC Collaborative, a partnership between Education Plus Health (EPH) and FPCN at CB School in Roxborough. Today the Network serves more than 20,000 patients annually and is an NCQA certified Patient-Centered Medical Home, and recognized by HRSA as a National Quality Leader for Behavioral Health.

The Network’s mission is to provide person-centered, integrated and comprehensive health services to individuals and families across their lifespan. The Network promotes resiliency and well-being among patients, staff and surrounding communities. Network services are targeted to the surrounding communities and the advisory committee that guides services primarily consists of people from the communities served.

RHD employees and programs in the City of Philadelphia are required to follow the COVID vaccine mandate. The City of Philadelphia has issued an Emergency Regulation Governing the Control and Prevention of COVID-19 Mandating Vaccines for Healthcare Workers and In Higher Education, Healthcare, and Related Settings (“Vaccine Mandate Regulation”), which mandates vaccine for healthcare workers and in higher education, healthcare, and related settings. This mandate became Effective on August 16, 2021 and requires Healthcare Workers and certain workers at Healthcare Institutions to be fully vaccinated by October 22, 2021. Fully vaccinated means it has been two weeks since the final dose of vaccine. Thus, we now require vaccination prior to start for all new hires.

Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
As a healthcare center, we are currently following all CDC guidelines. We provide staff with PPE, including gloves, masks, and face shields, and work stations are partitioned with plexiglass. We require all staff to wear masks and be fully vaccinated.

Education:

• High school or equivalent (Required)

Experience:

• Certified Medical Assistant or equivalent: 3 years (Required)
• program management: 1 year (Preferred)
• working with patients with HIV and complex medical needs: 1 year (Preferred)
• working within a community-based health center preferred: 1 year (Preferred)

License/Certification:

• current Medical Assistant certification in PA (Required)

Work Location: One location

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