Job Information
Tufts Medicine Patient Transition Facilitator in Boston, Massachusetts
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Hours: 40 hours per week; Monday through Friday from 8:00 AM to 4:30 PM
Location: 100% onsite at 800 Washington St. Boston, MA - Tufts Medical Center
Job Profile Summary
This role focuses on performing activities associated with evaluating, developing, recommending, implementing, and carrying out the policies and procedures related to the delivery of high quality patient care. In addition, this role focuses on performing the following Care Navigation related duties include: Focuses on the patient's needs and helps guide the patient through the healthcare system and works to overcome obstacles that are in the way of the patient receiving the care and treatment they require. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An experienced level role that requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. Works under moderate supervision, problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures, and communicates information that requires some explanation or interpretation.
Job Overview
This position assists with throughput by eliminating the restrictions of attempting to schedule follow-up at time of discharge. Supports primary and specialty care scheduling for discharged patients, specifically patients with complex medical needs requiring more than one appointment. This work helps to prevent readmissions. This position is critical to support patient experience and provider satisfaction.
As member of the Transition of Care Team, this position has two principal duties in assisting with the transition from inpatient to outpatient care:
1) Works to obtain and understand the list of patients’ planned discharge dates and schedules appointments with primary care physician and/or specialists as ordered by the inpatient care team
2) Acts as the on-call discharge facilitator receiving requests from providers on various units to coordinate outpatient follow-up care.
Job Description
Minimum Qualifications:
Associate’s degree.
One (1) year of related experience.
Preferred Qualifications:
Bachelor’s degree.
Previous medical and/or administrative experience.
Previous EPIC experience.
Experience with registration and scheduling, eligibility, and health insurance.
Duties and Responsibilities:
Works to obtain and understand the patients’ planned discharge dates and requirements.
At bedside, when possible, schedules appropriate follow up appointments with the patients’ primary care office and or specialists’ offices and confirm dates & times with the patients and/or family members and other caregivers who will be assisting the patient.
Updates Epic after visit summary with appointment information prior to discharge.
Calls discharged patients to schedule ordered follow-up appointments.
Promptly answers TigerTexts and WQ requests for patient post-discharge follow-up appointments.
Provides additional options to patients who are OON while following NSA guidelines.
Coordinates external scheduling when necessary.
Maintains in-depth knowledge of all assigned departments’ specialty and subspecialty services and departments.
Interacts with physicians, nurses, case management, clinic representatives, and support staff to resolve problems, ensuring prompt and excellent customer service and customer relations.
Communicates issues related to access and customer service with management to expedite resolution appointments to requesting referring physicians.
Participates in the achievement of personal and departmental goals and initiatives.
Records and tracks patient encounters.
Confers with team members to confirm which patients will be visited first and in which order.
Visits patient at the bedside and explains the patient portal, confirms the patient’s interest in accessing their account, walks the patient through their log in process and explains content and limitations of their portal.
Informs nurses and other staff members of patients’ requests upon leaving their room and/or enters the request in the Nurse Call system.
Physical Requirements:
Prolonged, extensive, or considerable standing/walking.
Considerable reaching, stooping, bending, kneeling, crouching.
Frequent exposure to hazardous chemicals, sick patients, bodily substances, noise and possible exposure to radiation, lasers, electric shock, etc.
Regularly exposed to the risk of blood borne diseases and other transmissible infections.
Contact with patients under a wide variety of circumstances.
Subject to varying and unpredictable situations.
Subjected to irregular hours.
May have contact with hazardous materials.
Skills & Abilities:
Must have excellent communication skills.
Must have a high level of interpersonal skills for interacting effectively and cordially with a wide variety of hospital personnel, visitors, and patients.
Knowledge of computer systems and software with an ability to learn and retain new applications.
Utilizes cultural competence training and knowledge of individual needs to enhance patient, family, and co-worker’s health care experience.
Knowledge of medical terminology or healthcare operations.
Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org .