Referral Coordinator – Bilingual (English/Spanish)

REPORTS TO: Medical Director

FLSA CLASSIFICATION: Non-exempt

REVISION DATE: September 8, 2017

APPROVED BY: Patrick Sallee

SUMMARY OF POSITION

Provides medical interpretation services between health care providers and patients and patient families with limited English proficiency. Demonstrates knowledge of the culture of the patient and family, the health care environment, and provides a cultural framework for understanding the message being interpreted. Works as part of a team-based health care delivery model to provide coordinated and comprehensive patient outreach and care coordination that follows the Patient-Centered Medical Home model. 

ESSENTIAL JOB RESULTS 

Care Coordination (Weighted 40%) 

In collaboration with healthcare teams, ensures patient care is coordinated and comprehensive by providing patient outreach, care coordination, education and follow-up services. 

1. Monitors all outgoing referrals, and conducts weekly referral tracking and follow-up, ensuring proper documentation is maintained throughout the referral process. Requests consult notes and conducts scheduling follow-up with various referral specialists. 

2. Provides assistance to help families overcome barriers to care (language, transportation, etc.) for patients referred for specialty appointments outside of Turner House Children’s Clinic. 

3. Generates weekly reports tracking the success rate of outgoing referrals and identifying potential problems or barriers to care. 

4. Monitors outgoing and incoming lab results, working with care teams to retrieve any missing or incomplete results. 

5. Manages the Clinic’s Community Resource Directory, ensuring that existing resources are accurate, researching and adding new resources as needed. 

6. Communicates with KanCare Managed Care Organizations regarding patient appointment compliance, durable medical equipment requests, and other plan resources.

7. Facilitates quarterly meetings of the clinic Family Advisory Committee, including managing communication with committee members, planning meeting agendas, and providing feedback to the QI Committee. 

Medical Records Administration and Technical/Support Services (Weighted 30%) 

As part of a team-based health care delivery model, assumes responsibility for electronic medical records quality control services including but not limited to: 

1. Assists in monitoring patient demographics by ensuring the appropriate information is entered into the patient management system. Reviews patient documents for accuracy of data. 

2. Scans and appropriately routes patient documents in the patient management system. 

3. Reviews and distributes faxes received. Retrieves medical records from Children’s Mercy Hospital through “My Patient Connections”, and from the Health Information Exchange when needed. 

4. Requests records from outside organizations as needed, including all newborn records prior to the patient’s first visit. Obtains newborn screen results from the State. 

5. Completes requests for medical records in a timely manner and tracks responses. 

6. Works with the Medical Director and Medical Office Receptionists to maintain an accurate patient database by assisting in monitoring internal and external patient panel lists and conducting patient outreach when necessary. 

7. Inactivates patients from the clinic electronic health record when the Medical Office Receptionists indicate that they are no longer active patients. 

8. Checks medical records voice mails before clinic sessions and throughout the day; documents messages for clinical and nonclinical calls and follow-ups on all messages appropriately and according to PCMH standards. 

9. Actively participates in THCC’s Quality Improvement process by administering and tallying results from the Quarterly Patient Satisfaction Surveys. Attends and actively participates in assigned QI meetings. 

10. Submits requests for outside interpreters for other languages. 

Provision of Medical Interpreter/Translation Services (Weighted 30%) 

Assists in the delivery of competent, accurate, medical care and treatment by performing medical interpreting and translation services to all patients and patient families including but not limited to: 

1. Clarifies the role of a Medical Interpreter to patients and families. Serves as a resource regarding the culture and practices of Wyandotte Community Health Center. 

2. Uses training and knowledge to ensure complete provider understanding of varying cultural beliefs and practices, as well as best practices regarding the use of interpreters. 

3. Works closely with providers and care teams to provide high-quality and culturally competent interpreting services. 

4. Provides English/Spanish interpreting during patient appointments at Turner House Children’s Clinic. Accurately transmits what has been said one language into another in order to support the communication between the health care provider and the patient and family. Adjusts language and dialect to fit needs of families. 

5. Provides interpreter assistance to help families overcome barriers to care for patients referred for specialty appointments outside of Turner House Children’s Clinic. 

6. Abides by the Medical Interpreter Code of Ethics: 

a. Maintains confidentiality of patient and family “Protected Health Information” (PHI) and “Nonpublic Personal Information” (NPI); abides by HIPAA regulations. 

b. Maintains non-judgmental attitude; refrains from interjecting personal opinions or counseling patients. 

c. Respects patient self-determination- shall not influence the opinion of the patient/family. 

d. Discloses any real or perceived conflicts of interest. 

e. Maintains professional distance. 

f. Refrains from engaging in interpretations that relate to issues outside the provision of health care services, unless qualified to do so. 

g. Refrains from accepting assignments beyond professional skills, language fluency, or level of training. 

h. Positions self appropriately to respect patient privacy during the physical examination. 

7. Translates written patient-specific health care information or care instruction into the language of the patient or family as appropriate. 

8. Seeks to increase and maintain interpreter skills and knowledge through continuing studies and training. Participates in continuing education programs as available; keeps abreast of evolving languages and medical terminology. 

9. Develops relationships with external agencies for on-site and telephonic interpretation services for diverse populations. 

Carries out Wyandotte Community Health Center’s mission: To provide access to quality health care for underserved children. 

Accepts and uses supervision, direction and consultation to maximize available resources in the completion of work duties. 

Additional responsibilities will be assigned as needed to maintain and improve effective functioning of the department and to advance the mission of the organization. 

All job responsibilities will be carried out under the direction of the organization’s policies and procedures. 

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES 

Associate’s degree in Health Care Interpreting, Business Administration, or related field required. Two (2) years relevant working experience providing Care Coordination and Interpreter/Translation services required. Bilingual fluency in written and oral English/Spanish required. Proficiency in use of personal computers and Microsoft Office Suite (Word & Excel) required. 

Individual must: 

1. Develop rapport with patients and their families, community and other health care personnel. 

2. Must exhibit a professional and respectful demeanor. 

3. Work successfully within team environment and collaborate with other professional staff. 

4. Demonstrate excellent customer service, helpfulness, and a positive attitude. 

5. Possess superior organizational skills with attention to detail and the ability to multi-task and meet deadlines. 

6. Demonstrate the ability to recognize, understand, and appreciate the value of cultural diversity. Demonstrate social and cultural sensitivity appropriate to ethnically and economically diverse patients and staff. 

7. Travel to all parts of the facility and throughout the community. 

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES 

Bachelor’s degree required. Certification as a Medical Interpreter (CMI) or Health Interpreter (CHI) preferred. Working knowledge of electronic health records, medical terminology, and third party health care coverage preferred. Prior experience working in a pediatric health care environment. 

REPORTING RELATIONSHIPS AND PRINCIPAL CONTACTS 

Reports to the Medical Director. Principal contacts include THCC Providers and other THCC staff, patients and patient families. 

SUPERVISORY RESPONSIBILITY 

None 

AMERICANS WITH DISABILITY SPECIFICATIONS 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform 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 is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk and hear. The employee must frequently lift and/or move materials that may weigh up to 40 pounds. 

Work Environment 

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

- Must have manual dexterity and experience to perform handwritten paper work, recordkeeping, and filing. 

- Prolonged sitting, standing, or walking may be required. 

- Frequent bending/stooping, squatting, reaching above the shoulders, twisting and turning, kneeling, and pushing/pulling may be required. 

- Employment is contingent upon successful clearance from Criminal, Kansas and Missouri Child/Elder Abuse and Neglect, Sex Offender background investigations, TB testing, pre-employment drug testing, and verification of Hepatitis-B immunization. 

- Occasional evening and weekend availability is required