This position works in collaboration with the care management team to proactively partner with patients enrolled in care management and their caregivers to guide the patient through the healthcare system by providing patient and clinic registry, scheduling and care team support.

• Appointment scheduling: Active outreach to assigned patient population, calling patients who have not scheduled or who may need to reschedule with referred providers, scheduling/coordination of complex appointment needs
• Data entry: Assist in management of patient registry and care management database
• Pre-clinic planning: Standardized questions to parents/patients before clinic appointments, organization of information needed for clinic preparation
• Quality Improvement and Research: Involvement in pilot studies, including data collection.
• Between-visit support: Active outreach to patients/families based on non-assessment based delegated tasks from care managers and providers. Collect patient surveys. Proactive scheduling reminders and tracking.

Specific duties are determined by the work setting or patient population served; however, in all positions, serving patients with challenging and complex conditions requires a concentration of specialized staff able to work in highly coordinated teams. We organize care around each patient’s condition which requires staff at multiple levels and across many departments to exhibit exceptional teamwork qualities including communicating efficiently and effectively and adopting the behaviors required for high functioning integrated teams, consistent with our Gillette CARES expectations.

Major Challenges

• Ensuring consistent communication with patients, caregivers, Gillette services (inpatient, outpatient, and different specialties), primary care / referring providers and various community resources.
• Coordinated scheduling of complex appointments and procedures.
• Critical thinking and ability to manage shifting priorities in a dynamic environment to ensure timely and effective response to patient and organization needs.
• Completion of a wide variety of administrative tasks, frequently and rapidly changing needs.
• Uses judgment in resolving problems while effectively communicating with internal and external customers.
• Ability to remain professional, organized, and provides excellent customer service under pressure.

Qualifications

Required:

• Bachelor’s degree
• Must be interested in working with people with short term or long-term disabilities that begin in childhood
• Excellent customer service skills
• Physically able to work hours required and meet physical demands of the position.

Strongly Preferred:

• Prior experience in a health-related setting
• Knowledge and understanding of medical terminology

Gillette requires all staff to be fully vaccinated for COVID-19 unless there is a Gillette-approved medical or religious exemption. New hires will be required to have at least one dose of the COVID-19 vaccine prior to starting employment and submit proof of 1st dose of COVID-19 vaccine prior to 1st day. Gillette also requires all employees to receive the influenza vaccine or wear an approved face mask during influenza season. The flu vaccine can be done at the time of the health clearance appointment.

Gillette Children’s is committed to recruiting and retaining a diverse team, as we know that the diverse experiences of our employees make Gillette a stronger and better organization. We are committed to creating an equitable and inclusive environment where all patients, families and staff are welcomed and valued. We believe diverse perspectives and identities foster excellence, improve patient care and are essential for Gillette to fulfill its mission. Our team members collaborate to help patients of all backgrounds and abilities reach their full potential.

Gillette Children's is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individual's race, color, creed, sex, religion, national origin, age, disability, marital status, familial status, genetic information, status with regard to public assistance, sexual orientation or gender identity, military status or any other class protected by federal, state or local laws.

Gillette Children’s is a global beacon of care for patients with brain, bone and movement conditions that start in childhood. Our research, treatment and supportive technologies enable every child to lead a full life defined by their dreams, not their diagnoses.

To learn more about working at Gillette Children's, please visit https://www.gillettechildrens.org/careers.

Gillette Children's participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work, Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit https://www.e-verify.gov/ for further details regarding e-verify.