Care Management Support Specialist

Hours: 40 hours per week; M-F 8:00-4:30 PM

Location: Remote, candidate must be local as occasional travel may be required to our locations in Massachusetts as needed.

About Tufts Medicine Integrated Network

The Tufts Medicine Integrated Network is a distinctively different population health enterprise, including 3,500 physicians and advanced practice clinicians. Working as Tufts Medicine employees or in private practice, we deliver exceptional, coordinated care in both community and hospital settings, with a sharp focus on value-based care and health equity. Our purpose is to build healthier communities and create healthy, rewarding experiences for our patients and care teams.

Job Overview

This position works closely with the ambulatory network, health plans, community partners and the care management team to triage referrals and assign them to care teams to ensure that patients receive comprehensive and coordinated care through the continuum of care. This position is an integral member of the Care Management Department, who directs patient referrals to the appropriate care and resources. Collects patient information and assessments to determine patients’ primary needs, to connect patients to the correct care team. Develops close relationships with and serves as one of the primary contacts for the various collaterals who utilize the department’s services and supports. Takes the lead on various reporting requirements for the department. This will involve proficiency in running and manipulating reports and data within the system’s EMR.

Job Description

Minimum Qualifications:

1. High School Diploma or equivalent.

2. Two (2) years of clinical setting experience. This may include experience in a Nursing Unit, Care Management Department, Managed Care setting, PCP or SCP office setting.      

Preferred Qualifications:

1. College degree OR Medical Assistant National Certification Attestation issued by a governing body (AAMA, AMCA, AMT, NCCT, or NHA).

2. Four (2) years of clinical setting experience. This may include experience in a Nursing Unit, Care Management Department, Managed Care setting, PCP or SCP office setting.      

3. Experience working in the human services field.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned.

1. Works within the EPIC Compass Rose platform to triage referrals to the Ambulatory Care Management Department.

3. Ensures referral work queues are up to date; adhering to the established timeframes for referral assignment turnaround.

4. Completes required documentation in EPIC, as well as other department-sponsored databases in a timely and accurate manner.

5. Operates as the care management referrals ‘subject matter expert’; being a resource to team members, ambulatory practice and hospital staff, and other collaterals who refer into the department.

6. Acts as the primary contact for internal and external collaterals, such as health plans, ambulatory practices, hospitals, and Community Partners.

7. Develops trusting and professional relationships with our internal and external collaterals; engaging respectfully and with the utmost attention to service.

8. Responds promptly to requests made to the department and leverages team members when appropriate.

9. Runs and reconciles regularly scheduled reports for the care management team, including hospital discharge and admission data.

10. Runs regularly scheduled reports for management to review and analyzes team performance, referral volume, and overall program trends.

11. Collaborates with management to ensure workflows are adequately meeting the needs of the department and the patient population we serve.

12. Trains staff, as needed, on systems for coverage as well as onboarding purposes.

13. Maintains collaborative relationships with peers and colleagues in order to effectively contribute to the organization’s achievement of goals.

14. Helps foster a positive work environment including working collaboratively with internal staff and all affiliated organizations.

Physical Requirements:

1. Frequent sitting, occasional standing or working, and lifting of 10-15 lbs. 

2. May be exposed to dust and other typical office-like discomforts. 

3. Manual dexterity using fine hand manipulations for computer keyboard operation. 

4. Requires ability to see computer screen and read reports. 

5. Requires ability to hear instructions from physicians and other clinical or nursing staff. 

Skills & Abilities:

1. Demonstrates customer focused interpersonal skills to interact in an effective manner with practitioners, the interdisciplinary health care team, community agencies, patients, and families with diverse opinions, values, and religious and cultural ideals.

2. Demonstrates ability to work autonomously in established situations and be accountable to the goals of the department.                                                                                                                                                                            

3. Demonstrates ability to influence and negotiate with individuals.

4. Demonstrates ability to function effectively in a fluid, dynamic, and rapidly changing environment.

5. Familiarity with the target community and feels connected to that community.

6. Ability to work well with people of various ages, backgrounds, ethnicities, and life experiences.           

7. Proficiency in Microsoft Applications, particularly with Excel.

Job Profile Summary

​This role focuses on providing administrative and business support to the organization in order to achieve operational goals. In addition, this role focuses on performing the following General Administration duties: Produces documents, collects, records, sorts and files information, handles mail, prepares routine reports, makes travel arrangements, arranges appointments, responds to inquiries, data entry, and operates office equipment.  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 entry level role that typically requires little to no prior knowledge or experience, work is routine or follows standard procedures, work is closely supervised, and communicates information that requires little explanation or interpretation.

At Tufts Medicine, we want every individual to feel valued for the skills and experience they bring. Our compensation philosophy is designed to offer fair, competitive pay that attracts, retains, and motivates highly talented individuals, while rewarding the important work you do every day.

The base pay ranges reflect the minimum qualifications for the role. Individual offers are determined using a comprehensive approach that considers relevant experience, certifications, education, skills, and internal equity to ensure compensation is fair, consistent, and aligned with our business goals.

Beyond base pay, Tufts Medicine provides a comprehensive Total Rewards package that supports your health, financial security, and career growth—one of the many ways we invest in you so you can thrive both at work and outside of it.

Pay Range:

based on full-time equivalent