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Patient Support & Activation
Monitor patient lead-up requirements and paperwork to help ensure patients are prepared for their first appointment.
Follow up on outstanding patient requirements and identify barriers that may prevent timely activation.
Ensure patient accounts are activated and ready for care in accordance with established workflows.
Provide patients with clear information regarding next steps, appointments, and care coordination processes.
Respond to patient questions and concerns and ensure appropriate follow-through.
Patient Engagement & Care Journey
Monitor patients throughout their initial care journey and support continued engagement with care.
Conduct outreach and follow-up activities to monitor patient engagement during the first 30 days of care.
Identify patients who may be at risk of disengagement and take appropriate action to support continued participation in care.
Follow up on missed appointments and coordinate with appropriate internal teams to address barriers to care.
Monitor and help ensure patients are not incorrectly billed for missed first appointments by following established processes and escalating issues as needed.
Maintain accurate and timely documentation of patient outreach, engagement, and follow-up activities.
Escalation & Step-Up in Care
Support the identification and coordination of patients who may require escalation or transition to a higher level of care.
Coordinate with Talkspace providers and patients to facilitate a safe and smooth transition back to an appropriate UHS facility when additional or higher-level care is needed.
Work with internal stakeholders to identify the appropriate UHS facility based on the patient's needs and circumstances.
Contact UHS facilities to coordinate scheduling and facilitate the transition of care.
Communicate relevant information, next steps, and expectations clearly to patients, providers, and facility stakeholders.
Track outstanding transition activities and ensure timely follow-through through completion.
Escalate complex patient, scheduling, or operational issues to the Care Coordinator Manager or appropriate clinical team members.
Team Collaboration
Work closely with Care Coordinators, Care Coordinator Managers, providers, and internal operational teams to support patient needs.
Collaborate with Talkspace providers and UHS facility partners to facilitate patient access and continuity of care.
Communicate patient engagement trends, barriers, and operational issues to appropriate team members.
Follow established workflows and contribute feedback and recommendations to improve patient support and care coordination processes.
Participate in team meetings, training, and ongoing process improvement initiatives.
Documentation & Quality
Maintain accurate, complete, and timely documentation of patient outreach, activation, engagement, and care transitions.
Follow established policies, procedures, and workflows related to patient communication, care coordination, and escalation.
Protect patient confidentiality and handle sensitive patient information in accordance with applicable privacy and compliance requirements.
Support team performance and quality goals by completing assigned outreach and follow-up activities within established timelines.
Identify recurring barriers or issues impacting patient engagement and communicate opportunities for improvement to leadership.
Other Responsibilities
Performs other related duties as assigned.
Provides operational and patient support to the Care Coordination team as needed.