Position Summary:
CCA Primary Care provides primary care for complex patients with disabilities and frail elders in their home, virtually, or at one of our clinic locations. We are an interdisciplinary care team consisting of APCs, physicians, behavioral health clinicians, nurses, MAs, and administrative staff.
The DME Coordinator serves as the trusted local expert on durable medical equipment, ensuring patients receive their essential supplies and equipment by partnering closely with physicians, APCs, RNs, leadership, and other staff to coordinate and troubleshoot DME fulfillment. The DME Coordinator acts as a liaison to DME vendors and specialty practices and provides the highest level of empathetic customer service to patients. This position offers an opportunity for an energetic problem solver with a passion for helping others to play a unique and deeply meaningful role in the care of vulnerable and disabled patients, while feeling like a ‘most valuable player’ within a dynamic and close-knit primary care team with a powerful mission and rich history.
Supervision Exercised:
- No, this position does not have direct reports.
Essential Duties & Responsibilities:
- Develops expertise in DME fulfillment as well as the Tomorrow Health Platform through frontline experience, background research, and process improvement efforts.
- Learns from troubleshooting individual cases and remaining up to date on workflow and process changes.
- Process new orders in Tomorrow Health system based on requests and clinical information provided, identifying and ensuring relevant supporting documentation is completed to ensure success rates and overall efficiency
- Overall oversight and follow up on active orders in the Tomorrow Health system including coordinating between patients, providers, DME vendors and Tomorrow Health Care Advocates, following through until the patient receives their supplies.
- Assist with development and maintenance of supporting Excel file and/or other tracking system to support DME coordination and data needs.
- Responsible for ensuring that all DME orders signed in Tomorrow Health are uploaded appropriately to each patient chart.
- Provide training and support on the Tomorrow Health system to CCA Primary Care staff as needed.
- Address prior authorization needs in a timely manner, working with others as needed to complete.
- Collaborate with CCA Primary Care leaders and staff to develop and improve processes to achieve high rates of successful DME fulfilment.
- Participate in DME projects as they arise such as transitioning vendors, systems, or workflows.
Working Conditions:
- Standard office conditions.
- This is a primarily remote position with flexible options to work onsite at any of our locations. When necessary, the employee should be able to work on site or come in for meetings or events.
Required Education (must have):
- High School Diploma, GED or equivalent experience
Required Licensing (must have):
Desired Licensing (nice to have):
Required Experience (must have):
- Minimum of 2 years of relevant healthcare & DME experience
- Willing to learn and utilize technologies (video, chat, etc.), when appropriate, for coordination of services.
Desired Experience (nice to have):
- Experience in customer service or related field
- Experience working in health care settings as a nurse, MA, or patient navigator
Required Knowledge, Skills & Abilities (must have):
- Telephone etiquette/customer service skills
- Verbal and written communication skills
- Critical thinking and problem-solving skills
- Experience working with Microsoft Office applications (Excel, Teams) and other productivity software
- Willing to learn new systems/platforms (e.g., Tomorrow Health)
- Workflow development, training, and implementation
Required Language (must have):
Desired Knowledge, Skills, Abilities & Language (nice to have):
- Previous experience using eClinicalWorks (eCW) electronic medical record a plus
- Curiosity and a desire to learn and solve problems
- Bilingual or multi-language skills
- Spanish highly desired
Commonwealth Care Alliance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard torace, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, status as a protected veteran, or any other category protected by applicable federal, state or local laws.
