Member Liaison Specialist - Skyway-Care Delivery

Location: BROOKLYN HEIGHTS

Biweekly Hours: 80.00

Shift: M-F 8-5

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County’s safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.

Summary:

Serves as the primary liaison between Skyway members and The MetroHealth System while providing a high level of concierge service. Coordinates access to care for Skyway members while ensuring their efficient usage of the Skyway network and MetroHealth services. Serves as the liaison between Skyway members and the Care Coordinator/Care Navigator for the Population Health Innovation Institute (PHII) in the provisioning of care navigation activities. Proactively coordinates the Skyway patient panel, including monitoring member utilization data for appropriate patient engagement. Visits inpatients daily. Participates in health coaching, health fairs, coordinates biometric screenings, and other wellness activities. Assumes accountability for member satisfaction. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.

Qualifications:

High School Diploma or passage of a high school equivalency exam. Completion of one of the following: • An Ohio Board of Nursing approved Licensed Practical Nurse (LPN) program. • Registered in good standing as a State Tested Nursing Assistant (STNA) with the Ohio Department of Health Nurse Aide registry, AND has 2 years of experience at an STNA. Experience with data entry, including using spreadsheets, databases, and patient registries. Displays a strong commitment to delivering excellent customer service, with a preference for doing so in a healthcare setting. Knowledge of basic medical procedures and medical terminology. Excellent written, verbal, and interpersonal communication skills, and able to use those with a diverse patient population. Strong computer skills, including familiarity with the Microsoft Office suite of products. Strong analytical skills, including with health-related data. Detail-oriented with strong organizational and multi-tasking skills. Solid judgement, flexibility, initiative, and problem solving abilities. Highly dependable with a strong work ethic. Willing and able to work a flexible schedule, including some evenings or weekends. Access to reliable transportation to travel between locations both within and outside The MetroHealth System based on operational needs.

Preferred: Graduate of a state-approved School of Practical Nursing. A current LPN license through the Ohio Board of Nursing. Possess a current Health Coach certification from an approved institution (i.e. the National Board for Health and Wellness Coaches (NBC-HWC) or WellCoaches). Experience with the Epic electronic health record system. Fluency in writing, speaking, and interpreting both English and another foreign language.

Physical Requirements: May sit, stand, stoop, bend, and ambulate intermittently during the day. May need to sit or stand for extended periods. See in the normal visual range with or without correction. Hear in the normal audio range with or without correction. Finger dexterity to operate office equipment required. May need to lift up to twenty-five (25) pounds on occasion. Ability to communicate in face-to-face, phone, email, and other communications. Ability to see computer monitor and departmental documents. Ability to read patient records, reports, etc.