Administrative Care Coordinator, Home Base Intensive Clinical Program

The Massachusetts General Hospital seeks a full-time Care Coordinator to support the Intensive Clinical Program (ICP) at Home Base, a partnership of the Red Sox Foundation and Massachusetts General Hospital. Home Base, a Red Sox Foundation and Massachusetts General Hospital program, is dedicated to healing the invisible wounds - including post-traumatic stress, traumatic brain injury, anxiety, depression, co-occurring substance use disorder, family relationship challenges and other issues associated with Military service - for Veterans of all eras, Service Members, Military Families and Families of the Fallen through world-class clinical care, wellness, education, and research. The Home Base ICP is an outpatient treatment program that combines evidence-based medicine with complementary and alternative medicine in a concentrated fashion. Patients receive roughly 50 hours of individual and group therapy.

The ICP Care Coordinator will play an integral role on the clinical administrative team in the delivery of services and quality of care provided to veterans and their families. The position requires strong organizational skills and the ability to converse comfortably with patients and their caregivers, clinical and administrative staff. Reporting to the Senior Practice Manager, the Care Coordinator will work closely with the ICP Director in managing the ICP schedule, staffing, reporting, and overall administrative management responsibilities of the program. The Care Coordinator will also assist with managing some financial aspects of program in terms of expense tracking and helping build cost efficiencies.

At Home Base, you are seen, heard, and treated with dignity and respect. We are committed to embodying values of anti-racism, diversity, equity, and inclusion. We recognize and work collaboratively to address disparities. We strive to foster an inclusive team environment in which each person has an experience of being valued and respected regardless of their intersecting identities.

Home Base is part of Massachusetts General Hospital, an Equal Opportunity Employer. By embracing diverse individuals, skills, perspectives, and ideas, we choose to lead. Applications from protected Veterans and individuals with disabilities are strongly encouraged.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Administrative Responsibilities:

• Schedule, set agendas, handle technology, and take notes for ICP Rounds, ICP Admissions

• Complete and distribute ICP patient discharge summaries for each cohort during check-out group

• Lead check-out group each cohort, including handing out discharge summaries, gathering media consent forms, and reviewing reimbursement protocol.

• Assist ICP Director with reporting requirements and communications:

• Weekly referral report to WWP

• Cohort updates (current and upcoming)

• Pipeline management and ongoing tracking of all ICP patients

• Media consent list

• Assist Director with providing data, program information/descriptions and patient stories for grant proposals and reporting requirements

• Assist Director with staffing and schedule for each cohort

• HBO cohort building and post encounter form completion and tracking

• ICP Admissions:

• Monitor census per cohort and work with Director to ensure available spots are filled to maximize patient TPGs and protect funding sources

• Liaise with partner organizations for specialty cohorts (TAPS, SOF) to report on status during recruitment and onboarding

• Work with other program leaders to coordinate additional programming for the ICP (outreach, VA liaison, substance use, nutrition, fitness, art, resiliency, recreational/weekend activities, etc.)

• Work with clinical administrative management and ICP Director to ensure all patient communications are accurate, consistent across providers and in line with hospital guidelines: admission emails, onboarding process and required paperwork, treatment agreements, etc.; work with Administration to ensure these are in line with MGH policies and guidelines

• Help update and maintain up to date ICP policies and procedures documents

• Help triage patient-related travel questions

• Process patient reimbursements

• Assist with invoice processing as it relates to the Intensive Clinical Program (hotel, farms, meals, etc.)

• Contribute to the continued development of Home Base Online (HBO), a customized database, or it's replacement (Salesforce) to ensure that data is collected and reported out in a manner which accurately reflects the full impact of the care and support delivered to veterans and family members

• Assist with providing program information to outside providers seeking details on the Home Base Intensive Clinical Program

• Attend and participate in interdisciplinary meetings and staff meetings as requested

• Trained in Front Desk procedures and able to provide coverage for Front Desk staff as needed on a back-up basis as requested by Administrative Manager

• Adhere to Departmental and Hospital standards, policies, and procedures

• Perform other duties as assigned

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• Excellent organizational and time management skills and ability to multitask in a fast-paced environment

• Excellent interpersonal skills- collaboration, customer service and advocacy skills

• Excellent written and verbal communication skills

• Excellent judgment and ability to work independently in a unique position and multi-task essential

• Strong computer skills; experience using databases and in data entry helpful

• Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff

• Highly motivated, independent, and capable of performing in a complex environment; Strong sense of initiative and perseverance to carry through to completion of tasks

• Familiarity with military population helpful but not required

EDUCATION:

• Bachelor's Degree Required

EXPERIENCE:

• Prior experience in health care, mental health, military, or VA preferred

WORKING CONDITIONS:

• Outpatient Clinic Setting, hybrid position. Some on site work is necessary