Provide case management services which promote quality, cost-effective outcomes by helping selected member populations achieve effective utilization of healthcare services. Incorporate the essential functions of professional case management concepts to enhance patients’ quality of life and maximize health plan benefits. These functions include, but are not limited to:
- Coordination and delivery of healthcare services
- Consideration of physical,psychological, and cultural factors
- Assessment of the patient’s specific health plan benefits and additional medical, community, or financial resources available
1. Collect and assess patient information pertinent to patient’s history, condition, and functional abilities in order to develop a comprehensive, individualized care plan that promotes wellness, appropriate utilization, and cost-effective care and services.
2. Develop, implement, and coordinate case management action plan for achieving specified patient goals as determined by the case management plan. Coordinate necessary resources to achieve goals and objectives. Accurately document case notes and letters of explanation which may become part of legal records.
3. Monitor and evaluate appropriateness of case management action plan, assess progress toward meeting goals, and modify the plan to help achieve desired patient outcomes.
4. Perform concurrent review of patients admitted to hospitals. Maintain telephone contact with the hospital utilization review personnel to assure appropriateness of continued stay and level of care. Identify cases that require discharge planning, including transfer to skilled nursing facilities, rehabilitation centers, home health or hospice services.
5. Manage mental health- and chemical dependency- related cases to assure appropriateness of level of care (inpatient, residential, and outpatient) within contract benefits. Serve as a resource to assist patient and patient’s family in accessing appropriate providers, facilities, and community resources for their behavioral healthcare needs.
6. Review referral and preauthorization requests for appropriateness of care within contract guidelines. Incorporate knowledge of mortality, morbidity, and established standards of practice associated with surgical procedures, pharmaceuticals, medical and behavioral health diagnoses.
7. Identify high exposure cases, case management or utilization review issues, pertinent inquiries, problems, and decisions that may require review, and inform the Medical Director. Present and document pertinent information to support recommended action plan.
8. Identify and negotiate with appropriate vendors to provide services. When appropriate, negotiate discounts with non-contracted providers and/or refer such providers to Provider Network Department for contract development.
9. Serve as primary resource to patient and family members for questions and concerns related to the health plan and in navigating through the health systems issues.
10. Track and manage provider claims related to caseload. Work with Claims Department to assure timely and accurate adjudication of claims.
11. Review and audit selected provider claims referred by the Claims Department. Determine and advise regarding the appropriateness of reimbursement for services, considering diagnosis, pre-existing conditions, elective treatment, and contract provisions.
12. Interact with other PacificSource personnel to assure quality customer service is provided. Act as an internal resource by answering questions requiring medical or contract interpretation that are referred from other departments, as well as physicians and providers of medical services and supplies. Assist employers and agents with questions regarding healthcare resources and procedures for their employees and clients.
13. Identify catastrophic or high exposure cases and prepares written summary for monthly Large Case Report.
14. Assist Medical Director in developing guidelines and procedures for the Health Services Department.
15. Work with Medical Director to facilitate patient appeals. Prepare case presentations, as directed, for Medical Grievance Review Claims and Utilization Review Committee, Policy and Procedure Review Committee (PPRC), and/or the Membership Rights Panel (MRP).
1. Act as backup for other Health Services Department staff and functions as needed.
2. Serve on designated committees, teams, and task groups, as directed.
3. Work with Medical Director in responding to inquiries or complaints to the Insurance Commission, preparing reports for other review functions, and addressing grievances and appeals.
4. Assist contracted case management and/or utilization review providers in contract interpretation and to assure appropriate utilization and cost-effective care.
5. Represent the Heath Services Department, both internally and externally, as requested by Medical Director.
6. Meet department and company performance and attendance expectations.
8. Perform other duties as assigned.
Work Experience: Five years nursing experience with varied medical exposure and experience. Experience in case management, including cases that require rehabilitation, home health, and hospice treatment. Insurance industry experience preferred.
Education, Certificates, Licenses: Registered nurse with current Oregon License. Certified Case Manager (CCM) as accredited by CCMC (The Commission for Case Management Certification) preferred.
Knowledge: Thorough knowledge and understanding of medical procedures, diagnoses, care modalities, procedures codes including ICD-9, DSM-IV, and CPT Codes, health insurance and State-mandated benefits. Thorough knowledge and understanding of contractual benefits and options available outside contractual benefits. Thorough knowledge of community services, providers, vendors and facilities available to assist members. Thorough knowledge of creating appropriate case management plans. Ability to use computerized systems for data recording and retrieval. Assures patient confidentiality, privacy, and health records security. Establishes and maintains relationships with community services and providers. Maintains current clinical knowledge base and certification. Ability to work independently with minimal supervision.
• Building Customer Loyalty
• Building Strategic Work Relationships
• Contributing to Team Success
• Planning and Organizing
• Continuous Improvement
• Building Trust
• Work Standards
• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We encourage creativity, innovation, and the pursuit of excellence.
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.
Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.
PacificSource is an equal opportunity and affirmative action employer.
PacificSource Health Plans is anything but a typical health plan. We’re a growing, independent, not-for-profit organization with a...