Care Coordinator, Telepsychiatry

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Location: Lowell, MA
Job ID: 157320-1A
Date Posted: Sep 25, 2019
Category: Specialist

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Job Description

Welcome To

Lahey Health Behavioral Services is part of a vibrant and growing health care system, recognized as a trailblazer in medicine and a standard bearer in patient experience. It includes an award-winning academic medical center, a superb constellation of community hospitals, home care services, rehabilitation facilities and more.

We are committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational and performance is rewarded.

About the Job

The Lowell Emergency Services Program (ESP) through Lahey Health Behavioral Services has been awarded a grant by the Blue Cross Blue Shield Foundation to expand access to Behavioral Health services in an Urgent Care Capacity where the Lowell ESP has identified an urgency to provide open access to client’s who are in need of medication management as there are lengthy wait lists and a shortage of psychiatrists within the Lowell area and its surrounding towns. As a result, the Lahey Lowell ESP will be implementing telepsychiatry as a bridge service available to individuals aged 21+ who have completed a crisis evaluation with an identified urgent need to access medication at the completion of their evaluation to reduce psychiatric symptoms causing impairment to the client’s current level of functioning. Lahey seeks to hire a Care Coordinator to provide a continuum of intensive case management for clients who have been referred to telepsychiatry services, as such, the Care Coordinator will provide care coordination by working with the client in completing requests made by the telepsychiatrist (i.e. obtaining necessary lab work), assist in scheduling follow up appointments with the telepsychiatrist and maintain regular contact with the clients to identify and overcome any barriers the client may experience in accessing necessary therapeutic and psychiatric services. The overarching goal of the Care Coordinator is to implement referrals, at minimum to an outpatient psychiatrist, and regularly follow up with the referred agency to ensure the client is on an active wait list.

1. Responsible for ensuring integrated service delivery for all persons enrolled in telepsychiatry program. The Care Coordinator will assess for and address barriers to successful engagement in telepsychiatry services.

2. Provides community based case management services to assist members in mitigating barriers to accessing further treatment, self-help groups, and additional services related to mental health and other activities of daily living. The care coordinator supports the member in understanding the treatment options available to him or her, including 24-hour programs, day programs, and outpatient options

3. Provides additional support in remaining engaged in treatment; identifying and accessing therapeutic and psychiatric resources in the community including prescribers for psychiatric medications; and/or developing and implementing personal goals and objectives around treatment. The care coordinator will maintain regular contact with agencies the client is referred to and provide regular updates to the client and ESP team around length of wait time for client engagement in services.

4. Provides temporary assistance with transportation to essential telepsychiatry services while assisting the client in transitioning to community-based transportation resources (e.g., public transportation resources, PT-1 forms, etc.).

5. The care coordinator will temporarily assist in co-payment for medication if a client does not have the funds to do so; the care coordinator will explore alternatives to assist the client in covering co-payments independently.

6. The care coordinator provides education and resources, and assists clients in accessing treatment and community supports. The care coordinator supports the client in accessing services and participates as part of the overall care team when appropriate including, but not limited to:

a. Facilitating warm hand-offs to programs by maintaining regular contact with the client once referred to outpatient services who no longer needs telepsychiatry services; and

b. Navigating insurance issues with clients, including identifying and explaining in-network and out-of-network providers and advocating with providers and plans on the client’s behalf.

7. Coordinates with other providers and collaterals to connect the client with providers who are able to develop and implement a comprehensive care plan if the client does not have any such relationship. Such entities could include a primary care provider, prescribing psychiatrist, therapist, residential program, etc.

8. Participates in discharge planning from telepsychiatry services. The care coordinator will update the crisis prevention plan and develop a written aftercare plan. Discharge from the telepsychiatry program will occur in consultation with the client and referral source when discharge criteria are met.

9. Responsible for ensuring accurate documentation of demographic information as well as referral information and care management service notes.

10. Facilitate all aspects of initial referral to telehealth provider as well as ongoing appointments. Participate at the end of the consult with the client and telepsychiatrist for follow up instructions made by telepsychiatrist, including but not limited to collateral contacts, assisting in facilitating and obtaining lab work results, make referrals to outpatient psychiatry, day programs, etc, as appropriate

11. Meet weekly for supervision with the Project Manager to discuss what is working well, areas of improvement, and overall debriefing and processing the work the Care Coordinator has been doing.

12. Participate in team meetings as needed or instructed by Project Manager to provide regular updates on client status

Strong written and verbal communication skills, project management skills, computer skills, and database skills. Must have the ability to follow oral and written directions as they relate to the functions listed above. Ability and desire to work with a diverse and multicultural setting.  Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Has the capability to define problems, collect data, establish facts and draw valid conclusions. Experience managing small projects with defined duration and scope. Excellent communication and problem-solving skills. Proficient in Microsoft; specifically Excel, Outlook, and PowerPoint. Able to build accurate, meaningful reports off of varied data sources based on business needs and/or requirements. Strong problem solving abilities and analytical skills to ensure end-user needs are met. Possesses good organizational skills and the ability to multitask and prioritize daily assignments to ensure smooth workflow. Advanced Excel Skills, demonstrated ability in using query tools and relational databases such as SQL or Microsoft Access. A thorough understanding of databases and experience with healthcare claims preferred.



Education: Bachelors’ degree preferred, High School Diploma required.

Experience: A minimum of 1-3 years of healthcare work experience is necessary either through a prior Health System or a Payer experience. 2+ years of experience in either reporting development or relevant business domain of which at least one years must be in reporting development. Proficiency in the SQL language is required. Proficiency in the following is preferred: Hospital data, Crystal Reports.

A Master’s degree in a directly related program may be considered in lieu of some of the required work experience. 

  • Detail oriented, organized with an ability to prioritize and complete time-sensitive assignments as assigned
  • Ability to exercise good judgement and to consult with supervisor as needed
  • In-depth knowledge of Care manager platform or other EHR applications.
  • Proven analytical and problem solving skills
  • Proficient in standard operating system such as Windows, and application software such as Microsoft Office, Google Suite, Adobe professional
  • Good oral and written communication
  • Creative and flexible
  • Ability to interact with internal and external stakeholders

Ability to work in interactive environment and possess excellent

Scheduled Hours

Full Time, 40 hours per week

About Us

The Lahey Model of Care—right care, right time, right place—is exactly what patients, providers and payers need and deserve. Identifying and delivering on this convergence of interests has positioned Lahey Health for further growth. Our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.

Lahey Health is a robust, regional system including a teaching hospital, community hospitals, primary care providers, specialists, behavioral and home health services, skilled nursing and rehabilitation facilities, and senior care resources throughout northeastern Massachusetts and southern New Hampshire. The system has a global presence with programs in Canada, Jordan and Bermuda.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.