Cheyenne I. Comfort

Description:

Works as a member of the team assisting Care Managers with the coordination and arrangement of health care services (medical and behavioral) and community based services and social needs for complex, condition specific, and noncompliant enrollees in accordance with established care coordination plan.

Essential job duties:

• Assists with coordinating care and services documented in the care coordination plan for complex, condition specific, and noncompliant enrollees.
• Partners with the family to achieve identified goal(s) in the Care Coordination Plan.
• Provides education information, as directed, to the enrollee and their family.
• Assists enrollees and families with primary care scheduling and completing EPSDT, mental health, medical, and other specialty appointments.
• Assists enrollees and families with locating community support services and makes referrals to community-based and other services.
• Contacts resources; schools, clinics, physician offices and other service providers to gather information necessary for timely delivery of services.
• Documents interaction with enrollees, caregivers, providers, and others in the HSCSN IT system (Guiding Care) within 24 hours of completion.

• Register and schedule patients' appointments for five Children’s National Goldberg Clinics with primary care doctors, resident doctors and nurses utilizing the e-Clinical Work system, and in accordance with established departmental customer service metrics and standards. Such as, complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively. In addition, communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner.
• Obtain and validate patient insurance and demographic information such as name, date of birth, address, phone number, and email address from various sources to ensure information entered in e-Clinical Work system is accurate and comprehensive.
• Provide client support to parent/guardian via phone for any or all of the following: on-line registration help; scheduling, rescheduling and/or canceling of appointments whether by parent/guardian or department; inform patient/parent of any departmental scheduling guidelines associated with appointment; reschedule all appointments related to clinic maintenance cancellation.
• Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY , Mamsi-online, UHC and calling insurance; obtain authorization and benefit information from insurance companies as appropriate; document authorization and information in e-Clinical Works System.

Accomplishments:

• In May, August, and September 2022, recognized as the top scheduler in the Primary Care Department for Children’s National Medical Center, handling 800 calls per month and scheduling 400 appointments per month in accordance with departmental customer service metrics and standards.
• In March 2023, booked over 1,000 appointments while maintaining a 100 percent score for quality assurance and empathy. Monthly, call service representatives telephone calls are randomly screened by supervisors from multiple departments, such as primary care, medicine, urology, surgery, etc., to ensure employees are hitting established key performance indicators, specifically, empathy and quality assurance.

• Wrote monthly lesson plans and instructional materials for children ages 2-3 years old.
• Observed and recorded development skills, such as communications language, social and emotional skills, and cognitive skills. Worked with parents to address any areas of concern.
• Supervised and instructed children 2-to 3 years old in a nurturing and age-appropriate way.
• Effectively engaged with parents on their children’s assessment as it relates to their daily curriculum, activities, and progress prior to Parent/Teacher Conferences.
• Created a supportive and safe environment focused on children and youth's interests to promote positive influence and interaction with others.
• Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
• Used positive reinforcement techniques to promote patience and other good behaviors in children.
• Ensured all supplies, equipment, and facilities were accounted for, locked and secured at the end of each school day.
• Ensured children and youth left with authorized person per parental written communication and instructions.
• Conducted a “Accountability of Children” every hour to maintain control and accounts of whereabouts to ensure all children are safe and secure.

• Assisted teachers with classroom management and document coordination, such as lesson plans, set up visual aids, equipment and classroom displays to support teacher’s lesson delivery and to maintain positive learning environment.
• Supported student learning objectives through personalized and small group assistance.
• Assisted with record keeping, such as attendance records, student observation, progress notes and grades.
• Assisted teacher in ensuring organized and unstructured free play corresponds to scheduled structured activities.
• Maximized receptive learning by educating students using hands-on instructional techniques.
• Participated in classroom staff meetings to comment on program planning, goal setting, and implementation; and planning for individual children and to discuss program and working conditions.
• Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.