Primary Care Team Nurse Care Manager

Description

Position Overview

North Shore Community Health (NSCH) is an industry leader in exceptional community healthcare delivery. The Primary Care Team Nurse Care Manager (PC team RN CM) is a registered nurse whose primary responsibility is managing a panel of patients on an assigned primary care team identified for care management. Working collaboratively with the primary care team, specialty NSCH care teams, and community care providers, the PC team RN CM coordinates the overall health care utilization for NSCH’s most vulnerable patients

Care Coordination and Team Collaboration

• Manage referrals and reports for patients identified for care management from sources such as the hospital care transitions report, provider referrals, and risk stratification reports.
• Outreach to, engage with, and manage a panel of patients as outlined in health center care management workflows and ACO guidelines
• Assess and evaluate patient care needs
• Analyze and interpret data and make informed judgments related to patient care
• Create patient-centered care plans in collaboration with the patient, based on individual goals, preferences, resources, and barriers
• Evaluate outcomes of interventions and initiate changes in care plans. Tailor care management to the patient's focus, helping them achieve their set goals whenever possible.
• Document in the patient's medical record and other care management platforms according to standards set by ACO, PCMH, and other regulatory requirements
• Communicate with the patient’s care team members outside the health center as needed, including specialists or visiting nurses, to help coordinate care.
• Serve as a liaison between NSCH and other care management programs and community-based organizations.
• In collaboration with CHWs, ensure patient access to local community resources and help link care teams/patients with the appropriate resources.
• Connect primary care team patients with needed behavioral health services, flexible services, Community Partners, respite care, and other services.
• Guide care team in accessing durable medical equipment, health services, and other community-based social services for patients.
• Provide care coordination, facilitate care transitions, support the completion of referrals, and/or provide and confirm appropriate follow-up with care providers within NSCH and with collaborating community care providers.
• Oversee hospital and emergency department discharge workflows for patients on assigned panels.
• Collaborate with specialty nursing care teams to connect patients with Hep C/HIV care, substance use disorder treatment, chronic disease/diabetes care, and anticoagulation management.

Primary Care Team RN Responsibilities

• Perform job duties of the PC Team RN as needed, which include:
  • Collaborate and communicate with team primary care providers and other care team members to ensure quality and continuity of patient care on the primary care team
    • Participate and coordinate team huddles
    • Manage clinically related phone calls for the team, including but not limited to triage of same-day appointments, abnormal labs, medication questions, and hospital discharges
    • Review refill requests from pharmacy and patients based on medication refill protocol; Reconcile patient medication lists and attach pertinent information necessary for the provider to authorize the refill
    • Complete patient forms to the furthest extent possible, including prior authorization forms, requests for VNA services, etc.
    • Perform nurse visits independently and within the registered nurse scope of practice outlined by the Massachusetts Board of Nursing
    • Performs additional duties to fulfill NSCH’s mission as assigned.
    • Hybrid position with flexibility to work remotely based on needs of the organization
  • Delegate activities to a non-nurse (i.e., medical assistant) within the parameters outlined by the Massachusetts Board of Nursing
    (Five Rights of Delegation)

Documentation, Quality, and Other Duties

• Maintain accurate and timely documentation of all nursing care and patient communication, including phone notes, nursing visit notes, and immunization or medication administration documentation, per NSCH policies and protocols.
• Ensure patient quality and coding gaps are addressed and collaborate with the team to help meet population health/quality goals.
• Adhere to productivity goals around areas such as/not limited to, panel size, patient engagement, and nurse visits.
• Manage the patient panel by ensuring engaged patients receive regular, timely outreach tailored to their individual needs. Graduate patients from care management who have met care management goals or who no longer benefit from care management.
• Assist with documentation/memorialization of NSCH care management program, workflows and resource guides to support current and future care management team members
• Perform additional duties to fulfill NSCH's mission as assigned.

Requirements

Required Skills and Abilities:

• Ability to function effectively both as a leader and a member of a team as well as a proven ability to work independently.
• Ability to work in a culturally diverse environment.
• Excellent communication and interpersonal skills.
• Excellent problem-solving skills.
• Maintains a high level of customer service with both patients and coworkers.
• Possesses strong critical thinking skills and can prioritize and address many competing demands.
• Must recognize and respond quickly to patient and/or unit condition changes.
• Spanish/Portuguese language skills are a plus.
• Sensitivity/skill in working with patients with complex medical, psychosocial, and socioeconomic circumstances, such as patients with significant mental illness, homelessness, poverty, and substance use disorders.

Work Environment Conditions

• Potential exposure to infectious diseases
• This position operates in a professional, fast-paced, and collaborative environment.
• Regular interaction with colleagues, supervisors, and/or clients occurs in person, by phone, and via digital communication platforms.
• Standard office hours apply, with occasional flexibility required to meet deadlines, attend meetings, or respond to organizational needs.
• Work may require sitting or standing for extended periods, using computers and other standard office equipment.
• Employees must follow all organizational policies and procedures, including those related to safety, confidentiality, and ethical conduct.

Physical Requirements

• Frequent standing, lifting, and assisting with patient transfers.
• Occasional lifting of materials (e.g., boxes, equipment) weighing up to 50 pounds
• Ability to sit or stand at a desk for extended periods, with consistent use of computers and telephones
• May be required to travel to multiple sites within a single day

As a health center, NSCH expects all employees to receive all required vaccinations and health screenings yearly. Moreover, as a condition of employment, all employees are expected to be vaccinated against COVID-19, including providing proof of having received the COVID­19 vaccine, unless a religious or medical exception is granted. All prospective employees must be vaccinated before their first day of employment, and proof of vaccination record must be provided with pre­hire paperwork. To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please get in touch with the Human Resources Department at hr@nschi.org

North Shore Community Health is dedicated to building a diverse workforce. Are you excited about this role but feel that your experience does not align perfectly with every requirement in the job description? We encourage you to apply! Your skills may be suited for this or other roles here at North Shore Community Health.

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and a thriving cultural scene.

For Information, Please Contact:

Talent Acquisition Department

North Shore Community Health

TalentAcquisition@nschi.org