RN Complex Care Manager, Maternal Health - Biltmore Campus (Asheville)

JOB SUMMARY:

The RN Complex Care Manager, Maternal Health provides comprehensive care management for high-risk maternal patients throughout pregnancy and the postpartum period, including patients with complex medical conditions, behavioral health needs, and substance use disorders. As a member of the interdisciplinary care team, the RN conducts telephonic and face-to-face assessments, identifies care gaps and barriers, develops individualized care plans, coordinates transitions of care, and provides patient education, medication support, care navigation, and referral coordination.

The role emphasizes timely, complex care coordination and postpartum follow-up, care coordination for the mother-newborn dyad, and transitions of both mother and baby to ongoing primary care after the postpartum period. In collaboration with Care Navigators, the RN facilitates access to community-based services and uses risk stratification, population health strategies, and evidence-based interventions to improve maternal and infant outcomes.

SPECIFIC RESPONSIBILITIES:

Complex Care Management and Clinical Support

• •Conduct comprehensive care management assessments and screenings and obtain patient consent to participate in the program.
• •Develop, implement, monitor, and update person-centered care plans in collaboration with patients, providers, and the interdisciplinary care team.
• •Manage high-risk maternal patients with complex chronic conditions, acute health needs, behavioral health conditions, substance use disorders, and preventive care needs throughout pregnancy and the postpartum period.
• •Deliver telephonic and in-person triage, clinical support, and care coordination within the RN scope of practice and established protocols.
• •Review and respond to abnormal test results, execute clinical protocols, and support medication reconciliation, management, and adherence.
• •Administer and monitor IV infusions and other treatments as applicable to clinic operations.
• •Recognize and respond appropriately to urgent and emergent patient care situations.
• •Provide patient education using evidence-based, culturally responsive approaches and teach-back methods.
• •Maintain accurate, timely, and complete documentation in the electronic health record.

Maternal, Postpartum, and Newborn Care Coordination

• •Coordinate care for high-risk maternal patients throughout pregnancy, delivery, and the postpartum period.
• •Ensure timely prenatal and postpartum follow-up, including follow-up for pregnancy-related medical, behavioral health, and substance use conditions.
• •Coordinate transitions of care following hospitalizations, emergency department visits, labor and delivery encounters, postpartum discharge, and other care settings.
• •Identify gaps in care and barriers to treatment and coordinate appropriate interventions and referrals.
• •Support the transition of mothers from postpartum obstetric care to ongoing primary care.
• •Facilitate the newborn’s connection to family medicine primary care and support timely newborn and well-child follow-up.
• •Coordinate care for the mother-newborn dyad to promote continuity, prevent gaps in care, and improve maternal and infant outcomes.
• •Identify social determinants of health and collaborate with Care Navigators to facilitate referrals and access to community-based services.

Population Health and Patient Engagement

• •Build and maintain an assigned panel of high-risk maternal patients through outreach, enrollment, engagement, and ongoing follow-up.
• •Use risk stratification and clinical judgment to prioritize patient outreach and care management interventions.
• •Track, report, and monitor care management activities, quality measures, program outcomes, and care-gap closure.
• •Promote patient engagement, self-management, and appropriate utilization of healthcare services across the continuum of care.

Interdisciplinary Collaboration and Program Support

• •Participate in and facilitate interdisciplinary care team meetings and complex case reviews.
• •Educate providers, clinical staff, and care team members regarding care management services, patient eligibility, referral processes, and best practices.
• •Collaborate with Quality Improvement, Billing, and Audit teams to support regulatory compliance, value-based care initiatives, documentation requirements, and program performance.
• •Identify operational barriers and collaborate with internal departments, Care Navigators, and community-based services to improve patient access and outcomes.
• •Serve as a clinical resource and mentor for care team members.
• •Perform other duties, including telecommuting, as required to support patient care and operational needs.

KEY COMPETENCIES:

Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

Decision Making

Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.

HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate. This also includes keeping up with your licensure and yearly training requirements within your area expertise along with MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.

Interpersonal Skills

Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.

Organizational Values

Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best for each other and gives personal ownership towards the goal of helping people in their time of need.

Problem Solving

Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come to an appropriate resolution for a given issue. This helps to drive continuous improvement by thinking through where we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying those new ideas to affect positive change.

SPECIFIED SKILLS

COMPUTER

Excellent skills in Microsoft Office including Word, Excel, PowerPoint, and database applications required.

FOREIGN LANGUAGE

Spanish speaking skills preferred.

OTHER

Excellent verbal and written skills.

Staff must demonstrate appropriate judgment in handling daily assignments.

Must demonstrate appropriate customer service orientation in all interactions within the organization and with patients, co-workers, care providers, and visitors.

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