Patient Care Coordinators provide a valuable service to patients who are hospitalized at Phelps Memorial Health Center. Phelps Memorial has four coordinators who work with providers and patients to ensure highest level of care possible. These tasks often begin before the patient has entered the hospital with pre-admission planning and education. They work on inpatient authorization for insurance, round with the providers for each patient, address patient requests and needs, respond to patient concerns, develop a patient care plan based on the providers instruction, assist families who are coping with a loved one's illness, and arrange discharge services so that patients go home safely and have the resources they need.
”We work with the patients from start to finish. We begin the dismissal planning process the minute the patient walks in the door,” said Melanie Lanham, RN. She added, “Our team handles insurance issues, completes paperwork, finds specialists, arranges therapy services, and navigates the healthcare system with our patients.”
The coordinators stated that they can streamline many processes and handle some time-consuming undertakings for patients and families at Phelps Memorial. This helps their patients be able to focus on healing, rather than paperwork.
“We see patients in varying circumstances. Each patient, no matter if they are having a baby or in end stages of life, deserves our attention and compassion,” Michelle Tharman added.
The role of the coordinator may vary, depending on the need of each patient they help. For example, patients who are scheduled for spine and joint surgeries will attend an educational camp prior to their scheduled surgery date. Seth Zeller, RN, says this is one of his favorite parts of his job. Joint camps are held each Tuesday at Phelps Memorial.
He said, “I’m preparing them for not only what to expect at the surgery, but helping them have their home prepared for any temporary modifications they may need while healing. Discharge plans including a therapy plan help them go home safety and have the resources they need.”
“We make sure they have everything ready to manage their health at home,” he stated.
The coordinators offer patients a friendly voice to help them through a trying and difficult time. They ensure they have time to devote personal attention to their patients.
Carrie Puls, RN, is a past charge nurse who recently transitioned to the care coordinator position. She said, “It’s definitely given me a different perspective being in this role.” She added, “I like the discharge planning and getting to spend time and connect with each of the patients. I know I’m helping patients be successful upon dismissal.”
A patient care coordinator may also arrange home healthcare services for a patient when he or she is discharged from the hospital. Additionally, any special equipment that is needed, such as oxygen, medical supplies or modality devices.
Michelle said, “We make sure our patients know all their options, but we can’t control the choices they make. Our goal is to set them up for the most successful recovery possible, and make them aware of where they can call if they need to re-group or change plans after they are discharged.”
