The Care Coordination Fundamentals curriculum consists of four (4) modules or sections that are structured to build on one another sequentially. All front-line staff working in a team-based healthcare environment will benefit from this course. The curriculum introduces staff to the concepts of patient navigation and care coordination, and helps them develop the practical skills needed to provide these services.
Participants will experience a highly interactive class environment tailored to adult learners. Our approach strengthens the participants’ critical thinking skills by engaging them in discussion, individual exercises and group activities. Participants complete the course prepared to assist their patients in navigating the healthcare system, and to be strong, productive members of healthcare teams providing coordinated and patient-centered care.

This training will be held at:  Staten Island PPS, 1 Edgewater Plaza Staten Island, NY. 10305.

Basic care coordination

1. Module 1 –Orientation/Care Coordination Basic Skills Part 1

• Describe the role and responsibility of staff who provide care coordination
• Explain how care coordination is related to patient navigation
• List typical care coordination services
• Describe the qualities and skills needed by staff members providing care coordination

2. Module 2- Orientation/Care Coordination Basic Skills Part 2

• Define what a chronic disease is and how it relates to our healthcare system today
• Define coordinated care and patient centered care
• Describe the new models of healthcare such as Health Homes, Patient Centered Medical Home, ACOs where care coordination staff might work
• Describe what it means to work as part of a medical team and describe how staff providing care coordination fit with the rest of the medical team
• Explain what the Patient’s Bill of Rights is

3. Module 9- Basic Communication Skills

• Understand why care coordination staff need excellent communication skills
• List best practices for communicating with patients in person, by phone and email
• List best practices for communicating with an interdisciplinary team
• Discuss how body language and tone affect communication
• Describe what good customer service is
• Understand basic conflict management skills as needed to deliver excellent customer service

4. Module 17- Navigating the Insurance System/Helping the Uninsured (some topics)

• Increase basic understanding of Affordable Care Act (ACA)
• Increase basic understanding of Medicaid/Medicare/Managed Care
• Increase understanding of what it means to obtain referrals and authorizations
• Increase understanding of how to reduce barriers to care for uninsured and insured patients

5. Module 23 and 24- Professional Boundaries 1 & 2 (modules will be combined)

• Describe the role professional boundaries have in helping patients
• Describe ways to maintain healthy boundaries
• List risky behaviors that lead to boundary violations
• Understand what professional boundaries are needed when providing care coordination and when to ask for help from care management team
• Understand the relationship between personal boundaries and burn-out
• Identify the benefits of stress-management as a staff member providing care coordination services
• Identifying strategies for wellness and stress reduction
• Reflect on the care coordination role