Maniilaq Association
10/26
Title: Case Management Support / Audiology Technician I, II Range:26/27
Program: Outpatient Services/ Audiology Status: Non-Exempt
Housing Priority: None Covered: Yes
POSITION SUMMARY
Provides combined administrative, care-team, and audiology support in the outpatient clinic setting. The position supports Audiologists, Medical Providers, Nursing Case Managers, patients, and families by coordinating appointments, referrals, patient travel, documentation, electronic health record activities, and clinic communications, while also providing audiological support services within the scope of the Audiometric Technician role. The position promotes culturally appropriate customer service, confidentiality, safe and efficient clinic operations, teamwork, and timely follow-up.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Provides reception and customer service support, including receiving, screening, prioritizing, and forwarding incoming calls and information.
Assists patients with questions, appointments, referrals, travel coordination, and follow-up as directed by the Audiologist, Care Team, Nursing Case Manager, or Medical Providers.
Performs clerical and administrative duties, including letters, memos, minutes, reports, copying, faxing, patient letters, travel worksheets, databases, and other assigned Care Team projects.
Maintains patient files and information in a secure, organized, and confidential manner and follows HIPAA requirements.
Compiles, enters, and updates patient and clinic information in Cerner or the current Electronic Health Record and other required software systems.
Schedules MHC appointments as directed; assists with follow-up appointments and communicates requests to appropriate scheduling staff.
Assists with the referral process, including identifying appropriate patient-record information, processing referrals, coordinating patient travel, and collaborating with case managers and other staff regarding referral problems.
Submit Medicaid certificates of medical necessity & insurance prior authorizations in a timely manner and monitor and follow-up on their status.
Assists Audiologists with preparation for field clinics, including packing necessary equipment and verifying that hearing aids and ear molds have arrived and are ready for transport.
Work with Audiology providers during village clinics & corresponding clinic with scheduling of appts.
Track hearing aid orders, repairs, and remakes.
Completion of hearing aid billing statements for the TVR program when requested.
Complete Hearing Aid Purchase Agreements prior to patient’s hearing aid fitting appt.
Facilitating Accounts Payable with Maniilaq Finance.
Work with provider on pre-completed forms for VA & IHS hearing aid contract periods – May and November of each year.
Manages assigned queues and pools.
Creates, develops, and nurtures culturally appropriate interactions and connections with coworkers, patients, families, and the community.
Performs otoscopic inspection of the ear canal and tympanic membrane within the Audiometric Technician scope.
Makes ear-mold impressions under Audiologist supervision and assists with walk-in hearing-aid troubleshooting, hearing-aid checks, and ear-mold impressions.
Conducts electroacoustic testing and listening checks of hearing aids; prepares ear-mold impressions; performs minor hearing-aid repairs; and completes paperwork for hearing-aid orders.
Assists, under Audiologist supervision, with hearing education for patients and families regarding ear disease, hearing loss, ear hygiene, hearing aids, and assistive hearing devices, including participation in health fairs as assigned.
Prepares hearing aids for shipment to manufacturers or patients and performs troubleshooting and minor repairs to hearing aids, ear molds, and other amplification devices.
Maintains clinic supplies and equipment, monitors inventory and maintenance needs, submits supply requests, and reports defective or missing equipment and safety hazards.
Maintains a clean work environment and follows quality, safety, and infection-control standards.
Documents patient interactions clearly, concisely, and in a timely manner as required.
Works collaboratively with staff within the department and across the organization and communicates information, concerns, and feedback in a supportive manner.
Participates in departmental and organizational performance-improvement activities and treats patients and staff with dignity and respect.
Performs assigned duties efficiently with appropriate independence and attention to detail.
Performs other duties as assigned.
Level II Additional Responsibilities
Makes ear-mold impressions on non-surgical ears independently; surgical-ear impressions are completed by Audiologists.
Interprets audiograms, including recognition of high- and low-pitch sounds, loudness, and types of hearing loss, and communicates this information effectively with patients.
Performs basic hearing-aid repair and adjustment independently.
Assists with mentoring and orientation of new team members.
Processes all referrals and is able to cover case-management support areas as needed, including the appointment desk and other case-management support positions.
Schedules all MHC appointment types and village appointments and sends appropriate travel information.
MINIMUM REQUIREMENTS
Case Management Support I: High school diploma or GED/equivalent.
Healthcare experience: Six (6) months of previous health service experience as preferred.
Must be willing to complete a Medical Terminology course and receive certification within 12 months of hire.
Basic Life Support (BLS) certification is required.
Knowledge of Cerner or the current EHR is preferred; must be able to use computerized systems and type efficiently enough to perform assigned duties.
Must maintain strict confidentiality and comply with HIPAA requirements.
Requires strong interpersonal, communication, organizational, telephone, and customer-service skills and the ability to maintain organized file systems.
Required role-specific training includes Cerner and Revenue training, Medicaid travel training, AFHCAN training, and MHC Travel Department observation training.
Able to use TigerText to communicate with MHC and ANMC teams.
Case Management Support II: In addition to Case Management Support I requirements:
Medical Terminology certification required.
Six (6) months of Cerner or current EHR experience required.
Demonstrated proficiency as an Audiometric Technician I.
Completion of the Audiologist's Assistant program at Nova Southeastern University.
Demonstrates professionalism with coworkers, staff, and patients; exceptional attendance.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be considered an exhaustive list of all responsibilities, duties and skills required of personnel in this job, and the employer reserves the right to revise or change this description. This description does not constitute a written or implied contract of employment. To perform this job successfully, an individual must be able to satisfactorily perform each of the above essential duties and meet physical demands. Reasonable accommodations may be made to enable individuals with disabilities to meet those conditions.
