University of Massachusetts Medical School

Care Coordinator - Hybrid (Devens, MA)

Minimum Salary US-MA-Shrewsbury
Job Location 3 weeks ago(3/10/2023 5:46 PM)
Requisition Number
# of Openings
Posted Date
Exempt/Non-Exempt Status
Non Union Position -W60- Non Unit Professional



Under the general supervision of the Supervisory Care Coordinator, this position is responsible for coordinating the medical access services of the program including daily communication and coordination with clinical and administrative staff of federal prisons, communication of schedules at multiple locations, scheduling of medical services delivered at the prison, managing critical paper flow and maintaining automated databases, producing reports and documentation and providing education and support regarding security issues to staff and clinicians. All work is performed under strict contractual requirements.


This position performs complex and varied duties associated with the coordination of departmental administrative functions through the use of the Correctional Health computer system as well as Word, Excel, Access and Outlook applications.  The Care Coordinator is the primary contact for the community-based provider network, interfacing between bureau providers requesting services and the provider network performing the services.  This position makes complex decisions regarding protected healthcare information (PHI) based on the Federal regulations regarding the protection of health information under the Health Information Portability and Accountability Act of 1996 (HIPAA) and the Health Information Technology for Economic and Clinical Health (HITECH) Act.  This position is the primary hub for all coordination of medical services, and interacts with clients, providers, and staff regarding establishing prison medical appointments.



  • Coordinate the complex scheduling of medical services for the Federal Bureau of Prisons. Maintains a process for scheduling visits that is consistent with the prison’s need for process and security. Continually identifies and resolves barriers and problems.
  • Works remotely from the Federal Medical Center at Devens at least three days a week. On these days, the position will assist in scheduling and ensuring that on-site clinics run efficiently. 
  • Receives and processes daily written consultation requests from the prison. Reviews consultation requests, clarifies request with prison staff, and arranges for services. Identifies problematic requests. Determines gaps in service delivery network and works with Administrator to fulfill service requests.
  • Serves as a liaison between prison clinicians and staff and community-based attending physicians and their staff to schedule services, communicate information and identify and resolve problems and issues regarding process.
  • Develops and maintains a system to ensure timely delivery of visit notes, test results and other communication materials to the correctional facility PCP. Follows up to ensure appropriate and timely delivery of communication to PCPs at the prison.
  • Review request for appointments to ensure that an appropriate provider is chosen based on specialty of the service, the geographical location, the provider’s availability and the client’s preference.
  • Maintains the schedule for medical services provided at the prison. Anticipates variances in enough time to allow for correction. Collects time sheets documenting hours working on a weekly basis.
  • Maintains paper record system and automated database. Produces documentation and reports on volume, type and access to services.
  • Develops delivers and provides education regarding special security needs and issues as regards inmates as patients.
  • Make complex decisions regarding privacy matters associated with the client’s case, including determination of who HCJ may exchange information with, what information may be mailed, and what is required, by HIPAA, to allow conversations to take place.
  • Corresponds and communicates daily with community providers and FBOP handling sensitive and confidential records/information for clients. Communicates confidential information via phones & secure email.
  • Data enters appointment information into the program encounter system in a timely manner. Also enters scheduling data into other data bases as applicable.  Responsible for alerting FBOP of incoming reports for scheduled encounters.
  • Coordinate inbound calls from clients, providers and agencies in an expert manner with excellent communication & organizational skills and telephone etiquette & resolve any issues they might have. Ensure that electronic data transmission is performed in a secure manner, according to FBOP & CWM data security policies and procedures.
  • Comply with established policies, health & safety regulations and requirements, procedures and department objectives.
  • Performs scanning functions, faxing, scanning of daily provider schedules, letter to providers, dictations to sign and other documents on a daily basis.
  • Monitor & evaluate office procedures and identify areas for improvement. Initiate & implement new procedures as needed. 
  • Perform other duties as assigned.



  • Associates degree in business or related field and 3 years of relevant complex office experience.
  • Demonstrated knowledge of medical terminology or willingness to take a course in Medical Terminology.
  • Knowledge of HIPAA laws and regulations especially as it refers to the confidentiality of PHI.
  • Knowledge of Microsoft Office products, Word, Excel, PowerPoint, and Outlook.
  • Demonstrated ability to monitor, generate, collect, and distribute reports.
  • Must possess demonstrated verbal and non-verbal communication skills necessary to work effectively with diverse population, both on the telephone and in person.
  • Attention to detail, experience with monitoring reports.
  • Position is contingent upon passing a background check from the Federal Bureau of Prisons and a willingness to work within a Medical Center operated by the Federal Bureau of Prisons multiple times per week.




  • Experience in a high functioning, multi-faceted, medical setting preferred.
  • Ability to independently organize and prioritize work responsibilities and the demonstrated ability to apply critical thinking skills to solve problems.
  • Familiarity with medical terminology and CPT codes strongly preferred
  • Excellent communication and interpersonal skills
  • Knowledge of CWM data security procedures, standards and requirements regarding the confidentiality of protected health information.


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