CMA or LPN - Transitional Care Management

Overview

The Transitional Care Management (TCM) Clinician gathers patient information before their first scheduled appointment. This position focuses on providing exceptional customer service to give our patients the best experience possible.

Monday - Friday, 8:00am to 4:30pm (eight hour shifts). No evenings, weekends or holidays. The position is onsite at our Kettering office.

• Full‑time employees are eligible for health, dental and vision benefits.
• Company holidays and a flexible holiday schedule.
• Generous Paid Time Off (PTO) Package.
• Additional accrual increase after 1 year of service with Dayton Physicians.
• 401(k) plan.
• Scrub Allotment.
• Yearly Bonus Program.

The CARES model reflects the principles that guide our day‑to‑day behaviors; our decisions, our actions, and our relationships with each other and with the patients and families we serve. All DPN employees are expected to embrace and demonstrate the following:

• COMPASSION: the patient is at the center of all we do.
• ACCOUNTABILITY: we hold ourselves accountable for our actions.
• RESPECT: we show respect for others.
• EXCELLENCE with Innovation: we strive for excellence in all we do.
• SERVICE through
  
  Collaboration:
  
  we provide service to our patients, team members and community.

Additionally, as DPN is a service‑oriented organization, all DPN employees are expected to embrace and demonstrate the following when interacting with patients, employees and other customers:

• Smile, make eye contact and greet with energy.
• Restate what you are hearing. Listen patiently and compassionately to complaints. Our patients and families are likely going through a difficult time. Irritability on their part is not about you.
• Give full attention. Turn away from the computer screen and face the person you are conversing with.
• Explain any potential delays in service and provide frequent updates.
• Empathize (feel empathy for someone).

• Validate accurate patient demographic and insurance information.
• Import patient medical records from hospital to office.
• Enter all information with the utmost confidentiality.
• Identify eligible patients from hospital discharge and ED visit reports.
• Contact patients or caregivers within required TCM timelines to arrange follow‑up.
• Schedule timely appointments with appropriate providers (within 7–14 days of discharge).
• Document outreach attempts, patient responses, and appointment details accurately in the EHR.
• Track and monitor patients to ensure follow‑up is completed or escalated if unable to reach.
• Communicate with providers, nurses, and care teams regarding patient status and scheduling needs.
• Ensure compliance with CMS and organizational TCM guidelines for documentation and billing.
• Assist with reporting and quality audits related to TCM outreach and scheduling performance.
• Answer incoming calls in a professional tone of voice.
• Interact daily with in‑hospital fellows under the direction of DPN Attending Physician.
• Listen attentively to ensure accurate response.
• Follow all health care privacy and safety rules.
• Other duties as assigned.

• High School Diploma or GED.
• Certification for Medical Assisting or Licensed Practical Nurse through Ohio State Nursing Board.
• At least one (1) year of previous experience working in a Medical Office or administrative position scheduling appointments or other activities on a regular basis; 2‑3 years’ experience preferred.
• Current CPR certification, or obtain within 60 days of employment and keep current thereafter.

• Excellent oral and written communication.
• Microsoft Office, including Word, Excel and Outlook.
• Experience with a Practice Management system is preferred.
• Attendance and punctuality are essential requirements to provide excellent customer service to both internal and external stakeholders.

This position frequently requires using wrists, hands and fingers to touch, type and hold objects. The position requires sitting approximately ninety (90)% of the day with occasional needs to walk, bend, twist and carry 5‑10 pounds up to four (4) feet. It also requires the ability to answer telephone calls, transfer calls and work on the computer.