Job description
JOB DESCRIPTION
POSITION TITLE Lead Patient Outreach Representative
DEPARTMENT Business Development
SUPERVISOR’S TITLE Taylor Mrazek
HR USE ONLY
FLSA STATUS
UNION STATUS
ACCRUAL PROFILE
CREDENTIALING LEVEL
LIP (Licensed Independent Practitioner “Level I”)
OLCP (Other Licensed Certified Practitioner “Level II”)
DPC (Direct Patient Contact- license/certificate not required “Level III”)
OSS (Operations/Support Staff “Level IV”)
POSITION SUMMARY
High quality outreach and communication are essential components to the wellbeing of at risk populations that the Institute for Family Health (IFH) serve, the Lead Patient Outreach Representative (POR) will assist with training and developing PORs while also continuing to conduct targeted outreach for special populations and facilitating access to care. The Lead POR will report directly to the Director of Population Performance and together they will strategize appropriate workflows and populations to focus on based on data driven outcomes.
ESSENTIAL JOB DUTIES
Maintaining patient confidentiality and complies with HIPAA guidelines.- Performing analysis of data and strategizing with Director of Population Performance to streamline process and workflows to ensure better outcomes.
- Assist with trainings of incoming Patient Outreach Representatives.
- Conducting chart reviews for targeted strategies to ensure compliance with workflows.
- Performing outreach to targeted patients of the Institute via telephone, mail, or messages through our portal.
- Scheduling appointments for follow-up, reaching out to external providers in order to close the loop on specific services (cervical, breast and colon cancer screenings) and any/all other outreach as needed.
- Utilizing multiple data sources to retrieve patient data.
- Encouraged to develop special initiatives to achieve institutional goals of improved performance in population performance.
- Delivering high quality customer service to both internal and external customers.
- Updating patient demographic information in electronic health record, as necessary.
- Communicating routinely with leadership, site Clinicians, Management Team and staff as required.
- Assisting with special projects as needed.
- Assisting in addressing community health disparities as needed.
- Outreach topics may include but are not limited to Cancer Screenings, Diabetes, Asthma, Hypertension, Vaccines, Well Child Visits and Medicare Annual Wellness Visits.
KEY KNOWLEDGE, SKILLS, ABILITIES:
- Demonstrates strong interpersonal, organizational and communication skills
- Must be detail-oriented and able to work with highly confidential information independently
- Demonstrates computer proficiency in MS Word, Excel, Access, and PowerPoint, Internet required.
- Familiarity with EPIC Electronic Health Record Preferred
- Demonstrates excellence in written and oral communication required.
EDUCATION Required Preferred
- High School Diploma X
- Bachelor Degree X
WORK EXPERIENCE Required Preferred
- Customer Service X
- Medical Office Based Experience X
- Call Center Experience X
- Electronic Health Record Experience X
LICENSURE/CERTIFICATION Required Preferred
COMPUTER PROFICIENCY Required Preferred
- Basic computer and internet navigational skills X
- Computer literacy with Windows-based operating systems and MS Office applications (Word, Excel, Outlook, PowerPoint) X
- Familiarity with electronic health records (EHR) technology X
LINGUISTIC SKILLS Required Preferred
- Bi-lingual (English and Spanish) X
PHYSICAL/ENVIRONMENTAL CONDITIONS
Physical/Hazardous/Work Environment – The work environment and physical demands described here are representative of those required by an employee to perform essential functions of the job with or without reasonable accommodations.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; and use hands to finger, handle, or feel. The employee is frequently required to climb or balance and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
As a member of the IFH community, we expect employees to: adhere to the organization’s policies regarding time, attendance, and dress code; demonstrate reliability and trustworthiness; manage time and resources to meet established goals/projects within the agreed upon time frames; demonstrate accountability; maintain patient/employee confidentiality; meet applicable regulatory and annual health assessment requirements; self- identify learning strengths and needs; demonstrate a professional, courteous, and respectful attitude in dealing with patients, families, significant others, members of the staff and extended community.
The Institute for Family Health is an Equal Employment Opportunity Employer. This job summary is intended to be brief and may not list all the duties and functions required, however, does highlight the essential requirements. Nothing outlined in this job summary is to be construed as an express or implied contract of employment.
Partner Practice
Please note this position is posted on behalf of our partner practices. This individual will be working at the specific practice that is mentioned in the above details and will not be a direct employee of Aledade, Inc. so will therefore not be eligible for the benefits available to Aledade employees.
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