The Quality Outreach Representative position functions to support the Quality Program and the Patient Access Center. The Quality Outreach Representative serves as a point of contact to the community to facilitate continued quality care by reaching out to patients or answering calls from patients and assisting them with appointments to close care gaps that will help improve patient outcomes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ø Place calls to patients and schedule appointments for those patients who have gaps in care within the quality metrics such as but not limited to: cervical cancer screenings, childhood immunizations, breast cancer screenings, colonoscopies, etc.
Ø Communicate with the Clinical Quality Assistant, the specialist offices or hospitals to obtain labs and consultation reports to close care gaps.
Ø Track, update, and maintain the patient outreach spreadsheet
Ø Responsible for documentation of the outreach in the EMR
Ø Follow up on patients that were unable to be reached weekly
Ø Follow up to insure patients made it to appointments that were scheduled weekly.
Ø Reach out to patients who are assigned to the organization via their MCO but has not been seen at the organization and schedule then an appointment.
Ø Must maintain a flexible work schedule to work 1-2 evenings a week.
Ø Requires communication verbally with physicians, patients, families, caregivers and the Healthcare Team
Ø Communicating with patients by greeting them on the telephone; answering or referring inquires.
Ø Verify patient information by interviewing patient, reviewing patient demographics and insurance.
Ø Answer all inbound calls promptly and professionally in the Patient Access Center as scheduled.
Ø Appropriately screen calls and transfer calls to appropriate staff, departments and suites
Ø Schedule patient appointments accordingly, process cancellations and facilitate appointment reschedules
Ø Work to ensure that the Patient Access Center department is operating effectively and efficiently, consistent with Family Christian Health Center’s mission
Ø Attend staff meetings as announced by Management
Ø Ensure compliance with HIPPA and OSHA standards
Ø Complete call logs and reports
Ø Verify medical insurances for all new patients and same day patients
Ø Route and respond to After Hour Calls from the answering service.
Ø Other duties as required for effective teamwork or as assigned by the Practice Manager.
EDUCATION, TRAINING AND EXPERIENCE
Ø High school diploma or equivalent required
Ø Basic computer and data entry skills
Ø Commitment to excellence in processes and care
Ø Ability to adjust quickly to fluctuating goals
Ø Medical Terminology is a plus
Ø Knowledge working with EMR.
Ø Proven ability to provide excellent customer service such as: having a positive attitude towards others, being adaptable in stressful situations and proper phone etiquette.
Ø Ability to interpret and apply administrative policies and procedures.
Ø Exhibit quality oral, written and interpersonal communication skills.
Ø Ability to maintain effective and organized systems to ensure timely patient flow.
Ø Detailed orientated
Ø Customer Service
Ø Bilingual (Spanish speaking) a plus
Family Christian Health Center
Why Work Here?Family Christian Health Center is a Federally Qualified Health Center (FQHC) and a fully integrated behavioral health, dental and primary care system. The mission of the Health Center is to provide excellent healthcare to the community that communicates in word and deed the love and Gospel of Jesus Christ.
State-of-the art facility; excellent benefit package; competitive salary.