Job Description
Description
The Telephonic Patient Outreach Coordinator provides telephonic member outreach services to members enrolled in a COPE Health Solutions client health plan’s Medicare Advantage (MA) plan. This person will build strong relationships with members and providers to stay engaged in member medical care and medication adherence. Telephonic Patient Outreach Coordinators are committed to removing the member’s barriers to care by identifying critical resources for members, helping them navigate through health care services and systems, and promoting member health. They work closely with the Care Team, which may include doctors, nurses, and other clinical staff to support positive client health outcomes.
FLSA Status | Non-Exempt | Salary Range | $18-20 per hour |
Reports To | Director | Direct Reports | None |
Location | Remote without travel | Travel | None |
Work Type | Regular | Schedule | Full Time |
Position Description:
- Telephonicoutreachtoengage assigned members to close identified quality gaps.
- Receive daily contact list of assigned members to outreach.
- Complete telephonic outreach to assigned members and necessary providers to complete scheduling for appropriate appointments.
- Establishesclose relationshipswithandservesasapointofcontact formembers and providers, specifically IPAs in health plan’s network as well as other contracted value-based organizations.
- Complete all required onboarding and training to master standard work process and assignment.
- Track outreach progress daily for each assigned member in manner defined by project team (spreadsheet, dashboard, etc.).
- Attend daily huddle virtually with Project team and report out on outreach progress, track KPIs established by the Project team, and raise any risks.
- Communicatewith assigned member CareTeammembers(CareCoordinators,CommunityHealth Worker,PrimaryCarePhysiciansandotherhealthcareproviders)tofacilitatemember care.
- Identifyresourcesforassigned memberstoovercomebarrierstocare,suchastransportation, housing,andchildcarearrangements.
- Remainawareofcurrentservicesofferedbyserviceproviders,suchasmental health,housing,andemploymentassistance.
- MaintainstrictconfidentialityinaccordancewithCHS and client health planpolicies.
Position Expectations :
- Behave in a professional manner and consistently demonstrate and promote the values of respect, honesty, and dignity for the patient, families, and all members of the health care team.
- Committed to the constant pursuit of excellence and teamwork in improving the care of the patient and families in the community.
- Be punctual for scheduled work and use time appropriately.
- Perform duties in a conscientious, cooperative manner.
- Perform required amount of work in a timely fashion with a minimum of errors.
- Be neat and maintain a professional appearance.
- Maintain confidentiality and protect the program by abiding by laws and principles related to confidentiality; keep information concerning Program Operations, patients and employees confidential.
- CloselyengagewiththeProject team to master standard work process.
- Successfullymeetassigned member outreach KPIs.
- Meet or exceed all assigned member outreach targets for client health plan by closely tracking and reporting progress to Project team in manner defined by Project leadership.
- Complete all required training curricula/materials.
Qualifications:
- High school graduate or equivalent required; Associate's Degree in Business Administration or related field preferred.
- Written and oral fluency in English and Spanish is preferred; also preferred is Cantonese/Mandarin.
- Experience working in a multi-cultural setting.
- Experience working in a community-based setting for at least 1 to 2 years is preferred.
- Understand the community served, community connectedness.
- Good communication skills, such as listening well, and using language appropriately.
- Ability and willingness to provide emotional support, encouragement, and motivation to members.
- Provenexperienceinlargescaleoutreachandrecruitment.
- Willingnesstolearnnewthingsanddowhatittakestogetthejob done.
- Abilitytomanageawiderangeofprioritiesandhelptheteamtodothesamethrough effective time management and direct communication.
- Provenabilitytoeffectively prioritize work with tight deadlines.
- StrongknowledgeofcomputersandMicrosoftOfficeproducts.
- Strongcustomerdriveanddedicationtoqualityandsuccess.
- Excellentinterpersonal,oralandwrittencommunicationskills.
- Excellentcustomerserviceskills.
- Detail-orientedandabletoworkwellindependently.
- Flexiblewithworkhours andbeabletoworkoneveningsandweekends frequently.
- Strongacumenforthehealthcareindustry,analyticalthinkingskillsandastrongand dedicated work ethic are required.
Benefits:
As a firm passionate about health care, we’re deeply committed to the health and wellness of our own team members. We offer comprehensive, affordable insurance plans for our team and their families, and a host of other unique benefits, such as a yearly stipend for wellness-related activities and a paid parental leave program. You can learn more about our benefits offerings here: https://copehealthsolutions.com/careers/why-cope-health-solutions/.
About COPE Health Solutions
COPE Health Solutions is a national tech-enabled services firm powering success for health plans and for providers in risk arrangements. Our comprehensive NCQA certified population health management platform and highly experienced team brings deep expertise, experience, proven tools, and processes to improve financial performance and quality outcomes for all types of payers and providers. CHS de-risks the roadmap to advanced value-based payment and improves quality and financial performance for providers, health plans and self-insured employers. For more information, visit .
To Apply:
To apply for this position or for more information about COPE Health Solutions, visit us at https://copehealthsolutions.com/careers/open-positions/.
Job Tags
Hourly pay, Full time, Contract work, Remote work,