Patient Outreach Specialist- (POS)

Reports to: Administrative Supervisor – Value Based Care Programs

Overview/Job Purpose

The Patient Outreach Specialist (POS) is one of the first points of contact between patients and Duke City Cares. A positive approach to your duties and exceptional customer service are critical to the success of the entire patient encounter. The POS's primary purpose is to provide daily administrative support for staff, patients, and families. Job responsibilities include office operations, such as answering telephones, printing, copying, faxing, scanning, scheduling of appointments, patient outreach, and ensuring accuracy of data entry when obtaining patient information.

The Patient Outreach Specialist (POS) is responsible for communicating with patients and medical mobile teams to ensure prompt scheduling, response times, and clear communication occurs with Duke City services including Telehealth services

Summary of Primary Duties

As a Patient Outreach Specialist, your day-to-day duties may include:

• Customer service through telephone and electronic communications and messaging, primarily for non-medical information.
• Accurate collection of data to document in medical record and documentation capture of forms and needed patient details from internal and external sources
• Answering calls, taking messages, checking voicemail messages
• Using excellent customer service skills, answer incoming calls, book patient appointments, interact with other provider offices, insurance companies and other health care industry venders
• Open all pertinent applications to manage scheduling and team communication
• Registration practices that include eligibility, insurance verification and collection of patient payments with accuracy and sound judgement.
• Collaboration and schedule utilizations tactics to maximize provider scheduling through other Duke City services including Telehealth services
• Referral processing and new patient outreach practices
• Participation in patient outreach initiatives including communication tactics
• Maintaining a clean, neat, and organized work area
• Functioning as an effective team member
• Performing other duties as assigned

Staff Accountability

The POS will be held accountable for the criteria listed below:

• Accurately document patient concerns, messages and appointment details electronically using proper grammar and spelling with close attention to detail in a timely manner.
• Knowledge of payor practices including In-Network, Out-of-Network, eligibility practices
• Paying attention to detail
• Ability to multi-task and work well under pressure
• Addressing and handling complex patients and escalated calls and patient complaints
• Tracking Key performance indicators (KPI’s) and meeting individual and team goals

Experience Required:

• A minimum of one year of relevant work experience and/or customer service in a healthcare setting
• Education Required:
• High School Diploma or equivalent

Skills Required:

• · Minimal Lifting, bending and stooping, sitting for 6-8 hours a day.
• · Continuous hand and wrist movement for data entry
• · To maintain a positive attitude in a busy, team-based environment
• · Ability to multitask and prioritize appropriately while maintaining appropriate organization
• · Understanding and verification of medical insurance
• · Ability to work independently and with the public in a high-pressure environment
• · Ability to work all shifts as needed
• · Basic computer skills. Types 25 words per minute with data entry accuracy
• · Pass criminal background check and accurately process money transactions
• · Detail oriented with excellent interpersonal communication skills
• · Medical billing experience and familiarity with basic medical terminology preferred

Job Types: Full-time, Part-time

Pay: $15.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you have medical billing experience and familiarity with basic medical terminology?
• Do you know or related to a Duke City employee? If so, please provide name and relationship.

Education:

• High school or equivalent (Required)

Experience:

• Customer Service in Healthcare: 1 year (Required)
• Medical receptionist: 1 year (Required)

Work Location: In person