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 vendors.
• 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
• 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 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

Last updated : 2024-06-17