Outreach Operations Manager

POSITION SUMMARY:

The Value based Care Outreach Specialist will be responsible for managing outbound communications to patients to assist with the booking and coordination of primary care appointments. The outreach specialist will handle patient inquiries, scheduling or rescheduling appointments, insurance verification and triaging calls to the appropriate team member. The Outreach Specialist will play a crucial role in ensuring patients receive timely and appropriate access to primary care appointments and other related needed care.

Position: Outreach Operations Manager       

Department: Pop Health - Value Based Care

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Assists with the scheduling of patient appointments and/or re-schedules any missed appointments
• Communicates with patients and staff using multiple communication methods via telephone, online chat, email, fax and/or mail
• Answers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills
• Uses a computerized scheduling system to schedule/reschedules appointments determining the right amount of time required for each patient appointment
• Acknowledges all patient concerns and refers higher complexity patients to navigators or nurse
• Provides directions as needed including providing language specific home instructions as well as instructions for any required labs or imaging
• Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient
• Attends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions as directed by program lead

General Duties and Standards

• Adapts to changes with departmental needs including but not limited to: offering assistance to other team members, floating, adjusting assignments, etc.
• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and HIPAA and privacy rules, so that the best possible customer service and patient care may be provided
• Utilizes hospital’s behavioral standards as the basis for decision making and to support the department and the hospital’s mission and goals
• Follows established hospital infection control and safety procedures

Performs other duties as assigned to support overall department priorities

Must adhere to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job.  The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

A minimum of a High School diploma/GED is required.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

None

EXPERIENCE:

Experience working with patients in a healthcare or community based setting (preferred)

Previous customer services experience (preferred)

KNOWLEDGE AND SKILLS:

• Strong communication (oral and written), interpersonal, organizational, and record keeping skills
• Must be comfortable using multiple advanced communication tools
• Ability to document work in a professional and efficient manner
• Ability to handle multiple tasks and responsibilities at the same time effectively
• Ability to work independently and as part of a team
• Ability to maintain confidentiality and sensitivity to cultural differences
• Ability to be flexible and easily adapt to change
• Knowledge of software applications such as Microsoft Office and electronic medical record systems
• Bilingual or multi-lingual skills appropriate to the patient population served (Spanish or Haitian Creole) are a big plus

Equal Opportunity Employer/Disabled/Veterans