Patient Engagement Supervisor

Description

The Patient Engagement Supervisor manages staff and workflows of the Patient Engagement department. Supervisor is responsible for ensuring department staff apply understanding of the experience, language and culture of the CHC population; department workflows supporting patient access to care when they need it and request it; and department staff use of appropriate communication and tools to assist patients and their care team in effectively and efficiently addressing patient needs in between visits in promoting positive health outcomes..

RESPONSIBILITIES:

• Coach, mentor and train Patient Engagement staff

• Update and develop department workflows, documentation and training materials.

• Request and integrate feedback from team and department leads to enhance the support and effectiveness of the Patient Engagement Department

• Identify opportunities to improve patient engagement and communication with the health center and lead improvement efforts to address and close the loop.

• Field incoming calls to our main switchboard and respond to incoming text messages and Epic Customer Service messages

• Provide general information to callers about the health center (e.g. hours, services, insurance enrollment, new patient registration)

• Schedule appointments with primary care providers.

• Assist patients seeking updates or information about their care at the health center (e.g. status of a referral, med refill request or prior auth, questions about lab orders)

• While engaging patients on the phone, check for open appointment recalls, notes on incomplete insurance applications, date of last physical, MyChart status, and other open items that can be resolved on the call.

• Follow protocols for registering new patients in Epic, including recall and outreach for first appointment and sending out request of information to previous providers

• Follow protocols for managing and documenting phone calls in the EHR, including requests for refills, referrals, results and appointments so that Care Team members have the relevant information necessary to act on the patient request.

• Maintain working knowledge of insurances, including ability to verify Masshealth coverage via EVS and understanding of guarantor and coverage fields within Epic.

• Update patient demographics in Epic as appropriate

• Assist primary care teams in patient outreach as requested, to support efforts to ensure patients are seen for an annual well-visit, use our secure patient portal to communicate directly with their Care Team, and enroll for insurance if they don’t have it.

• Process MassHealth PT1 requests

Qualifications

• 3 years’ experience in a medical office support role, with demonstrated growth in responsibilities.

• Strong oral and written communication skills as well as commitment to excellent customer service are required.

Preferred Qualifications:

• Patient Engagement and call center experience.

• Supervisory and employee training experience.

• Proficiency in EPIC and OCHIN software systems.