What are the responsibilities and job description for the Care Engagement & Retention Specialist- Corporate position at JWCH Institute?
Location: Corporate Office, Commerce-CA
Position Purpose: As a Care Engagement and Retention Specialist, you will play a crucial role in educating the community about JWCH services and programs. Your focus will be on building and maintaining our patient base by actively engaging with patients to ensure their continued care. This role emphasizes customer service, empathetic communication, and creative problem-solving to effectively connect patients with the care they need.
Principal Responsibilities:
- Conduct outbound and receive inbound calls from new and current members to schedule appointments and assist with health needs screenings.
- Assemble and mail information to new and current JWCH members.
- Schedule member appointments for follow-ups with their medical providers after emergency room visits.
- Review each member’s profile before outreach to identify opportunities for eligibility for additional benefits.
- Assist in scheduling and coordinating Annual Wellness Exams, Well Child Visits, Immunizations, and other measures that may require scheduling.
- Obtain and verify member demographic information and eligibility through state Medi-Cal and Health Plan websites.
- Educate members on additional benefits and enhanced services available at JWCH.
- Maintain current, accurate, and complete member records from Hospital/ER discharge.
- Answer phone calls in a courteous, efficient, and professional manner.
- Engage patients with care and support independently, while adhering to agency policies, procedures, and practices.
- Maintain a log of members served, organizations contacted, and outreach activities, including digital communications, and generate outreach efforts reports.
- Adhere to strict standards regarding member confidentiality, informed consent, and disclosure as required by law and agency policy.
- Work on cleaning data, which may include member logs, outreach attempts, or sorting through data for reporting purposes.
- Perform other duties as assigned by the supervisor, including but not limited to participation in JWCH events, fundraisers, staff meetings, training sessions, and targeted outreach to specific patient demographics.
Requirements:
- Medical assistance experience (pediatric preferred).
- High school diploma or equivalent required.
- Excellent customer service skills.
- Demonstrated effective written and strong verbal communication skills.
- Ability to multitask in a fast-paced environment.
- Demonstrated ability to work in a team environment to meet goals and work effectively with community agencies.
- Experience with Microsoft Word, Excel, Office, and Outlook, as well as EHR systems and the internet.
- Ability to relate and communicate well with a diverse patient population.
- Experience in a community health care setting preferred.
- Bilingual (Spanish/English), bicultural, required.
- AA degree in a related field (Public Health, Health-Care Administration, Human Services) preferred.
*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated and boosted against COVID-19.
Employee Benefits:
JWCH Institute, Inc., offers competitive salaries for all positions. Employees working 30 hours per week or more are provided a monthly allowance which can be used towards medical, dental, and vision premiums. The agency offers sick leave, vacation time, 13 paid holidays, 401(k) Safe Harbor Profit Sharing plan, mileage reimbursement, short term and long term disability plans, life insurance policies, employee parking and more !
JWCH Institute, Inc. Wesley Health Centers is an Equal Opportunity Employer.
