Population Health Outreach Specialist

Position Summary

The Population Health Outreach Specialist is responsible for engaging Population Health-attributed patients for health risk assessments, annual wellness visits, chronic care management, data gathering, assisting to meet KPI goals for the department, and other duties as assigned. Performs clerical and specialty duties in support of the Population Health Service Organization (PHSO). Conducts outreach to strategically targeted Population Health members to offer and schedule visits with efficient and effective scheduling processes and policies. Performs patient registration and pre-visit data collection including but not limited to demographic information and patient history. Provides oversight of the work being provided by the vendor or PHSO APP team to ensure outreach and appointments are executed and/or scheduled effectively and efficiently and within productivity and quality standards. Composes correspondence to members related to visits and other general communication needs, as well as supporting the preparation, maintenance, and distribution of various reports related to Population Health, scheduling, and provider correspondence. Conducts outreach to members and providers to collect information regarding Population Health initiatives. Must be able to work in a self-motivated and autonomous manner and provide innovative insight to process improvement initiatives related to calls, scheduling, and other tasks as appropriately directed.

Qualifications

EXPERIENCE REQUIREMENTS

Three (3) years office setting OrCustomer Care OrCustomer Support OrExperience operating tablets, computers, and other electronic devices

Skills And Knowledge

Must be able to work in a self-motivated and autonomous manner and provide innovative insight to process improvement initiatives related to outbound and inbound calls and data entry.Advanced knowledge of Microsoft Products. Ability to plan, prioritize and complete multiple projects/tasks and balance heavy call times and key volumes. Excellent oral and written communication skills. Ability to organize and manage data with attention to detail. Ability to develop good working knowledge of program-specific computer applications and reports. Good problem-solving skills, self-directed, and able to complete required assigned work independently. Able to troubleshoot basic virtual visit connectivity issues. Possesses knowledge and skills to work effectively with members, patients, families, and provider offices.

Essential Functions

• Manages correspondence to members, patients, and PCP offices.
• Accountable for multiple system applications used within the organization, including basic technical support.
• Maintains workflow for effective and efficient APRN scheduling in alignment with productivity and quality standards.
• Maintains calendars for NPs and arranges appointments/resolves scheduling conflicts.
• Oversees basic office management functions/admin assistant/clerical duties in support of maintaining, compiling, auditing, processing files for cohesiveness in day-to-day office functions and operations (i.e., Mail retrieval, sorting, distribution; Ordering supplies, etc.)
• Sends out appropriate correspondence to members that cannot be reached. Sends appropriate fliers to members as requested.
• Answers phones in accordance with customer services standards and directs calls to appropriate person.
• Prepares, tests for integrity, and distributes various reports.
• Assists with projects requiring outreach and scheduling expertise.
• Assists with monitoring and tracking of patients and completion of wellness related activities
• Attends and participates in all related trainings and meetings
• Includes Telephone and use of other available preferred channels of communication and screening of patients prior to office visits, such as wellness visit screening, depression screening, fall risk (not all inclusive)
• Engagement and enrollment of patients into the Chronic Care Management Program or other available health system or health plan resources as applicable
• Conducts phone outreach to population health attributed members/patients in accordance with efficient and effective scheduling processes in a virtual environment.
• Acts as a subject matter expert for a variety of population health initiatives including member contact, call campaigns, PCP alignment, etc.
• Schedules patients for virtual and embedded health risk assessments, annual wellness visits, and chronic disease management visits.
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.